Alencia Crowder
Cedartown,GA
Summary
Dynamic professional with a proven track record at UnitedHealth Group, excelling in advanced problem solving and process improvement. Successfully enhanced remote enrollment support, achieving high compliance and satisfaction. Adept in Salesforce and CRM, with a strong focus on driving results and fostering collaboration across teams to optimize operational efficiency.
Overview
13
13
years of professional experience
Work History
One Stop Operator
In The Door
Rome, GA
02.2025 - Current
- Coordinated service delivery across NWGA Comprehensive One-Stop and affiliate sites.
- Fostered partnerships within One-Stop system to enhance multi-agency collaboration.
- Ensured compliance with Equal Employment Opportunity requirements and maintained accessibility standards.
- Led staff training initiatives to enhance program knowledge and cultural competency.
- Engaged regional employers to assess workforce needs and improve job seeker alignment.
- Promoted NWGA One-Stop services to community groups, increasing awareness and engagement.
National Admissions Advisor
Perdoceo Education Corporation
01.2021 - 03.2024
- Led remote admissions strategies, increasing student enrollment by 30% through virtual consultations
- Enhanced virtual outreach and engagement, boosting conversion rates by 20%
- Designed online orientation resources that improved engagement by 25%
- Acted as primary liaison across departments, ensuring smooth virtual operations
Enrollment Specialist
UnitedHealth Group
02.2019 - 03.2020
- Delivered remote enrollment and assessment support with high compliance and satisfaction
- Addressed inquiries from providers and carriers, resolving issues efficiently
- Collaborated cross-functionally to improve resolution speed by 20%
Platinum Care Supervisor
WorldPay
05.2016 - 03.2019
- Supervised a 25-person remote team, enhancing metrics via remote training
- Led bi-weekly virtual meetings to implement service improvements
- Developed remote training to cut onboarding time by 30%
Remote Business Technical Support Team Lead
Sprint
03.2013 - 05.2016
- Promoted to Team Lead within 3 months due to strong leadership
- Boosted satisfaction scores by 25% through streamlined remote operations
- Managed SLA adherence with effective remote team coordination
Online Contact Customer Service Analyst
Home Depot
02.2012 - 03.2013
- Supported high-volume online orders and inquiries remotely
- Served as interim trainer, increasing trainee performance by 40%
Education
Bachelor of Arts - Human Resources Management
American InterContinental University
Schaumburg, IL04-2026
Associate Degree -
American Intercontinental University
03-2024
Skills
- Advanced problem solving
- Process improvement
- Data integrity
- Account management
- Inbound support
- Research and analysis
- Risk management
- Strategic planning
- Salesforce and CRM proficiency
- Avaya and Mondaycom expertise
- Slack and Excel knowledge
- Google Suite and Zendesk skills
- Peoplesoft and Kronos experience
- QuickBooks and Oracle familiarity
- AS400 and CITRIX usage
- Lotus Notes and EPIC capabilities
- Photoshop and Adobe Illustrator skills
- JIRA project management
Tech Tools
- Salesforce
- CRM
- Avaya
- Monday.com
- Slack
- Excel
- Google Suite
- Zendesk
- Peoplesoft
- Kronos
- QuickBooks
- Oracle
- AS400
- CITRIX
- Lotus Notes
- EPIC
- Photoshop
- Adobe Illustrator
- JIRA
Professional Development
- Administrative Assistant, 02/01/20
- Call Center Customer Service, 06/01/19
- Customer Focus & Orientation, 02/01/20
Timeline
One Stop Operator
In The Door
02.2025 - Current
National Admissions Advisor
Perdoceo Education Corporation
01.2021 - 03.2024
Enrollment Specialist
UnitedHealth Group
02.2019 - 03.2020
Platinum Care Supervisor
WorldPay
05.2016 - 03.2019
Remote Business Technical Support Team Lead
Sprint
03.2013 - 05.2016
Online Contact Customer Service Analyst
Home Depot
02.2012 - 03.2013
Bachelor of Arts - Human Resources Management
American InterContinental University
Associate Degree -
American Intercontinental University
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