Jamarel Petitphait

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• Manage and process daily exceptions, month-end, and annual reports that track and record the department's case volume and budget.
• Provide user support in ERP to management with assistance in creation POs (Purchase orders) and processing invoices.
• Monitors exception cases for erroneous trends within SAP, and Excel to provide business units feedback in keeping compliance.
• Analyzed and resolved residential SAP related Business Process Exception Management (BPEM) cases for billing and invoicing accuracy.
• Ensured compliance with state regulatory rules and regulations and adherence to audit requirements set forth by Sarbanes-Oxley, external auditors, and internal audits daily.
• Provided training manuals and Managed employee cross-training for several team members as backup roles. Offered continued guidance and mentorship on best practices while providing constructive feedback.

• Managed difficult conversations with compassion helping de-escalate tense situations while maintaining a focus on finding resolutions.
• Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
• Handled escalated calls efficiently, finding satisfactory resolutions for customers.
• Remotely resolved complex technical problems through effective troubleshooting techniques, guiding them through step-by-step resolutions with patience and professionalism.
• Documented customer interactions in detail within Salesforce, ensuring comprehensive records were maintained for future reference.
• Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
• Reduced call handling time, implementing efficient diagnostic protocols.
• Managed a high volume of emails daily, prioritizing tasks to maintain productivity and efficiency.

• Analyzed social media posts, engaged with customers, and escalated adverse events to management.
• Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
• Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics.
• Maximized operational efficiency within the moderation team via regular refinement of workflows and task distribution strategies based on performance analytics insights acquired over time.

• Answered customer inquiries, solved logistics problems, and initiated package investigations.
• Customized support strategies for high-priority clients to ensure their specific needs were met.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.