Summary
Overview
Work History
Education
Skills
Timeline
Credentials
Generic

Jamila Mitchell

Burbank,California

Summary

Detail-oriented Case Management and Claims professional with 15+ years of experience analyzing complex cases, interpreting policy, and resolving high-stakes disputes with precision and professionalism. A background in managing end-to-end claims processes, preparing documentation for formal dispute resolution, coordinating with legal and compliance teams, and communicating findings clearly. Adept at navigating regulatory frameworks, reviewing contracts, and applying policy interpretation to drive accurate and compliant outcomes. Strong Excel proficiency, exceptional written communication, and a track record of protecting client interests through rigorous analysis and timely follow-through.

Overview

13
13
years of professional experience

Work History

Proactive Escalation Prevention Specialist

Vivint
02.2024 - Current
  • Manage high-risk customer cases by identifying potential issues early and implementing proactive strategies to prevent escalation.
  • Interpret and apply policy provisions to complex cases, preparing written summaries and resolution documentation with precision.
  • Coordinate cross-functionally with legal, finance, and operations teams to expedite case outcomes and ensure regulatory compliance throughout the case lifecycle.
  • Process refunds, credits, and account adjustments in alignment with policy and case findings.
  • Establish clear communication channels with customers to address concerns, clarify contract terms, and set expectations.
  • Improved escalation-risk reduction by 35% through consistent review of customer feedback and timely intervention.
  • Break down contract terms to ensure customers fully understand their rights, obligations, and key provisions.

Claims Manager

Vivint
06.2022 - 03.2024
  • Managed end-to-end claims cases, ensuring fair, timely, and policy-aligned resolution, ensuring timely, policy-aligned, and documented outcomes.
  • Conducted thorough investigations by reviewing documentation, coordinating with contractors, and gathering customer statements.
  • Served as the primary liaison between customers, vendors, and internal departments to streamline communication and expedite case outcomes.
  • Drafted and managed legal agreements and claim-related contracts to formalize resolutions requiring precise technical writing and policy application.
  • Oversaw executive-level escalations, providing clear explanations, next steps, and resolution pathways to enhance customer satisfaction.

Salon Manager & Proprietor

Self-Employed
Long Beach, CA
10.2016 - 06.2022
  • Managed all client cases related to service concerns, scheduling conflicts, and product needs, ensuring timely and satisfactory resolutions.
  • Built strong client relationships through consistent communication, expectation-setting, and personalized service plans.
  • Maintained operational compliance with health and safety standards, documenting sanitation procedures and risk-prevention practices.
  • Handled payment discrepancies, appointment disputes, and customer concerns with professionalism and tact.
  • Oversaw scheduling, intake, and service documentation to ensure smooth daily operations.

Seller Support Advisor

Amazon.com
North Dakota
08.2013 - 10.2016
  • Managed complex seller cases involving compliance violations, restricted categories, listing errors, and account performance issues and listing disputes- requiring regulatory knowledge.
  • Reviewed account data and applied policy frameworks to recommend resolution strategies, coaching sellers on compliance best practices.
  • Coached vendors and manufacturers on best practices to improve account health and prevent future escalations.
  • Coordinated logistics and communication between sellers and internal teams to resolve complex operational challenges.
  • Identified growth opportunities for sellers by analyzing account data and strategic improvements.

Education

Associate of Science - Medical Billing & Claims Examiner

Adelante Career Institute
Van Nuys, CA
02-1998

Bachelor of Science - Psychology

University of North Dakota
Grand Forks, ND
05-2015

Skills

  • Claims & Arbitration
  • Claims eligibility analysis
  • Arbitration portal submissions
  • Dispute resolution documentation
  • Reimbursement integrity review
  • Policy & Compliance
  • Contract review & interpretation
  • HIPAA & privacy law knowledge
  • Risk assessment & mitigation
  • Technical & Communication
  • Microsoft Excel (pivot tables, formulas)
  • CRM & case management platforms
  • Technical writing & reporting
  • Cross-functional coordination
  • Strong verbal & written communication

Timeline

Proactive Escalation Prevention Specialist

Vivint
02.2024 - Current

Claims Manager

Vivint
06.2022 - 03.2024

Salon Manager & Proprietor

Self-Employed
10.2016 - 06.2022

Seller Support Advisor

Amazon.com
08.2013 - 10.2016

Associate of Science - Medical Billing & Claims Examiner

Adelante Career Institute

Bachelor of Science - Psychology

University of North Dakota

Credentials

Relevant Training: HIPAA Compliance – Policy Interpretation & Contract Review – Claims Investigation – Dispute Resolution – Technical Documentation