Joseph Osafo

Interfaces daily with internal and external clients (via phone, email, etc.) to research and resolve/escalate issues accurately and in a timely manner. Ensures upward and downward communication to keep management and associates properly informed.
Analyzes complicated data to identify trends, makes forecasts and provides recommendations/solutions that facilitate cash application of outstanding balances.
Analyzes open receivable trends, including payment frequency and root cause analysis (i.e. denials, over/short payments, etc.).
Manages and prioritizes the cash application process for high risk customers
Identifies and recommends system/process modifications necessary to improve efficiency and effectiveness.
Ensure accurate financial records of clients accounts. Provide reporting to Account Managers, clients, broker, TPA and/or auditors upon request.
Works with key internal and external stakeholders to thoroughly understand issues that arise with high risk, complex clients for small to large-size clients.

Collaborated to develop and maintain targeted profit plans to sustain growth.

• Responded to customer requests for products, services, and company information.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Developed customer service policies and procedures to meet and exceed industry service standards.
• Processed customer service orders promptly to increase customer satisfaction.
• Tracked customer service cases and updated service software with customer information.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Investigated and resolved customer inquiries and complaints quickly.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

• Measured actual performance against operating plan and interpreted results for all levels of management.
• Developed financial models, analytics and automated reporting and forecasting tools to increase productivity.
• Prepared and submitted reports and monthly financial statements.
• Enhanced, innovated and improved existing processes and controls to manage risk.
• Provided tailored financial analysis and offered advice to improve business processes and manage costs.
• Contributed to preparation and outlining of annual budgets.
• Collaborated with finance team to complete detailed analyses of short- and long-term strategic forecasts to assist with resource planning and capitalization needs.

• Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
• Produced monthly reports using advanced Excel spreadsheet functions.
• Worked with business intelligence software and various reports to glean insights into trends and prospects.
• Implemented code solutions to answer analytic questions and test and assess new methods.
• Used statistical methods to analyze data and generate useful business reports.