Empres Wiley
Raleigh,NC
Summary
Results-driven administrative and client services professional with experience in government, healthcare, and insurance environments. Skilled in managing high-volume client interactions, maintaining accurate documentation, and navigating multiple systems to support efficient operations and compliance. Seeking an opportunity to contribute strong organizational, communication, and problem-solving skills in a role that supports client services, program operations, or administrative functions. Strong work ethic, quickly adapting, professionalism, and sound judgment while supporting departmental operations and the public.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Patient Support Specialist (Contract)
Randstad
09.2025 - 01.2026
- Served as a primary liaison between patients, healthcare providers, pharmacies, and internal teams, managing high-volume inbound and outbound calls regarding prescription status, medication shipments, and patient program support.
- Managed and updated customer orders and service cases in Salesforce, documenting interactions, tracking case activity, and ensuring accurate case resolution.
- Investigated and resolved order discrepancies, shipment delays, billing questions, and prescription processing issues, ensuring timely closure of customer cases.
- Coordinated with distribution and pharmacy teams to schedule medication deliveries, confirm prescription fulfillment, and resolve logistics-related issues.
- Assisted with maintenance of customer and patient accounts, ensuring accurate data entry within Salesforce and other internal systems.
- Maintained detailed documentation and patient records while ensuring HIPAA compliance and adherence to internal data governance policies.
- Provided empathetic support to patients navigating specialty medication services, addressing concerns and troubleshooting service or delivery issues.
- Consistently met accuracy and efficiency standards for prescription processing and documentation.
Child Care Subsidy Eligibility Caseworker I
Wake County Health & Human Services
01.2024 - 03.2025
- Managed an assigned Child Care Subsidy caseload, determining eligibility for families seeking financial assistance for childcare services based on income, household size, and program guidelines.
- Conducted client interviews by phone and in person to collect financial, employment, and household information necessary to complete eligibility assessments.
- Processed applications, recertifications, and case updates while ensuring compliance with North Carolina Child Care Subsidy program policy.
- Maintained and updated case records within NC FAST and OnBase, ensuring proper documentation and accurate data entry.
- Served as Duty Worker, responding to incoming calls requesting assistance with applications, eligibility questions, and case updates.
- Reviewed supporting documentation such as income verification, employment records, and provider information to determine program eligibility.
- Responded to client and childcare provider changes, updating cases in accordance with policy requirements.
- Coordinated with Wake County departments, childcare providers, and community agencies to address client needs and resolve case issues.
Customer Care Advocate
MetLife
06.2024 - 11.2024
- Managed high-volume inbound calls from employees, beneficiaries, and providers, addressing inquiries related to disability benefits, policy coverage, and claim status.
- Processed short-term disability, long-term disability, and FMLA claims by reviewing eligibility criteria, supporting documentation, and policy guidelines.
- Analyzed medical records, employment information, and policy requirements to support accurate and timely claim determinations.
- Provided clear explanations of benefits, claim requirements, and next steps, ensuring clients understood their eligibility and documentation needs.
- Researched and resolved complex claim issues, including missing documentation, eligibility discrepancies, and benefit adjustments within established service timelines.
- Navigated multiple internal systems simultaneously to update claim records, document interactions, and track case progress.
- Maintained detailed and accurate documentation to support regulatory compliance, audit readiness, and data integrity.
- Demonstrated empathy and professionalism when assisting clients with sensitive or high-stress situations, including disability-related claims.
- Collaborated with internal departments and external providers to verify information and support end-to-end claim processing and resolution.
Complaint Resolution Official
Breeze Airways
01.2024 - 06.2024
- Escalated unresolved or complex matters to management or regulatory channels as appropriate.
- Ensured confidential handling of sensitive passenger information and maintained professionalism in high-stress situations.
- Acted as a liaison between passengers, airline staff, and airport authorities to ensure timely and effective resolution.
- Assisted with training and guidance for frontline staff regarding complaint handling procedures and accessibility requirements.
- Supported daily airport operations by assisting with customer inquiries, message routing, and coordination across departments.
- Maintained a calm, customer-focused approach while handling time-sensitive and high-volume interactions.
Administrative Support / Call Center Agent
IHG Hotels & Resorts
04.2022 - 05.2023
- Coordinated daily office functions including scheduling, correspondence, and document preparation.
- Maintained customer records and produced regular performance and service reports.
- Supported management with travel logistics, meeting coordination, and filing of confidential materials.
- Streamlined office procedures to enhance operational efficiency, leading to noticeable gains in staff productivity and customer satisfaction.
- Developed comprehensive performance reports for management, facilitating informed decision-making and strategic planning.
- Handled high volumes of incoming calls from customers while maintaining quality standards for call duration time.
- Employed active listening skills to accurately assess customer needs and provide appropriate solutions.
- Answered calls, left voicemails, and scheduled follow-up calls to drive customer engagement.
- Resolved escalated customer complaints in a calm and diplomatic manner while ensuring that all commitments were met.
- Provided prompt assistance with product and service questions, billing disputes, account updates, and booking processing requests.
- Collaborated closely with colleagues across departments such as technical support teams or sales representatives when necessary.
- Completed account requests, including balance inquiries, transaction history and booking checking.
- Monitored daily performance metrics including average handle time, first call resolution rate, abandonment rate.
Education
Bachelor of Science - Supply Chain & Operations Management
Western Governors University
Salt Lake City, UT07.2026
Skills
- Eligibility Determinations
- Child Care Subsidy Program Policy
- Caseload Management
- Client Interviewing & Needs Assessment
- Application & Recertification Processing
- NC FAST
- OnBase
- Salesforce (CRM)
- Documentation & Compliance
- Data Entry
- Problem Resolution
- High-Volume Client Communication
- Policy Interpretation
- Crisis Support & Client Advocacy
- Cross-Functional Coordination
- Microsoft Office (Excel, Word, Outlook)
Certification
- Notary Public, North Carolina 10/2025
- Executive Assistant Certification, Alison Learning, 5349-30134011
PROFESSIONAL DEVELOPMENT
Time Management & Workplace Reliability Training — emphasis on punctuality, deadline adherence, integrity and workflow organization -06/2025
Timeline
Patient Support Specialist (Contract)
Randstad
09.2025 - 01.2026
Customer Care Advocate
MetLife
06.2024 - 11.2024
Child Care Subsidy Eligibility Caseworker I
Wake County Health & Human Services
01.2024 - 03.2025
Complaint Resolution Official
Breeze Airways
01.2024 - 06.2024
Administrative Support / Call Center Agent
IHG Hotels & Resorts
04.2022 - 05.2023
Bachelor of Science - Supply Chain & Operations Management
Western Governors University