Ashay K. Williams
Roselle Park,New Jersey
Summary
Reliable management professional with a passion for developing customer relationships. Experienced in creating training programs and implementing organizational strategies. Committed to providing superior customer service and maintaining high standards for customer satisfaction. Able to handle complex tasks with ease and professionalism.
Overview
14
14
years of professional experience
Work History
Care Manager Associate
Aetna, A CVS Health
03.2023 - Current
- Reviewing eligibility, benefits, and open pre-certification cases
- Responsible for initial review and triage 30-70 of Care Team tasks per day
- Motivated associates through recognition programs that rewarded exceptional work ethic
- Developed employee training programs to ensure company policies were followed
- Promotes communication, both internally and externally to enhance effectiveness of medical management services
- Protects confidentiality of member information and adheres to company policies regarding confidentiality.
- Enhanced patient care by developing and implementing individualized care plans.
- Improved patient satisfaction through effective communication and collaboration with interdisciplinary healthcare teams.
Assistant Manager/ Internet Consultant
Global Motors Corp
12.2012 - 09.2020
- Effectively supervise the day-to-day of a busy customer service/internet department
- Assistant with customer satisfaction goals and training of customer service staff members to effectively meet and help each employee hit their weekly/monthly goals
- Assisting manager with employee weekly payroll submission/performance overview
- Engaging in weekly meetings/mentoring and staff training to help better service the department's customer service
- Customer relations- Helping customers with the purchase of a new car, service inquiries, and problem-solving
- Assisted customers via phone, email, and text, approximately 100 calls per day.
- Collaborated with upper management to develop and implement business improvements
- Handled escalating problems to improve customer relations, maintain brand loyalty, and recapture lost revenue opportunities
- Monitored employee performance using real-time data and reports.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Increased sales through effective merchandising strategies and targeted promotions.
Customer Service Representative
Joyce Leslie Department Store
01.2010 - 12.2012
- Inventory o Processed customer exchanges, refunds, and bill adjustments to correct product or service problems
- Conferred with customers by telephone or in-person to provide information about products or services.
- Streamlined communication processes for increased efficiency in addressing customer inquiries.
- Enhanced customer experiences by providing timely and accurate information on products and services.
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
Education
Bachelor of Science - Science/ Business Management
William Patterson University
Wayne, NJ05.2024
Associate of Applied Science - Science/Allied Health
Middlesex County College
Edison, NJ05.2019
Skills
- Business Development
- Microsoft Office expertise
- Customer relations
- CRM
- Problem Solving
- Multi-tasking
- Leadership
- Communication
Timeline
Care Manager Associate
Aetna, A CVS Health
03.2023 - Current
Assistant Manager/ Internet Consultant
Global Motors Corp
12.2012 - 09.2020
Customer Service Representative
Joyce Leslie Department Store
01.2010 - 12.2012
Bachelor of Science - Science/ Business Management
William Patterson University
Associate of Applied Science - Science/Allied Health
Middlesex County College
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