Jualisa Ervin

-Directs research, discovery, and interpretation of business requirements.
- Implements and tracks KPIs using Tableau for performance enhancement.
- Provides senior-level consultation, facilitating client and tech team communication.
- Oversees daily customer service operations, ensuring efficiency and resolution of issues.
- Collaborates cross-functionally to improve communication and alignment.
- Conducts performance evaluations and provides coaching for continuous improvement.
- Successfully exceeds Workforce Management goals through strategic staffing.
- Consults on frameworks and methodologies for business requirements traceability.
- Independently mentors associates for knowledge transfer.
- Translates business needs into actionable plans.
- Communicates complex requirements to senior stakeholders and tech teams.
- Leads multiple project management processes and ensures effective deployment.
- Drives development, analysis, and distribution of complex reporting.

- Prepared and delivered weekly reports on claims processing metrics, trends, and outcomes to senior management, enabling informed decision-making and process enhancements.
- Addressed escalated claims and customer inquiries, delivering timely and effective resolutions.
- Designed and executed training initiatives for claims specialists, fostering continuous skill development and knowledge enrichment.
- Investigated and rectified discrepancies, inaccuracies, and inconsistencies in claims documentation.
- Effectively managed escalated claims and customer inquiries, promptly delivering solutions that enhanced overall customer satisfaction within a 3-month timeframe.