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