Chelsey Simpson

• Supervise a team of associates, monitoring daily activities and performance metrics

• Provide constructive feedback and implement corrective actions to ensure client expectations are met

• Act as the primary escalation point for both external and internal customer issues

• Leverage call center technology to troubleshoot, track, and report issues, ensuring timely resolutions

• Collaborate with cross-functional teams to enhance service delivery and operational efficiency

• Managed escalated calls from mortgage support team, providing expertise to resolve complex issues

• Conducted coaching sessions with team members to improve performance and identify growth opportunities

• Developed and implemented strategies to optimize team performance, including training programs and process improvements

• Acted as subject-matter expert in mortgage support procedures and provided guidance across departments

• Recognized for outstanding leadership and mentorship within the mortgage support team

• Handled inquiries from healthcare providers, resolving claims and technical issues efficiently

• Ensured compliance with company policies and HIPAA regulations while maintaining high-quality service

• Developed and delivered solutions for escalated issues, enhancing provider relationships

• Streamlined processes to improve claim resolution times and team productivity.

• Provided patient care and facilitated therapeutic interventions for individuals with mental health conditions

• Documented and reported significant patient behaviors, ensuring accurate records

• Supported therapeutic programming and led group sessions to enhance patient outcomes