Alisia Wilkes

• 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

• 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.

• 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

• 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.

• 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.

• 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

• 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

Completed coursework towards Associate of Science Business