Adriana Wilcox
Allen
Summary
An open minded individual with a flexible approach to work. Able to work well with a group or on own initiative. Willing to take any responsibility and assignments, regardless of the challenge. A self-reliant individual with the ability to pick up new ideas and concepts quickly. Enjoys learning new skills and methods of working. Takes pride in producing excellent work and can accept constructive criticism. Organized and can work under pressure in a busy environment. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills.
Overview
21
21
years of professional experience
Work History
Customer Care Representative
HFC
07.2020 - Current
- Helps large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Navigated multiple computer systems and applications to find information.
- Working directly with over 100 franchises and their teams to insure schedules are correct
- Handling accounts and direct clients for several National Accounts.
Credentialing And Training Specialist
Examination Management Services Inc.
06.2014 - 07.2020
- Performed primary source verifications such as criminal histories, licenses and board certifications
- Prepared employees for assignments by establishing and conducting orientation and training programs
- Oversaw all facets of staff and client training objectives to install knowledge of federal, state and local regulations and requirements
- Supported executive decision-making by reporting on metrics and recommending actionable improvements
- Worked with HR management to devise and update policies based on changing industry and social trends
- Evaluated performance of staff at each facility and made recommendations for process improvement.
- Sole trainer for Breath and Alcohol testing of agents out in the field.
Disability Specialist
Sedgwick CMS
02.2006 - 06.2014
- Analyzed insurance organizational structures, business and intermediaries; studied basic documents, including common clauses, policies and insurance contracts
- Communicated extensively with patients to provide assistance, support and instructions
- Stayed current on HIPAA regulations, benefits claims processing, medical terminology, and other procedures
- Reviewed customer data to assess current issues and determine eligibility for potential solutions
- Reduced process lags and effectively trained team members on best practices and protocol.
Evening Supervisor
Kiwi Carpet Cleaning
08.2003 - 01.2009
- Addressed customer complaints to drive satisfaction and adjusted operational strategies to reduce issues
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability
- Trained and mentored new employees to maximize team performance and achieve daily performance objectives
- Managed day-to-day operations, including supervision and assignment delegation for 15-member team.
Education
Nursing -
Colin County Community College
Plano, TXNorth Central Texas College
Frisco, TXSkills
- Microsoft Office
- Issue resolution
- Customer assistance and support
- Peer training
- Process improvements
- Oral and written communication
- Project documentation
- Vendor contracts and relationships
- Strong analytical skills
- Project management
- Results-oriented
- Unsurpassed work ethic
- Relationship Building
- Quality assurance and control
Timeline
Customer Care Representative
HFC
07.2020 - Current
Credentialing And Training Specialist
Examination Management Services Inc.
06.2014 - 07.2020
Disability Specialist
Sedgwick CMS
02.2006 - 06.2014
Evening Supervisor
Kiwi Carpet Cleaning
08.2003 - 01.2009
Nursing -
Colin County Community College
North Central Texas College
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