Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

ANNA WILLIAMS

Dallas,TX

Summary

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Engagement Specialist

CHCP(College Of Healthcare Professions)
08.2023 - Current
  • Handle incoming inquiries with professionalism, adhering to client-specific guidelines to deliver superior customer experiences
  • Cultivate and manage referral partnerships with school counselors, outpatient providers, healthcare systems, and community leaders.
  • A proven ability to manage and respond to customer requests across multiple channels (phone, email, service desk) with a focus on thorough research and accurate solutions
  • Built strong relationships with clients through active listening and empathy, resulting in increased loyalty and retention.
  • Monitored and evaluated impact of engagement activities, making data-driven adjustments to strategies.
  • Established rapport with clients through active listening skills and empathetic problem-solving abilities in challenging situations.
  • Streamlined communication channels for improved customer engagement through social media management.
  • Handled high volume of engagements and fast pace of cloud computing market.
  • Managed 200 inbound calls per day

Customer Service Representative Team Lead

Broad Path Healthcare
03.2018 - 08.2022
  • Records all customer contacts, including resolution or forwarding action taken to refer question to proper party.
  • Demonstrate a positive attitude and serve others with personal service 100% of the time.
  • Receives and responds to all patient inquiries and complaints that may pertain to all phases of operations including billing, claims, claim denials, payments, and collection activities.
  • Submits data trends and outcome assessments; assists in developing new measures as appropriate.
  • Assists administrative and technical personnel in developing, organizing, and evaluating quality management program goals and objectives.
  • Report any failure of SLA or company goals or conflicts to supervisor immediately
  • Moderate computer proficiency including working knowledge of Microsoft Office and/or Google Suite Tools
  • Communicate effectively with consumers via all channels (Including but not limited to: telephone, email, letter, chat, text, social media, etc…)

Systems Quality Assurance Analyst

Brink Home Security
02.2015 - 03.2018
  • Collaborated with Senior Manager to analyze company KPI's and improving them by utilizing team involvement, and group projects
  • Directed product testing activities throughout production cycles
  • Organized Customer Tech Support Training on software security system troubleshooting and analyzing data
  • Oversaw and managed partner performance improvement plans & own and distribute Quality & CSAT partner reporting maintaining KPI's
  • Supervised individuals and team performance via goal setting, individual one-on-one sessions.
  • Organize, manage, and complete all assigned tasks according to established department and company procedures and deadlines.
  • Drive resolution of caller questions/issues on the first call whenever possible (e.g., first-call resolution, one-and-done)
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Managed 250 calls and emails per agent

Sales Associate/Area Sales Manager

Macy's Department Store
01.2013 - 02.2015
  • Conferred with department heads to plan advertising services and secure information on equipment and customer specifications
  • Planned and directed staffing, training, and performance evaluations to develop and control sales and service programs
  • Prepared budgets to approve budget expenditures
  • Reviewed operational records and reports to project sales and determine profitability.

Education

Bachelor of Science (B.S.) Health Sciences -

East Texas Baptist University
09.2015

Skills

  • Multitasking
  • Teamwork and collaboration
  • Trouble Shoot Technical Issues
  • CRM Management
  • Quality Compliance
  • Organizational skills
  • Time management abilities
  • Team management
  • Information gathering and analysis
  • Ensure Compliance with HIPAA,and Federal Regulations
  • Insurance Verification
  • Data Driven Decision Making
  • Avaya
  • G- Suite
  • Experienced in Word, Excel, PowerPoint, and Outlook
  • ERP
  • Typing 40 words per min
  • Self Motivated
  • Salesforce
  • Slack
  • Data Entry
  • Resolve Customer Concerns

Certification

  • Comp TIA Security+
  • Salesforce
  • Digital Marketing
  • First Aid/CPR
  • Java
  • Mortgage Processor
  • Python
  • Emotional Intelligence Coach
  • Human Resource Consultant

Timeline

Engagement Specialist

CHCP(College Of Healthcare Professions)
08.2023 - Current

Customer Service Representative Team Lead

Broad Path Healthcare
03.2018 - 08.2022

Systems Quality Assurance Analyst

Brink Home Security
02.2015 - 03.2018

Sales Associate/Area Sales Manager

Macy's Department Store
01.2013 - 02.2015

Bachelor of Science (B.S.) Health Sciences -

East Texas Baptist University

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