Brandi Williams
Lithonia,GA
Overview
25
25
years of professional experience
Work History
Senior Business Analyst
Gainwell Technologies
10.2019 - 07.2026
- Georgia Medicaid Support — Assisted members and providers with account access, password resets, and web portal navigation, resolving complex browser and system issues.
- EDI Transaction Management — Supported Electronic Data Interchange operations by processing and monitoring secure, encrypted data file transfers.
- Help Desk Troubleshooting — Diagnosed and resolved technical issues related to login failures, workflow navigation, and browser compatibility.
- Team Lead Responsibilities — Promoted to Team Lead overseeing timekeeping, attendance, and daily operational coverage.
- SLA Monitoring — Tracked and analyzed Service Level Agreement performance to ensure departmental compliance and efficiency.
- SME Chat Facilitation — Led a dedicated Subject Matter Expert team chat, providing real‑time guidance, escalation support, and knowledge sharing.
- Coaching & Quality Improvement — Delivered targeted coaching to team members not meeting quality standards, improving accuracy and customer satisfaction.
- Escalation Management — Handled supervisor‑level calls and high‑priority provider/member escalations requiring advanced issue resolution.
- Secure Inbox Management — Responded to sensitive inquiries sent to a secure inbox, ensuring timely and compliant communication.
- Contact Us Case Handling — Managed Contact Us submissions by completing callbacks and drafting professional, accurate email responses.
CSR - Customer Service Representative
State Road & Tollway Authority (Corporate Temps)
06.2018 - 10.2019
- I assist Customers in opening Peach Pass accounts. I process violation payments and I update Peach pass accounts accordingly. I also handle Express calls for bus schedules and route match.
Customer Service TMG Health
Blue Cross and Blue Shield
09.2016 - 09.2017
- Assisted medicaid and medicare Blue Cross and Blue Shield customers and providers with questions regarding their plans in the state of Illinois, Texas and Montana including but not limited to claims adjustment and explanation also choosing a pcp and getting new Id cards.
Customer Service
Can Marketing
10.2013 - 09.2015
- Answered phone calls regarding roof repair estimates
- Booked IPS appointments
- Processed payments
- Dispatched roofers for assessments
Customer Service
Cingular
01.2006 - 10.2009
- Processed current and past due account payments
- Assisted customers in finding the right mobile phone plan
- Executed troubleshooting to assist customers with technical issues
- Established new mobile phone service
Teacher
Advance Preparatory Academy
08.2007 - 02.2008
- Assisted four year olds in the initial basic interaction with education
- Taught under the ABECA curriculum
- We explored colors, numbers, reading and comprehension
- Prepared lesson plans
Tax Preparer
Jackson Hewitt
12.2006 - 04.2007
- Processed prior and present year tax returns
- Performed credit checks to assure creditworthiness for money now loans
Customer Service
MCI
11.2003 - 09.2005
- Handled inbound calls regarding New and current home phone service
- Directed calls to tech support that were out of my capacity
- Created and offered phone plans to fit the customer criteria
Customer Service
IRS
03.2001 - 05.2002
- Answered calls regarding tax inquires
- Settled taxpayer compliance
- Research accounts
- Adjusted taxpayer accounts
Education
Diploma - undefined
Continental Academy
Coral Gables, FL04.2001
Skills
- Customer Service
- Customer Care
- Call Center
- CSR
Timeline
Senior Business Analyst
Gainwell Technologies
10.2019 - 07.2026
CSR - Customer Service Representative
State Road & Tollway Authority (Corporate Temps)
06.2018 - 10.2019
Customer Service TMG Health
Blue Cross and Blue Shield
09.2016 - 09.2017
Customer Service
Can Marketing
10.2013 - 09.2015
Teacher
Advance Preparatory Academy
08.2007 - 02.2008
Tax Preparer
Jackson Hewitt
12.2006 - 04.2007
Customer Service
Cingular
01.2006 - 10.2009
Customer Service
MCI
11.2003 - 09.2005
Customer Service
IRS
03.2001 - 05.2002
Diploma - undefined
Continental Academy