Sophia Casely-Hayford

Managed a portfolio of 500+ residential mortgage accounts, assisted borrowers with escrow analysis and loan modifications, and improved portfolio performance by 10% while maintaining a 95% customer satisfaction rate.

Reviewed medical service authorizations to create, update, and close client accounts, and collaborated with case managers and internal teams to streamline intake operations.

Handled complex customer inquiries across multiple channels, managed high-volume interactions, and trained team members to improve performance and satisfaction.

Coordinated daily medication administration in alignment with patient treatment plans and collaborated with healthcare teams to ensure accurate dispensing and adherence.

Managed customer interactions, documented interactions in customer-management systems, and followed up on unresolved issues to ensure timely resolutions.

Processed health insurance registrations and renewals via state exchange systems, handled 100+ daily calls, and assigned members to managed care organizations.

Coordinated programs supporting children of incarcerated parents, provided mentorship and case management, and maintained compliance records.

Supported administrative functions at a senior center, contributing to documentation and reporting.

Master of Social Science in Human Services from the University of Baltimore, completed in May 2020.

Bachelor of Arts in English Language from Redeemer's University, completed in June 2014.