Summary
Overview
Work History
Education
Skills
References
Timeline
Generic
Orriell LaCabe

Orriell LaCabe

Savannah,GA

Summary

Dynamic professional with a proven track record, excelling in regulatory compliance and operational efficiency. Leveraging strong problem-solving and attention to detail, I successfully managed client business cases, enhancing service delivery and ensuring timely resolutions. Adept at data analysis and fostering collaboration, I drive impactful results in fast-paced environments.

Overview

20
20
years of professional experience

Work History

New Business Case Manager

Symetra
Bellevue, Washington
11.2022 - 09.2024
  • Prepared documentation for regulatory compliance and internal audits.
  • Monitored open cases to ensure timely resolution within established service level agreements.
  • Analyzed data from various sources to inform decision-making during case resolutions.
  • Managed full life cycle of client business cases, including intake, assessment, resolution, and closure.
  • Conducted regular audits of existing cases to verify accuracy and completeness of information.
  • Performed root cause analysis on closed cases to prevent recurrence of similar issues.
  • Maintained up-to-date knowledge of relevant regulations to ensure compliance with laws.
  • Advised senior leadership on operational efficiency improvements across departments involved in case processes.

Customer Service Supervisor

Honk Technologies
San Francisco, California
07.2021 - 10.2022
  • Supervised customer service team to ensure effective support and communication.
  • Resolved customer inquiries promptly using ticketing software and chat systems.
  • Trained new staff on company policies and best practices in customer service.
  • Monitored team performance to maintain high standards of service delivery.
  • Implemented new processes to improve response times and customer satisfaction.
  • Collaborated with other departments to enhance service efficiency and effectiveness.
  • Assisted in developing training materials for ongoing staff development initiatives.
  • Assisted customers with product inquiries and resolving complaints promptly and professionally.
  • Answered phone calls and responded to questions and concerns.
  • Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
  • Supervised and trained customer service staff to ensure excellent customer service delivery.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Ensured all customer inquiries were handled in accordance with company standards and regulations.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
  • Addressed customer inquiries to increase customer satisfaction ratings.
  • Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
  • Provided guidance and support to junior customer service representatives, including coaching and mentoring.
  • Collaborated closely with upper management on projects involving new initiatives or improvements within the department.

Customer Service Professional

OnBrand MCI
05.2020 - 06.2021
  • Managed customer accounts and updated database information to ensure accuracy.
  • Collaborated with team members to resolve complex customer issues effectively.
  • Educated customers on product features and services for informed decision-making.
  • Documented customer interactions accurately for future reference and follow-up.
  • Handled incoming calls and emails, ensuring prompt response times.
  • Monitored feedback to identify areas for service improvement.
  • Processed payments, informed customers about billing procedures, and assisted with payment options.
  • Resolved customer complaints promptly, promoting high satisfaction through knowledgeable service.

Daycare Owner/Operator

Self-employeed
Savannah, Georgia
04.2011 - 03.2020
  • Managed daily operations of childcare services and staff schedules.
  • Developed age-appropriate educational programs and activities for children.
  • Ensured compliance with health and safety regulations for childcare facilities.
  • Fostered positive relationships with parents through regular communication and updates.
  • Handled enrollment processes, including registration and orientation for new families.
  • Implemented effective behavior management strategies to promote a positive environment.
  • Coordinated community outreach events to enhance family engagement in programs.
  • Created a safe, nurturing environment to promote learning and growth in children.
  • Planned nutritious meals that meet USDA guidelines for nutritional value while also being appealing to young palates.
  • Implemented age-appropriate curricula designed to stimulate physical, mental and emotional development in young children.
  • Established relationships with parents and guardians to foster strong communication regarding their child's progress.
  • Managed budgeting responsibilities related to payroll expenses, rent payments and supplies purchases.
  • Ensured compliance with local regulations governing child care facilities.
  • Organized extracurricular activities such as field trips and special events for the children enrolled in the daycare facility.
  • Maintained accurate records of attendance, immunizations and other relevant information for each child.
  • Interacted regularly with students throughout the day by playing games, reading stories or engaging them in creative activities.
  • Conducted regular inspections of the facility to ensure that it is clean, well-maintained and secure at all times.
  • Reviewed applications from prospective families interested in enrolling their children in the program.
  • Ordered necessary materials or equipment required by state regulations.
  • Reviewed and evaluated programs for compliance with state, local and federal regulations.
  • Maintained current knowledge of applicable codes and required procedures to optimize learning environments.
  • Achieved budgetary targets by monitoring expenses and resource utilization, cutting waste and strengthening revenue streams.
  • Established and enforced modern educational standards to support student needs.

