Experienced healthcare professional with strong knowledge, research abilities, communication practices, partnerships, and leadership skills. Passionate about innovation and skilled in problem-solving, consistently exceeding expectations. Committed to making meaningful contributions to organizations and the world. Long-term goal of continuous growth in knowledge and being utilized within the company to improve healthcare and enhance member experience.
Hi, I’m
Ashley Williams
Supervisor
Summary
Overview
2025
years of professional experience
4
Certifications
Work History
United Health Group
Supervisor
8 2022 - Current
Job overview
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Track and analyze process metrics (MyMetrics, PMT, Tableau, Power BI… etc.) to determine root causes and make improvement recommendations
- Conduct file reviews, audits, and monitor calls to ensure achievement of established goals (Nexidia, Qfiniti… etc.)
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
- Supervise, monitor, track, and direct day-to-day operations of staff
- Maintain a positive work environment that supports a quality-driven team
- Assume POC for Business Manager, facilitating meetings with market leaders (Call listening
- Monthly Market overview)
- Create market readout (Excel, PowerPoint, Canva)
- Continuously updated team members on company policy changes and industry trends, ensuring their knowledge remained current and relevant.
- Oversaw recruitment efforts for the department, selecting top talent who contributed significantly to team success.
- Collaborated with other departments to streamline processes, enhancing customer experience and reducing response times.
- Coordinated cross-functional efforts to resolve complex customer problems, resulting in faster case resolutions and increased satisfaction levels.
- Championed innovative approaches towards problem-solving that resulted in more efficient and effective resolutions for customers.
United Health Group
Team Lead
10.2016 - 08.2022
Job overview
- Work closely with Director and management to assist with reports and policies
- Manage weekly reporting on various subject matters, including SharePoint updates
- Develop processes and procedures and create leader messages for organizational relays
- Manage accesses for MAOM group and Hawkeye
- Liaison with Partner Operations team under client management (Teleperformance)
- Send out daily performance reports to the operations team
- Assist with Member in Distress project, making outbound calls to ensure member satisfaction
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Act as the main point of contact for agents for immediate assistance in a WAH environment
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Build and sustain positive relationships with management, leadership, members, and peers
- Attempt to achieve first-call resolution of issues by collaborating with dedicated teams
- Create PowerPoint presentations for hosted clinics for agents needing assistance with meeting goals
- Provide agents with coaching and production opportunities
- Train management on new processes and provide support during training sessions
United Health Group
Account Advocate
10.2007 - 10.2016
Job overview
- Analyzed customer feedback to identify areas for improvement.
- Ensured compliance with all industry regulations and internal policies during day-to-day operations, maintaining the highest standards of professionalism.
- Collaborated with internal teams to identify cross-selling opportunities, driving revenue growth for the company.
- Assisted in training junior staff members on best practices for managing accounts effectively while building rapport with clients.
- Developed strong relationships with clients to foster loyalty and trust, leading to increased business opportunities.
Education
Miami Carol City High SchoolMiami
High School Diploma
05.2001
University Overview
Skills
Microsoft Word
Certification
Culture Ambassador
Timeline
Supervisor of the Month
09-2024
Culture Ambassador
10-2021
Service Hero
11-2019
M&R Level 1, 2 & 3
08-2018
Team Lead
United Health Group
10.2016 - 08.2022
Account Advocate
United Health Group
10.2007 - 10.2016
Miami Carol City High School
High School Diploma
05.2001
Supervisor
United Health Group
8 2022 - Current