Jessica Wiseman Cavanagh

• Facilitated English and Spanish customer interactions by executing core tasks within the Perform application, contributing to team-based operations in a dynamic contact center environment.
• Led front-line triage for time-sensitive and payroll-critical issues, ensuring prompt resolution and minimal impact on operations.
• Leveraged a full suite of support tools, including cobrowse, to educate clients on payroll processes and ensure accurate understanding of payroll related matters.
• Served as a Shadow Mentor, supporting new and upskilling advocates by providing guidance and actionable feedback to enhance performance; collaborated with internal partners to ensure alignment and continuous improvement.
• Engaged directly with franchise-specific clients to troubleshoot and resolve integration issues, ensuring seamless system functionality and client satisfaction.
• Acts as a Quality Captain by coaching peers on improving phone interaction quality; delivered targeted feedback and support, contributing to a consistent Franchise Team Quality score exceeding 90% month-over-month.
• Consistently exceeded performance metrics month-over-month, leading the team in Quality, Customer Satisfaction, Average Handle Time (AHT), and maintaining an exceptionally low Alert No Answered (ANA) rate.
• Peer Mentor within the Franchise Team, providing one-on-one coaching, skill development, and targeted training sessions to support team growth and performance improvement.

Facilitating the human resource processes at all Ottawa Dental Laboratory locations. This includes but is not limited to employee reviews, benefits, payroll, and emergency procedures. Leading all company projects internally and externally when pertaining to company wide functions. Having an in-depth understanding of daily operations. This includes technician production percents, products, tasks, dental technology, dental anatomy and customer relations.

Interview patients, representatives and reviews information from other departments to update accounts with information as needed. Thorough understanding of statement cycle, collection events, collection letters or mail, adjust batches accordingly. Maintaining current information of billing procedures, including but not limited to, proper claim forms, appeals, bundled or late charges, non-covered/denied charges, overpayments, and advance beneficiary notices according to government regulations. Maintaining accounts according to those regulations.