Summary
Overview
Work History
Education
Skills
Timeline
Generic

Anna Washington

Nashville,TN

Summary

Experienced in optimizing productivity, efficiency, and service quality across various environments. Highly dependable, ethical, and reliable support specialist and leader. Expertise in blending advanced organizational, technical, and business acumen to drive operational and service excellence. Proven track record of working effectively with cross-functional teams. Committed to delivering exceptional results and exceeding expectations.

Overview

11
11
years of professional experience

Work History

Market Admin Coordinator

Monogram Health
06.2024 - Current


  • Plays a vital role in supporting marketing and administrative functions, improving the company's outreach and operational effectiveness. Prepare reports and presentations on clinicians' performance and administrative activities for management review.
  • Delegated tasks to administrative support staff to organize and improve department efficiency.
  • Address and resolve administrative issues as they arise, coordinating with relevant departments to ensure smooth operations.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Entered data, generated reports, and produced tracking documents. Gathered and organized materials to support operations.

Engagement Specialist

Monogram Health
07.2023 - 06.2024
  • As a Membership Advisor, served as an integral part of the care team, handling administrative responsibilities essential to delivering transformative kidney care.
  • Executed outbound calls to existing patients to collect necessary information and coordinate appointments, including in-home care management visits, telehealth consultations, physician office appointments, dialysis center tours, group support sessions, and other required engagements.
  • Utilized Salesforce for data entry, ensuring accurate and timely record management to facilitate seamless operations and informed decision-making.

Team Lead

Asurion
05.2018 - 04.2023
  • Led a team of experts by providing clear direction, ongoing support, and opportunities for career growth. While enhancing customer satisfaction, productivity, and performance.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Successfully onboard new team members, ensuring understanding of company policies, procedures, and process improvements to achieve production performance metrics.
  • Collaborated with business unit leaders to identify opportunities for enhancing the customer experience.
  • Managed scheduling and adherence to align with business needs, optimizing resource utilization while fostering a balanced work environment.
  • Developed effective improvement plans in alignment with goals and specifications while maintaining an 85% productivity rate.
  • Helped meet changing demands by recommending improvements to business systems or procedures.

Quality Assurance Specialist

Asurion
01.2016 - 05.2018
  • Oversaw the monitoring, inspection, and implementation of measures to enhance the quality of an organization’s final products, ensuring compliance with established standards.
  • Conducted quality training sessions for over eight staff members, resulting in heightened quality awareness and a 10% reduction in the company-wide error rate.
  • Designed and executed tests, identified errors, and provided actionable feedback to ensure the final product aligned with the company’s quality benchmarks.
  • Interpreted test results by comparing to established specifications and control limits, making recommendations on appropriateness of data for release.

Technical Support

Asurion
04.2014 - 01.2016
  • Experienced in diagnosing issues, implementing solutions, and delivering exceptional customer satisfaction through strong communication and troubleshooting skills.
  • Proficient in managing high call volumes while maintaining accurate and detailed records in CRM systems.
  • Provided technical support and customer service to engineers and lab users that conducted systems integration tests.
  • Delivered expert technical support for cell phone users, effectively troubleshooting hardware and software issues.
  • Successfully resolved over 50 customer inquiries daily across phone, email, and live chat channels, achieving a 95% customer satisfaction rate.

Education

High School Diploma -

Stratford High School
04.2007

Skills

  • Conflict Resolution
  • Omni Software
  • Troubleshooting
  • Budget management
  • Administrative leadership
  • Compliance
  • Salesforce Administration
  • Multitasking & Prioritization
  • Time Management
  • Verbal and written communication
  • De-escalation Techniques
  • Prospect Engagement

Timeline

Market Admin Coordinator

Monogram Health
06.2024 - Current

Engagement Specialist

Monogram Health
07.2023 - 06.2024

Team Lead

Asurion
05.2018 - 04.2023

Quality Assurance Specialist

Asurion
01.2016 - 05.2018

Technical Support

Asurion
04.2014 - 01.2016

High School Diploma -

Stratford High School
Anna Washington