Pheadra Janell

Manage a portfolio of 40–60 open client cases weekly in a regulated retirement and benefits environment, prioritizing competing demands and tracking progress. Own follow-through on every open item until resolved, coordinating across internal departments and stakeholders.

Monitored performance against key operational KPIs for a portfolio of billing accounts, keeping held-up balances at or below $25K per client and no outstanding items past 30 days. Managed exception-handling and decision-approval workflows for billing adjustments, auditing and correcting invoices.

Processed 60+ client support tickets per day for national accounts with a 98% accuracy rate. Identified recurring inquiry drivers and updated internal documentation and support pages to enable self-service, reducing repeated inquiries and ticket volume.

Managed schedules and meetings for 3 directors across time zones with 99% accuracy. Supported multi-stakeholder internal projects by tracking deadlines, preparing documentation, and monitoring task completion.

Processed 100+ IGO/NIGO cases daily through a ticketing system in a regulated financial services environment, reviewing case complexity and applying exception-handling rules to ensure compliance and correct routing. Collaborated with internal teams, financial professionals, and external contacts to resolve client escalations and NIGO cases.

Supported 2–4 executives in a fast-paced startup environment by managing inboxes, calendars, databases, and documentation. Served as the point of contact between executives and internal and external stakeholders.

Provided administrative and operational support to staff and leadership in a regulated federal environment, preparing travel orders, supply requests, and correspondence. Prepared briefing charts, graphs, statistics, and tabular reports using office automation tools to support leadership decisions.

Communicated daily with patients about COVID-19 health concerns, delivering professional, empathetic support. Documented patient symptoms in an automated database using Microsoft Office, maintaining accurate health records.

Guided clients through First Notice of Loss and provided emergency assistance, dispatching rescue services when needed. Coordinated with tow providers to ensure the safety of clients and their property.

Managed the household budget, bill payments, and financial records for a family of four. Scheduled family appointments and daily activities and tutored pre-kindergarten children in foundational skills.

Handled daily client calls across multiple states, explaining policies and coverage entitlements based on state regulations. Determined discount eligibility and ensured proper coverage for state requirements, resolving client conflicts and questions.

Monitored agent calls and audited supervisor coaching to identify performance trends and improve quality outcomes. Trained new associates on grading techniques and Performance Monitoring Analyst procedures.

Reviewed performance metrics and built tailored coaching plans to develop individual agent skills. Coached 5–6 transition agents monthly to floor-ready status, developing accuracy, product knowledge, and customer service skills.

Assisted policyholders with Emergency Road Service needs, ensuring customer safety and satisfaction. Delivered accurate, error-free service in time-sensitive situations.

Bachelor of Arts in Professional Studies from Purdue University Global.