Illya Mitchell

Experience

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  American Customer Care

  Jun 2014 - Nov 2014

  Customer Service Representative Team Lead

   Created process improvement changes that decreased overall handle time drastically improving service levels which saved the company over $200k in client payouts. To help improve our customer lives I would contact our couriers to schedule delivers between multiple homes.  Resolved product or service complaints by clarifying the issue, determining root cause and a follow up call to ensure the customer was satisfied with results.  Tested products that we sold so that I could better recommend products and services to our customers, which helped increase my sales by 25%. Show less

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  UnitedHealth Group

  Jun 2014 - Sept 2018

  Prior Authorization – Team Lead

   Oversight management of more than 756 clients. Travel to multiple sites to support the teams with initial training and retraining on new and current job requirements. Multi-site monitoring of the staff performance, quality and adherence to business needs, providing further guidance and training as necessary. Escalation specialist to assist with highly sensitive clients via WebEx, phone meetings and providing on spot troubleshooting. Manage Service Now requests consisting of urgent issues directly from the Insurance groups. Review procedures ensuring all State and Plan expectations are met and alerting them of policy and procedure changes. Implemented and supervised the on boarding of new hire employees including liaison between Contingent businesses, IT and training departments. FBI background clearance to handle specialized client Nevada Medicaid and South Dakota Medicaid. Show less

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  State of Arizona

  Sept 2018 - Jan 2020

   Design, develop, modify, and/or implement program projects. Assist in the preparation of responses, proposals, reports, and process.  Preparation of technical assistance documents, operating procedures, plans and manuals.  Maintain confidentiality and accurately apply statues, policies and procedures to protect elderly and vulnerable adults.  Use Critical thinking, logic and reasoning to gather information of abuse, neglect, self-neglect, and financial exploitation of our elderly and vulnerable adults.  Supply as much information and documentation to support an investigation.

  • Lead Customer Care Coordinator

    Jan 2019 - Jan 2020

  • Customer Service Representative

    Sept 2018 - Jan 2019
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  Walgreens

  May 2019 - Oct 2019

  Function Lead

  High Volume call center with 49 direct reports to service pharmacies nationwide.Resolves and/or provides technical advice on complex or critical issues that have been escalated from senior level roles. Serves as a resource for all representatives.Supervises daily activities of all team members for scheduled shift and provides feedback and coaching of team members according to quality standards.

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  BillingTree

  Jan 2020 - Nov 2021

  Client Services Account Manager

  Created and maintain Share Point documents with client list, contacts, and processing systems. First line of support for all issues from logins issues, processing issues, maintaining users, and technical issues with products and software. Prepare written reports, correspondences and communications for employees, senior leadership, and clients. Develop and maintain close relationships with accounts, leading to opportunities to up-sell Billingtree products and sign additional contractsProactively address and resolve issues arising with clients, including using sound judgement within matters of account management on behalf of Billingtree. Show less

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  Morgan Stanley

  Nov 2021 - now

  Client Success Manager