ARLICIA WILLIAMS
Richmond,VA
Summary
Results-oriented leader at Consumer Direct Care Network with a strong track record in complaint resolution and staff training, driving improvements in team efficiency and customer satisfaction. Demonstrated expertise in conflict mediation, significantly enhancing dispute resolution processes. Proficient in report generation and dedicated to exceeding expectations through innovative solutions and meticulous detail orientation.
Overview
8
8
years of professional experience
Work History
Program Coordinator III
Consumer Direct Care Network
Richmond, VA
09.2022 - Current
- Served as a liaison between external organizations, reviewing, resolving, and responding to escalations received from MCOs, DMAS, and service facilitators.
- Provided guidance and support to new and existing program coordinators in navigating resources and systems.
- Managed the day-to-day operations of the program, ensuring compliance with applicable policies and regulations.
- Assist with reviewing and evaluating enrollment packets for participants and attendants.
- Provide hands-on mentorship and coaching on in-person office days to support staff development.
Customer Service Representative II
Consumer Direct Care Network
Richmond, VA
06.2022 - 09.2022
- Demonstrated leadership by making improvements to work processes and helping to train others
- Managed wide variety of customer service and administrative tasks to resolve customer issues
- Resolved interpersonal conflicts by listening, finding common ground and building relationships
- Exceeded customer satisfaction by finding creative solutions to problems
- Suggested and explained recommended services to meet customer needs and resolve specific issues
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines
- Demonstrated self-reliance by meeting and exceeding workflow needs
Customer Service Representative I
Consumer Direct Care Network
Richmond, VA
04.2021 - 06.2022
- Deescalated problematic customer concerns, maintaining calm, friendly demeanor
- Documented customer correspondence in CRM to track requests, problems and solutions
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Fielded customer complaints and queries, fast-tracking them for problem resolution
- Exceeded company productivity standards on consistent basis
- Trained new hires on products and services, best practices and protocols to reduce process gaps
Customer Service Representative
Eagle Tele Service
Richmond, VA
03.2019 - 11.2020
- Addressed questions, problems or requests for service or equipment
- Managed communications within assigned territories
- Documented services performed, operations information and dispatch details in system
- Scheduled and dispatched over 3000 daily roadside assistance calls based on caller locations and available employees
- Juggled multiple projects and tasks to ensure high quality and timely delivery
- Exceeded customer satisfaction by finding creative solutions to problems
- Oversaw and coordinated communications within assigned territory
Customer Service Representative Lead
Consumer Direct Care Network
Richmond, VA
01.2017 - 12.2018
- Maintained accurate records of employee performance, attendance, and disciplinary actions.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Trained, mentored, coached, and evaluated staff as necessary.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Responded to escalated customer and team member inquiries swiftly.
- Engaged in weekly discussions during leadership meetings to formulate strategies.
- Conducted weekly audits of calls for quality assurance and accuracy.
- Provided leadership, guidance and supervision to staff members.
Education
GED -
Catto Campus
Charlotte06.2018
Skills
- Complaint resolution
- Staff education and training
- Report generation
- Conflict mediation
- Dispute resolution
Timeline
Program Coordinator III
Consumer Direct Care Network
09.2022 - Current
Customer Service Representative II
Consumer Direct Care Network
06.2022 - 09.2022
Customer Service Representative I
Consumer Direct Care Network
04.2021 - 06.2022
Customer Service Representative
Eagle Tele Service
03.2019 - 11.2020
Customer Service Representative Lead
Consumer Direct Care Network
01.2017 - 12.2018
GED -
Catto Campus
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