Summary
Overview
Work History
Education
Skills
Certification
Timeline
Hi, I’m

Alisia Wilkes

Monroe,NC

Summary

Proactive and goal-oriented professional with exceptional time management and problem-solving skills. Recognized for reliability and adaptability, with a rapid ability to learn and apply new skills. Committed to utilizing these qualities to propel team success and make valuable contributions to organizational growth.

Overview

14
years of professional experience
1
Certification

Work History

United Healthcare Group

Install Specialist
07.2024 - Current

Job overview

  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Collaborated with cross-functional teams to achieve project goals on time and within budget.
  • Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
  • Championed the adoption of new software tools that streamlined workflows across multiple departments.
  • Assisted in developing strategic plan that aligned with long-term company goals.
  • Coordinated with IT department to upgrade cybersecurity measures, safeguarding company data.
  • Improved team collaboration by initiating regular strategy meetings.
  • Maintained database systems to track and analyze operational data.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Created and managed project plans, timelines and budgets.
  • Devised and implemented processes and procedures to streamline operations.
  • Managed 5 provider contracts per quarter

United Health Group

Provider Reimbursement Rep
09.2023 - 07.2024

Job overview

    • Uses wonderful time management skills to process maximum number of claims daily
    • Reviews contracts daily to confirm accurate pricing of claim
    • Uses Provider File System to accurately store information about providers in system
    • Uses Analytical skills to accurately price claims
    • Works well with teammates to create plans to complete daily team workload
    • Prioritizes older claims for quick release
    • Uses research skills to find accurate information to reprice claims
    • Manages inbox to respond correctly and urgently
    • Assist other teammates when when workload is heavy
    • Learns new contracts quickly to be able to assist
    • Follows procedures correctly according to providers wants and needs
    • Pivots effortlessly throughout the day to complete workload and task that arise unexpectedly
    • Uses excel to manage CCNs and other important data
    • Collected, arranged, and input information into database system.
    • Repriced over 100 claims daily.

United Health Group

SR Customer Service Representative
08.2022 - 09.2023

Job overview

    • Used tools and resources to identify solutions to customer problems
    • Monitored customer service metrics for performance optimization
    • Analyzed and interpreted qualitative and quantitative data to provide recommendations
    • Coached team members on service skills and product knowledge
    • Processed high volume of customer inquiries about products and services
    • Assisted customers in navigating complex product features and services
    • Navigated multiple computer systems and applications and utilized search tools to find information
    • Provided exceptional customer service to clients in fast-paced call center environment
    • Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
    • Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions
    • Made appropriate account corrections to resolve customer problems
    • Obtained and examined relevant information to assess validity of complaints and determine possible causes
    • Status Claim check
    • Managed 30 incoming calls daily

Majestic Notary Services

Loan Signing Agent
01.2021 - 03.2022

Job overview

  • Developed prospects for new loans by conducting 100 cold calls weekly
  • Compiled closing packages for drafting and presentation accuracy
  • Assisted clients with improving financial health by counseling on issues such as excessive spending and borrowing
  • Explained very technical financial information to applicants in easy-to-understand language
  • Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans
  • Monitored pipelines to track and log status of loans
  • Created strategies to develop and expand existing customer sales, resulting in increase in annual sales
  • Studied market to determine optimal pricing of goods and capitalize on emerging opportunities
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
  • Worked flexible hours, night, weekend, and holiday shifts
  • Maintained detailed records of all completed signings as well as any pending or scheduled appointments for easy reference.

Learn Better Marketing (SaaS)

Customer Account Manager and Admin
06.2013 - 12.2020

Job overview

  • Resolved customer service issues using company processes and policies and provided updates to customers
  • Greeted customers and listened closely to problems described to determine solutions
  • Monitored company email
  • Coached new team members on service techniques and provided scoring through quality assurance program
  • Stepped up to assist customer service manager with complaints and issues during times of department short staffing
  • Adhered to matrix within company
  • Escalated issues to proper supervisors when standard processes were not effective
  • Managed 50 customer calls per day
  • Created team activities
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills
  • Achieved specific team objectives and collection activity
  • Arranged meetings within company throughout multiple teams
  • Responded proactively and positively to rapid change
  • Communicated professionally with colleagues, freelancers, and clients
  • Enhanced productivity levels by anticipating needs and delivering outstanding support
  • Collaborated with cross-functional teams to develop strategic plans for improving overall customer experience.

Lighthouse Outreach

Intake Volunteer
05.2013 - 05.2013

Job overview

    • Interview benefits recipients at specified intervals to certify eligibility for continuing benefits
    • Established clients with programs most qualified for
    • Initiate procedures to grant, modify, deny, or terminate assistance, or refer applicants to other agencies for assistance
    • Compile, record, and evaluate personal and financial data to verify completeness and accuracy, and to determine eligibility status
    • Interview and investigate applicants for public assistance to gather information pertinent to their applications
    • Determined needed and relevant interventions based on each client's cognitive abilities and current needs
    • Determined needed and relevant interventions based on each client's cognitive abilities and current needs
    • Serviced 10 clients per day

Fdy Inc At NCCU

Customer Service Associate
08.2010 - 05.2013

Job overview

  • Distributed information to in-store guests and answered questions to serve needs and drive sales
  • Kept customer spaces clean, neat, and organized for maximum appeal
  • Assembled completed orders and processed accurate payments to minimize accounting errors
  • Assisted customers in making informed purchase choices and selecting products
  • Helped 10 customers per hour
  • Operated office-type machinery and binding equipment to efficiently support retail customers
  • Recommended appropriate services to customers and helped overcome objections with persuasive communication style
  • Tracked stock availability to order supplies for timely stock replenishment

Education

Durham Technical Community College
, Durham, NC

Associate of Science from Business
08.2014

University Overview

Completed coursework towards Associate of Science Business

Skills

Written Communication Skills

  • Multitasking Abilities
  • Verbal skills
  • Organization and Time
  • Teamwork and Collaboration
  • Managing data files
  • Intermediate computer skills
  • Goals and Performance
  • High-Volume Environments
  • Troubleshooting techniques
  • Microsoft Office Software
  • Customer relations
  • Analytical thinking
  • Expert problem solving
  • Documentation management
  • System installations
  • Team performance improvement
  • Time management
  • Self motivation
  • Business analysis

Certification

  • Notary
  • Loan signing agent


Linked in certifications

  • Artificial Intelligence for Business
  • Recruiting · Artificial Intelligence (AI)
  • Talent Sourcing
  • Microsoft Teams · Productivity Improvement
  • Candidate Generation
  • Diversity Recruitment
  • Talent Management
  • Human Resources (HR)
  • Recruiting

Timeline

Install Specialist

United Healthcare Group
07.2024 - Current

Provider Reimbursement Rep

United Health Group
09.2023 - 07.2024

SR Customer Service Representative

United Health Group
08.2022 - 09.2023

Loan Signing Agent

Majestic Notary Services
01.2021 - 03.2022

Customer Account Manager and Admin

Learn Better Marketing (SaaS)
06.2013 - 12.2020

Intake Volunteer

Lighthouse Outreach
05.2013 - 05.2013

Customer Service Associate

Fdy Inc At NCCU
08.2010 - 05.2013
  • Notary
  • Loan signing agent


Linked in certifications

  • Artificial Intelligence for Business
  • Recruiting · Artificial Intelligence (AI)
  • Talent Sourcing
  • Microsoft Teams · Productivity Improvement
  • Candidate Generation
  • Diversity Recruitment
  • Talent Management
  • Human Resources (HR)
  • Recruiting

Durham Technical Community College

Associate of Science from Business
Alisia Wilkes