Angelique Williams
Rockford,MI
Summary
Customer-focused professional with over 10 years in customer service, operations support, and administrative coordination. Expertise in managing workflows, analyzing data, and streamlining processes to enhance efficiency. Strong collaboration skills foster team development and accurate documentation in dynamic settings.
Overview
23
23
years of professional experience
Work History
Customer Care Representative
Whirlpool
Remote
10.2022 - Current
- Resolved complex customer issues with a 95% success rate, applying critical thinking and problem-solving
- Managed 70+ daily inquiries, demonstrating strong multitasking and prioritization skills in a high-volume environment
- Collaborated with internal teams to resolve escalations within 24 hours, strengthening cross-functional communication
- Trained and mentored 5 new team members, improving team productivity and onboarding efficiency
- Led process improvements that reduced resolution time by 15%
- Maintained accurate CRM records (99% accuracy), ensuring data integrity and usability
- Analyzed recurring issues and recommended workflow enhancements to improve service delivery
Contact Center Operations Specialist
Wolverine World Wide
Remote
06.2021 - 01.2022
- Managed electronic records for 1,000+ patients, demonstrating strong organizational and data management skills
- Verified insurance and entered patient data with high accuracy, supporting compliance and billing processes
- Maintained strict HIPAA compliance, ensuring confidentiality and data security
- Coordinated scheduling and patient records, improving workflow efficiency by 20%
Patient Access Representative
TeleHealth
Remote
10.2018 - 10.2020
- Maintained electronic health records for 1,000+ patients with 99% accuracy
- Scheduled appointments and coordinated patient records, enhancing workflow efficiency by 20%
- Entered new patient data accurately and verified insurance coverage
- Applied HIPAA privacy and security regulations while handling patient information.
- Created patient accounts in electronic medical records system to facilitate efficient data management.
- Updated reference materials with Medicare, Medicaid, and third-party payer requirements, ensuring compliance and accuracy in accepted insurance plans.
Merchandiser
AVI Foodsystems
Kentwood, MI
04.2016 - 11.2017
- Managed inventory placement and product organization to improve accessibility and efficiency
- Coordinated with vendors to ensure timely product availability
- Conducted audits and documented inventory processes to support operational accuracy
Security Officer
Dwelling Place of Grand Rapids
Grand Rapids, MI
03.2003 - 09.2015
- Monitored facilities and enforced safety procedures, demonstrating attention to detail and risk management
- Documented incidents and maintained detailed logs to support compliance and reporting
- Responded to incidents and coordinated with teams, strengthening crisis management and communication skills
Education
High School Diploma -
Ottawa Hills High School
Grand Rapids, MISkills
- CRM management
- Client Retention
- Training & Onboarding
- Cross-Functional Collaboration
- Data Entry & Records Management
- Performance reporting
- Process optimization
- HIPAA compliance
- Multitasking and time management
- Critical thinking
- Written and Verbal Communication
Timeline
Customer Care Representative
Whirlpool
10.2022 - Current
Contact Center Operations Specialist
Wolverine World Wide
06.2021 - 01.2022
Patient Access Representative
TeleHealth
10.2018 - 10.2020
Merchandiser
AVI Foodsystems
04.2016 - 11.2017
Security Officer
Dwelling Place of Grand Rapids
03.2003 - 09.2015
High School Diploma -
Ottawa Hills High School