Senior Customer Experience Analyst at Teleperformance (2023-10 – Present)
- Serves as a senior escalation point for high impact, time sensitive cases while consistently meeting service level agreements
- Processing customer orders, fulfillment, corrections, and post purchase support with a focus on accuracy and customer satisfaction
- Supports digital services, subscription management, billing inquiries, and account access concerns
- Mentoring and supporting junior advisors by modeling best practices and problem-solving, communication, and Customer Care
Revenue Recovery Analyst at R1 RCM (2022-06 – 2023-10)
- Analyzed unpaid, underpaid, and denied accounts to identify recovery opportunities and revenue discrepancies
- Communicated directly with insurance companies and third-party payers to resolve claim issues, discrepancies, and payment delays
- Initiated appeals, reconsideration, and follow ups while ensuring compliance with payer specific requirements
- Reviewed explanation of benefits, remittance advice, and pay your correspondence to determine resolution strategies
Recruitment Consultant at SRVS (2020-04 – 2023-02)
- Managed full cycle recruitment for direct care, clinical, and administrative positions
- Reviewed applications and conducted telephone screens to evaluate candidates' qualifications and suitability
- Explained job responsibilities, schedules, compensation, benefits, and training requirements to applicants
- Coordinated new hire onboarding, orientation, and training activities
- Posted job openings and sourced qualified candidates through job boards, referrals, career fairs, and community partnerships
Employee Relations Specialist at SRVS (2018-10 – 2020-04)
- Responded to employee concerns, complaints, and workplace issues
- Investigated conflicts between employees or between employees and supervisors
- Conducted workplace investigations involving harassment, discrimination, or policy violations
- Assisted employees with leave related questions (FMLA, personal leave, military leave)
- Coordinated reasonable accommodation requests under the ADA
- Documented investigations and maintained confidential records
Dispatcher at Whelan Security (2015-05 – 2018-10)
- Monitored incoming calls from security officers, employees, visitors, and emergency personnel
- Dispatched security officers to incidents, alarms, medical calls, or suspicious activity
- Created incident reports, dispatch logs, and maintained accurate records for investigations and audits
- Coordinated responses during medical emergencies, fires, severe weather, or evacuations
- Verified visitor information and contractor access, monitoring entry and exit points
