Donald Wilson II
Bolingbrook,IL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the healthcare management industry. I am a solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. I am motivated to maintain customer satisfaction and contribute to the company's success. I specialize in quality, speed, and process optimization. I am a collaborative leader with the goal of promoting an engaging and empowering work culture.
Overview
6
6
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE REPRESENTATIVE III
Automated Health Systems
08.2021 - Current
- I enhanced associate support efficiency by 17% through the implementation of an advanced approach, effectively eliminating wait times.
- Elevated understanding of current business requirements by leveraging expertise in existing procedures to develop a daily outline that guides and informs associates.
- I prioritized tasks according to their significance, aligning with state expectations and achieving our 82% quota to meet high-value targets.
- Contributed to the development of an online system enabling members to seamlessly update their current status information, thereby eliminating the necessity of phone calls or mail responses.
- I reduced the need for appeals by 5% by motivating associates to enhance their performance and attention to detail.
- I provided training to incoming staff from various agencies and different departments within our organization.
DATA ENTRY SPECIALIST
Ada S. McKinley Community Services
10.2020 - 02.2022
- Ensure the maintenance and protection of Protected Health Information (PHI) by adhering to guidelines established by HIPAA and company policy.
- Identified data entry errors and reported to necessary departments.
- I rectified data entry errors to ensure accuracy and prevent duplication or data degradation
- I oversaw document management by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
TEAM LEADER
PBD Worldwide
08.2018 - 10.2020
- Supervised and directed roughly 30 employees engaged in related services, including picking, packing, and loading or unloading of trailers.
- Enforced strict compliance with safety rules and regulations to align with our goal of a maximum of two accidents per quarter.
- Prepared, compiled, and submitted comprehensive reports on work activities, operations, production, and work-related accidents to upper management.
- Facilitated the promotion of new job opportunities and conducted training sessions for a class of 10 every two weeks in alignment with company policies and guidelines
- Conducted inspections of employees' work and productivity to ensure adherence to our 95% push rate.
- Generated significant cost savings for the company by streamlining shipping operations. This involved replacing expensive carriers with popular alternatives offering bundled pricing, resulting in a 20% boost in profit.
SHIFT LEADER
Wendy's
07.2017 - 11.2019
- Maintained the cleanliness of the restaurant in accordance with state laws and company procedures,
- Prepared end-of-shift reports for management review and approval.
- Developed effective shift plans, optimizing team member line-ups to enhance overall shift efficiency.
- Engaged in leadership meetings to contribute to the development of new policies and procedures.
- Oversaw inventory management and facilitated supply orders to maintain well-stocked levels of essential supplies at the location.
Education
High School Diploma -
BOLINGBROOK HIGH SCHOOL
Bolingbrook, IL05.2019
Skills
- Leadership: 4 years delegating and coaching cross-functional teams
- Business strategy: Provided guidance on innovative techniques and successfully implemented new strategies to enhance business profitability
- Customer proficiency: Experienced in effective communication with individuals, adept at de-escalating customer complaints, and possessing extensive product knowledge
Certification
- Google IT support certificate: I am competent in foundational skills, including troubleshooting and customer service, networking, operating systems, system administration, and security.
Additional Information
References available upon request
Timeline
CUSTOMER SERVICE REPRESENTATIVE III
Automated Health Systems
08.2021 - Current
DATA ENTRY SPECIALIST
Ada S. McKinley Community Services
10.2020 - 02.2022
TEAM LEADER
PBD Worldwide
08.2018 - 10.2020
SHIFT LEADER
Wendy's
07.2017 - 11.2019
High School Diploma -
BOLINGBROOK HIGH SCHOOL