Rochelle Tissera

Primary client contact for a large health insurer, owning daily operations, escalations, and service deviations. Monitored file processing and outputs, coordinated across product, logistics, finance, and technical teams, and maintained order documentation, reconciliation, billing accuracy, and SLA tracking. Produced operational, billing, and performance reports and drove proactive issue prevention.

Managed a portfolio of clients, resolving inquiries, complaints, and technical issues through phone, email, and ticketing tools. Partnered with operations, product, billing, and project teams to maintain service continuity, performed root cause analysis and process improvements, and reconciled and audited pricing and invoicing data. Maintained complete case histories in CRM for audit readiness.

Coordinated real time communications during incidents, ensuring accurate information flow between officers, emergency services, and public channels. Trained and mentored new staff on procedures and communication standards, managed incident reporting, and maintained operational visibility using digital radio systems, incident databases, and workflow tools in fast changing environments.