Customer Relations Specialist

Pay Day Loans of America
Savannah, Georgia
05.2010 - 01.2011
  • Assisted customers with loan applications and inquiries efficiently.
  • Maintained accurate customer records using internal database systems.
  • Resolved customer issues through effective communication and problem-solving skills.
  • Educated clients on loan products and terms clearly and concisely.
  • Collaborated with team members to streamline customer service processes.
  • Managed appointment scheduling for loan consultations effectively.
  • Provided feedback to improve service quality and operational efficiency.
  • Conducted follow-up communications to ensure customer satisfaction consistently.
  • Provided training sessions for new employees on proper handling of customer relations tasks.
  • Answered customer inquiries via telephone, email and in person.
  • Collaborated with other departments to ensure timely resolution of customer issues.
  • Advised customers on company policies, procedures and regulations related to the product or service they purchased.
  • Developed relationships with customers to ensure repeat business.
  • Resolved customer complaints promptly and efficiently.
  • Identified opportunities for process improvement within the department.
  • Consulted with customers to resolve service and billing issues.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Helped customers open accounts, make deposits, update information, and carry out range of routine actions.
  • Performed administrative tasks such as filing, data entry, and document preparation.
  • Upheld privacy and security requirements for customer information.

Eligibility Coordinator

CBCA Administrators
Savannah, Georgia
09.2004 - 04.2009
  • Coordinated eligibility determinations for various insurance programs.
  • Reviewed applications to ensure compliance with program requirements.
  • Communicated with clients to gather necessary documentation and information.
  • Maintained accurate records in the eligibility management system.
  • Assisted team in resolving client inquiries and issues promptly.
  • Trained new staff on eligibility processes and system navigation.
  • Collaborated with providers to verify client coverage details efficiently.
  • Monitored changes in regulations affecting eligibility criteria and procedures.
  • Developed and maintained eligibility criteria for program applicants.
  • Maintained up-to-date records of all applicant information including documents submitted as part of the application process.
  • Responded promptly to inquiries from applicants regarding their status or questions they may have about the process.
  • Assisted staff in resolving issues related to applicant eligibility decisions.
  • Compiled reports on changes in policy or procedures regarding eligibility requirements.
  • Provided assistance to applicants in understanding the application process and eligibility criteria.
  • Collaborated with other departments within the organization to ensure accurate determination of an individual's program and service eligibility.
  • Advised management on changes needed to improve the efficiency of the application process.
  • Assisted in developing new forms that would be used by applicants when submitting their applications for review.
  • Monitored applicant data to ensure accuracy of information provided.
  • Ensured compliance with applicable laws, regulations, and standards when making determinations about applicant eligibility.
  • Interpreted complex rules and regulations related to determining program and service eligibility.
  • Reviewed applications for completeness, accuracy, and compliance with established guidelines.
  • Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance.
  • Contacted client references and employers to determine legitimacy of applicant information.
  • Maintained positive working relationship with fellow staff and management.
  • Proofread documents carefully to check accuracy and completeness of all paperwork.
  • Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.

Education

Bachelor of Science - Applied Behavioral Science

University of Arizona
UAGC

Skills

  • Interpersonal skills
  • Attention to detail
  • Problem solving
  • Critical thinking
  • Medical billing and coding
  • Collaboration tools (Slack, SharePoint)
  • Customer service and support
  • Data entry and analysis
  • Policy and claims management
  • Workflow optimization
  • Regulatory compliance
  • Project management
  • Time management
  • Case management
  • Customer service
  • Team leadership
  • Problem resolution
  • Documentation preparation
  • Data analysis
  • Communication skills
  • Process optimization
  • MS office
  • Professional and courteous
  • Performance evaluation
  • Interpersonal communication
  • Business administration
  • Problem-solving abilities
  • Multitasking capacity
  • Quality control
  • Pricing strategy
  • Active listening
  • Budget management
  • Revenue growth

References

  • Antoinette Young, Citi Bank, (912) 655-2080
  • Devyn Patterson, Veteran Affairs, (912) 220-6639
  • Shwin Roberts, Symetra, (531) 222-4394

Timeline

New Business Case Manager

Symetra
11.2022 - 09.2024

Customer Service Supervisor

Honk Technologies
07.2021 - 10.2022

Customer Service Professional

OnBrand MCI
05.2020 - 06.2021

Daycare Owner/Operator

Self-employeed
04.2011 - 03.2020

Customer Relations Specialist

Pay Day Loans of America
05.2010 - 01.2011

Eligibility Coordinator

CBCA Administrators
09.2004 - 04.2009

Bachelor of Science - Applied Behavioral Science

University of Arizona

Similar Profiles

CREATE PROFILE
Orriell LaCabe