Jamilly Platt

• Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
• Coached new team members on service techniques.
• Streamlined processes for faster issue resolution, resulting in increased customer loyalty.
• Escalated issues to proper supervisors when standard processes were not effective.
• Investigated and resolved customer inquiries and complaints quickly.
• Served as a resource for representatives, answering questions and providing guidance on best practices in addressing specific customer concerns.
• Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.

Provider services duties:

• Streamline operations by managing a high volume of incoming calls for medical providers seeking information or assistance.
• Enhanced provider satisfaction by efficiently resolving provider inquiries and concerns.
• Coordinate with internal departments on behalf of providers to ensure timely payment resolution for claims disputes or other financial matters.
• Educate providers on billing procedures, coding guidelines, and reimbursement policies for optimal claim submissions.
• Collaborate with cross-functional teams to resolve complex provider issues, resulting in improved provider relations.
• Maintain up-to-date knowledge of product and service changes.
• Respond to provider requests for enrollment, mapping pf accounts and offering excellent support and tailored recommendations to address needs.
• Cross-trained and provide backup support for organizational leadership
• Investigate and resolved provider inquiries and complaints quickly.
• Respond proactively and positively to rapid change.

• Processed customer service orders promptly to increase customer satisfaction.
• Processed and entered information regarding background screening reports.
• Reviewed records and filtered information reported to clients.
• Analyzed and adjudicated background screening reports.
• Responded to client customer service issues via phone and email within established response times.
• Communicated with clients and applicants regarding status of orders, missing information and disputes.
• Updated and entered client information into The Orsus Group’s system, CRM system (Podio) and email ticketing system (Fresh Desk).
• Communicated with external vendors including suppliers and courts.
• Assisted with assigned client and office projects
• Trained new team members on company system.
• Conducted new user trainings for clients.
• Ran reports for clients through Excel.

• Maintained case records and legal documentation.
• Attended court proceedings, submitted documents and offered testimony.
• Responded to claims of abuse, neglect or safety concerns.
• Visited homes, inspected surroundings and interviewed family members.
• Developed plans to strengthen family units.
• Maintained detailed case records, contributing to efficient decision-making processes within the agency.
• Enhanced child safety by conducting thorough home assessments and evaluating potential risks.
• Assessed family needs and connected them with appropriate community services, enhancing overall wellbeing.
• Demonstrated adaptability and efficiency by managing a high caseload while maintaining quality services for children and families.
• Reduced risk factors for abuse and neglect through ongoing support and education for families under supervision.
• Coordinated with schools, medical providers, law enforcement agencies to ensure a holistic approach to each child''s care plan.
• Advocated for children''s best interests during team meetings, influencing key decisions about their future placements or services needed.