ANDREA ELLIS-WRIGHT

• Responded to customer inquiries and resolved complaints in timely manner to establish trust and increase satisfaction via phone, chat ,and email.
• Created user accounts and assigned permissions.
• Created and managed over 50 help desk tickets per day , promptly addressing desktop issues to ensure timely resolve
• Supported and integrated management systems via Salesforce, Okta, Confluence and Zendesk.
• Coded websites using HTML, CSS, JavaScript, and jQuery languages.
• Helped streamline repair processes and update procedures for support action consistency.
• Generated reports to track performance and analyze trends.
• Collaborated with cross-functional teams to resolve intricate customer issues
• Cross-trained existing employees to maximize team agility and performance.
• Identified and communicated potential upsell opportunities to Sales Team
• Optimized system operation and resource utilization to streamline workflows and processes.

• Responded to all client inquiries and asked appropriate questions to facilitate resolution via phone and email.
• Collaborated with school counselors and teachers to ensure student data access
• Developed and updated databases to handle customer data.
• Delivered technical support and navigation assistance for Naviance services.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.

Contacted clients to schedule appointments and discuss progress of cases.

• Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
• Completed forms, reports, logs and records to quickly handle all documentation for human resources.
• Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.

• Processed applications for OFLC PERM 9089 in case management system.
• Complied with standard operating procedures and instructions issued from OFLC
• Collected, arranged, and input information into database system.
• Tracked and analyzed reports to determine needed improvements.
• Tracked company equipment, tools and technology to manage inventory.
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• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
• Offered every visitor professional and prompt service, completing check-ins, verifying paperwork and coordinating smooth hand-offs to nursing staff.
• Processed payments and informed individuals of further financial responsibility to facilitate timely payments.
• Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
• Complied with HIPAA guidelines and regulations for confidential patient data.
• Coordinated master schedule by booking and rescheduling appointments and balancing workloads.
• Managed high-volume insurance verifications within pressured timeframes for productive medical operations.
• Assisted patients with understanding personalized insurance coverage and benefits.
• Updated patient records with accurate, current insurance policy information.