Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Ajanai Wilcox

Summary

Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.

Focused on maintaining optimal coverage and service levels. Effective at training new employees on regulations, monitoring patterns and handling schedule requests. Writes reports, updates spreadsheets and produces forecasts.

Motivated professional offering proficiency in data entry combined with strong mathematical and analytical thinking skills. Personable team player with exceptional customer service abilities. Fast learner and committed to continuous, self-directed learning.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Advocate/Call Center Customer Service Representative

United Healthcare
11.2022 - Current
  • Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
  • Reduced average call handling time through active listening, empathy, and effective problem-solving skills.
  • Delivered friendly service and offered expert support in every interaction.
  • Established trusting relationships with members by maintaining open lines of communication throughout the entire representation process.
  • Utilized excellent communication skills in both written and verbal forms to effectively address customer inquiries and concerns.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

Site Lead

Curative Medical
01.2022 - 11.2022
  • Reviewed all quality errors for the team identifying coaching opportunities and rebuttals.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Worked with supervisor to solve more complex problems.

Workforce Analyst

Reliable Healthcare Solutions
08.2019 - 01.2022
  • Managed overtime, shift swaps, breaks and PTO requests.
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Provide information/updates/tracking of projects and tools to operational business partners in an aligned line of business
  • Utilize data to present insights into areas of opportunity with regards to metrics and / or the efficient use of resources
  • Anticipated customer needs and proactively identify solutions
  • Plan, prioritize, organize, and complete work to meet established and evolving objectives and timelines
  • Worked with management to develop strategic and tactical plans to meet different requirements.

Data Entry Clerk

University Of Antelope Valley
12.2016 - 04.2019
  • Completed data entry tasks with accuracy and efficiency.
  • Followed established procedures to enter and process data correctly.
  • Organized, sorted, and checked input data against original documents.
  • Scanned documents and saved in database to keep records of essential organizational information.
  • Enhanced data accuracy by implementing quality control measures and streamlining data entry processes.
  • Reduced turnaround times for urgent requests by prioritizing tasks based on project deadlines and resource availability.

Education

Bachelor of Science - Healthcare Management

University of Antelope Valley
Lancaster, CA
04.2019

Skills

  • Resolving issues
  • Data Collection & Research
  • Microsoft Excel
  • Scheduling Optimization
  • Experience with Social work, behavioral health, disease prevention, health promotion and behavior change
  • Written and Verbal communication
  • Solid problem-solving skills that enable quick identification and efficient resolution of issues
  • Experience in HealthCare/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design)
  • Workforce Management software (such as IEX, Workforce Management IEX, )
  • health care industry
  • data entry
  • analytical and communication tools to present information (Excel, PPT, etc)

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of 8 staff members.
  • M&R certified Level 1& 2

Certification

  • Certified Team Lead, Curative Medical - July 2022

Timeline

Advocate/Call Center Customer Service Representative

United Healthcare
11.2022 - Current

Site Lead

Curative Medical
01.2022 - 11.2022

Workforce Analyst

Reliable Healthcare Solutions
08.2019 - 01.2022

Data Entry Clerk

University Of Antelope Valley
12.2016 - 04.2019

Bachelor of Science - Healthcare Management

University of Antelope Valley

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Ajanai Wilcox