Brandon Howell

Manage escalated service cases across 60 locations and 15 regional markets, coordinating with internal teams and external providers to resolve complex exceptions. Review daily operational reports, investigate discrepancies, and determine corrective actions, contributing to the resolution of approximately 9,000 cases annually with 97% accuracy.

Coordinated approximately 500 service orders monthly, tracking progress, verifying compliance details, and conducting thorough case follow-up. Investigated and reconciled data discrepancies across multiple enterprise software systems to maintain accurate, audit-ready case records.

Resolved high-volume customer inquiries and service issues through digital channels, maintaining strict documentation accuracy and clear communication.

Verified licensing, certification, and insurance compliance documentation for field technicians and third-party providers nationwide. Managed field service tickets using a Salesforce-integrated platform, tracking case details and service-level commitments.

Coordinated time-sensitive service requests and resolved client exceptions through multi-channel communication and detailed case log maintenance.

Evaluated health insurance coverage, policy benefit verifications, and claims status inquiries in a high-volume health plan operations environment. Interpreted plan guidelines and customer documentation to process initial-tier health plan membership files, eligibility checks, and claim escalation steps.