Yvonne Lewis Email & Phone Number

· Developed and Presented Call Control Guidelines as a Refresher Training· Supervised live agent calls; provided ongoing coaching and development based on call monitoring reviews.· Analyzed daily and weekly call metrics for project review.· Reviewed agent submissions for escalations sent directly to Client to reduce invalid requests and increase agents call confidence.· Responsible for reviewing and submitting Adverse Events to sponsors for confirmation and reconciliation.

· Promoted to Salesforce Team to investigate unemployment claims with new and existing issues delaying payments to claimants.· Provide excellent Customer Service to unemployment claimants with new and existing claims.· Report fraudulent claims that require investigation.· Document and manage claim issues in ServiceNow, Beacon 2.0, Agent Guide, Decision Guide, and Department of Labor website. · Escalate Issues to State Agent for review and approval to release payments.

· Fourteen months assisting campaign Team Leads with providing clarity of tagging to teammates while reviewing ads on Social- Media. · Coached and mentored teammates to achieve 90% accuracy quota during production. · Providing immediate responses to requests for assistance with understanding Knowledge Base (KB) and policy updates. · Digital Content Moderator Four months of providing outsourcing business integrity by reviewing content found on ads on social media. · Through data analysis, I have ensured safe and trusted connections between people, businesses, and social media to protect and inform viewers in the community.

· Provide private duty home health personal assistance with pre-operative and post-operative procedures and care, assist with follow-up medical appointments, medication administration and ordering, minimal house cleaning, managing mail and servicing pets. · Responsible for processing referrals from patients' primary care physicians to specialists. · Obtained health insurance authorizations needed prior to procedures and office visits. · Contact specialist to schedule patient appointments and follow up with patients.

· Placements through Healthforce, Annex Care, and Nursefinders for nursing positions in hospital, acute care, rehabilitation, and hospice facilities. · Notable organizations include Charlton Methodist, Christus Spohn, Kindred Hospital, Ethicus Rehab Hospital, and Mayhill Psychiatric Hospital. · Assigned to emergency rooms, telemetry, medical/surgical, orthopedic, and psychiatric facilities. · Supported doctors, surgeons, registered nurses, and other healthcare professionals by providing patient preparation, medical charting, vital signs, IV set up and maintenance, tracheotomy care, G-Tube/NG-tube insertion, and removal, administered injections, phlebotomy care, wound care, hygiene assistance and first aid assistance.

· Supported ten attorneys along with seven other paralegals providing civil litigation protection for prisoners housed within North Carolina Department Correction facilities in over 100 counties. · Specialized in correcting Sentence Calculation and Jail Credit application to ensure prisoners were released on time.· Responsible for my own caseload of 90 plus prisoners, researching civil rights law, creating orders to the courts, letters to attorneys and prisoners directly.· Traveled to interview prisoners at Department of Correction facilities.