• Spearheaded Medicaid Payment Account Receivable (PAR) responsibilities forOchsner facilities, managing 3k+ accounts via phone/email to streamline claims payments.• Identified and resolved issues related to ICD-10 and CPT coding/authorization,ensuring accuracy and compliance.• Was one of two PARs that were depended on for this facility; collaborated withNurse Auditor to update insurance documents and check for missing forms.

• Contributed to a close-knit team, developing software that significantly reducedcall lengths by 10% across 500+ agents.• Developed a caching system for an internal tool using Python & MongoDB, allowing employees to retrieve large amounts of data required to assist customers - providing almost another 5% reduction in call length amongst all agents.• Served as the Tier-2 point of contact, researching, diagnosing, and resolvingvarious IT issues.

• Trained over 300 newly established agents as well as their to-be trainers/coaches/managers and IT admins while stationed in the Philippines for AT&T's expansion planfor three months (sent over by a personal request from AT&T management).• As an AVP I normally ran a team of 20+ agents that assisted with tech support forAT&T/DirecTV. Ensuring that all agents were accounted for and held to the standardsprovided by the client, as well as providing any necessary coachings as required tomaintain those results.• Recognized as the go-to staff member for relaying complicated technical information tohigh-profile clients, earning regular compliments for making complex situations easy tounderstand.• Started as a Level 1 Customer Service Representative (CSR) and was speaking with 40+ Customers per day assisting with inbound Level 1 tech issue calls. After roughly two weeks of production work promoted to Assistance Queue/Escalated Calls (Level 2) calls and handled more complex customer service issues for about a year before moving into the AVP/Trainer Position.