Chrissy Gilliam
Dallas,TX
Summary
Astute professional offering polished communication skills. Compassionate, positive team player with exceptional interpersonal and conflict management abilities.
Overview
7
7
years of professional experience
Work History
Solutions Consultant
WaterWalk Hotel Apartments
Richardson, TX
03.2021 - Current
- Ensuring excellent first impression for all guests and visitors, providing quality customer service
- Look, Lease and Sell" stays to interested parties
- Manage all aspects of hotel guest’s accommodation and elevate "Gold Cap Experience" handling number of things from local treats and eats, from moment of arrival to their departures
- Responsible for securing payments and processing procedures
- Working with housekeeping team to coordinate and maintain cleanliness of rooms and property
- Collected customer satisfaction data via surveys and other measures
Quality Assurance Specialist
Randstad
Dallas, TX
11.2021 - 02.2022
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Monitored product standards and quality-control programs.
- Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Kept inspection journals and daily summary logs as required.
- Fixed identified issues to increase productivity and boost workflows.
- Provided quality to over 50 scorecards daily.
Peer Navigator
Dallas County Health and Human Services
Dallas, TX
07.2020 - 07.2021
- Contacted clients in person, by phone or in writing to ascertain compliance with required or recommended actions.
- Helped vulnerable individuals navigate complex healthcare system establishing rapport with clients in order to
- Working within multidisciplinary clinical care team and other ancillary service providers to promote retention and adherence to treatment for clients.
- Assisting with Covid-19 vaccinations (Project Warp Speed) Fair Park Team Leader for volunteers 2020-2021
- Participated in and conducted HIV/STD Community screenings
- Keynote Speaker for TCU (Texas Christian University) 2020 National Trans Remembrance Day.
- Developed and implemented training classes to educate team members and community residents.
- Transported or accompanied clients to scheduled health appointments or referral sites.
Team Lead/Support Escalations Specialist
Alliance Rx Walgreens Prime
Irving, TX
09.2017 - 07.2020
- Assisting patients with efficient shipping for specialty medications
- Completing test claims for insurance benefits, updating contact information, being liaison between insurance providers and medical doctor offices in regard to members/patient’s coverage and access to prescriptions
- Taking and handling both inbound and outbound teams’ overload whenever necessary
- Update of role with company as of 09/16/18 promoted to Operations Trainer (learning and development) assisting new hires and tenure agents with updated and current standard operating procedures for core operations
- Effectively managing escalations from members or Medical Doctors Offices needing clarifications and ultimately final solutions
- Working logged complaints, assigned coaching and educational opportunities for supervisors and agents needed to be top tier.
- Managed schedules, found provided coverage for short shifts.
Senior Customer Service Specialist
Pride-Staff
Plano, TX
10.2015 - 11.2017
- Provided exceptional customer service experience through temporary assignments designated by staffing agency
- 100+ customers daily with positive attitude and focus on customer satisfaction.
- Defused customer concerns with exceptional conflict and problem resolution skills.
- Memorized scripts which provided information needed to showcase and highlights companies’ passion and mission
- Assisted customers via live chat and email
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
Education
Certification of Completion - Quality Assurance Specialist
University of Phoenix
Tempe, AZ12.2021
High School Diploma -
Guthrie Job Corps
Guthrie, OK08.2002
Skills
- Customer Relationship Management (CRM)
- Troubleshooting product problems
- MS Office
- Good Telephone Etiquette
- Multitasking Abilities
- Critical Thinking
- Coaching and mentoring
- De-escalation Techniques
- Verbal and Written Communication
- Administrative and Office Support
- Team-Oriented and Cooperative
- Quality Issue Identification
Timeline
Quality Assurance Specialist
Randstad
11.2021 - 02.2022
Solutions Consultant
WaterWalk Hotel Apartments
03.2021 - Current
Peer Navigator
Dallas County Health and Human Services
07.2020 - 07.2021
Team Lead/Support Escalations Specialist
Alliance Rx Walgreens Prime
09.2017 - 07.2020
Senior Customer Service Specialist
Pride-Staff
10.2015 - 11.2017
Certification of Completion - Quality Assurance Specialist
University of Phoenix
High School Diploma -
Guthrie Job Corps