Stephanie Tilley

Provided guidance and support to call center agents by conducting regular coaching sessions

– Evaluate and assess agents’ performance to identify areas of improvement

– Develop and implement training materials and programs to enhance agents’ skills and knowledge

– Monitor and analyze call center metrics, such as average handle time, conversion rates, and customer satisfaction scores

– Conduct quality assurance audits to ensure compliance with company policies and procedures

• – Conduct regular team meetings to discuss performance goals, challenges, and strategies for improveme
• Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
• Maintained strong call control and quickly worked through scripts to address problems.
• Updated customer accounts, addresses and contact information within call management databases.
• Answered, screened and processed high volume of calls daily with call management system and web-based communications.
• Engaged actively with callers, confirming or clarifying information and diffusing anger.

• Led a team focused on settling personal injury claims, ensuring a client-centric approach throughout the negotiation process.

• Negotiated with medical providers to reduce client medical bills by an average of 30%-50%, significantly alleviating financial burdens for clients.

• Implemented a settlement process overhaul, enhancing both accuracy and efficiency in case resolution.

• Conducted thorough reviews of medical and billing records, and analyzed police reports to ensure consistent and accurate client representation.

• Prepared detailed settlement breakdowns to assist attorneys in effective negotiation on behalf of clients.

• Coordinated the initiation of liability claims and executed lien searches, including Medicare and Medicaid, to secure favorable settlement terms.

• Facilitated effective case management and ensured accurate court scheduling, enhancing legal process efficiency.

• Drafted critical legal documents such as correspondence, formal accusations, and bench warrants, aiding in case
preparation.

• Supported trial proceedings through meticulous organization of exhibits and coordination with key witnesses for court testimonies.

• Efficiently managed case progression by preparing and filing appeals and hearing requests, as well as organizing
supporting documentation for successful adjudication of over 175 Social Security Disability cases.

• Enhanced client relationships and case detail accuracy through comprehensive intake interviews and effective communication, coupled with the coordination of medical record procurement to substantiate disability claims.

• Managed and promptly addressed inquiries from Sales Representatives.
maintaining high customer satisfaction across numerous accounts.
• Processed contractual agreements with meticulous attention to detail, resulting in error-free data entry and adherence to service delivery standards.
• Coordinated with educational institutions to confirm event dates, facilitating smooth operations and adherence to established schedules.

• Managed human resources responsibilities, including employee relations, job placements, interviewing, hiring processes, and terminations, ensuring compliance and personnel satisfaction
• Accurately processed weekly payroll for company employees, maintaining meticulous financial records.
• Maintained efficient communication systems, including a multi-line telephone system and candidate management databases, to streamline office workflow.
• Executed financial operations, including invoicing, payment processing, and account management, while also leveraging social media for the promotion of open positions