Job Search Status
Open to workDesired start date: Open to discussion
Open To Work
Gloria Adams
High Point,NC
Work Preference
Summary
To obtain a specialized position that will offer an opportunity for advancement and career development. This opportunity will also allow me to utilize my diverse skills while enhancing my professional longevity.
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Detail-oriented Research Analyst with first-rate active listening, communication and planning traits. Creative and persistent to quickly and effectively solve various problems that may arise. Committed to completing accurate and thorough competitive assessments. Outstanding research skills combined with effective decision-making talents.
Overview
10
10
years of professional experience
Work History
Research Analyst
Bswift
High Point, NC
06.2023 - Current
- Prepared detailed reports summarizing research findings and recommendations for further action.
- Conducted in-depth qualitative and quantitative research to identify trends and generate insights.
- Collaborated with cross-functional teams to generate relevant insights from diverse datasets.
- Streamlined internal workflows by automating data collection, analysis, and reporting tasks.
- Interpreted data and made recommendations from findings.
- Increased client satisfaction by providing customized research solutions tailored to their unique business needs.
- Created and maintained database to store research data.
- Analyzed large volume of data to identify patterns, trends and correlations.
- Improved data accuracy by conducting in-depth research and analysis on industry trends and market behavior.
- Supported senior management in making informed decisions by delivering timely and accurate research findings.
- Developed and maintained research partnerships to expand knowledge and access to information.
Sr. Health Concierge
bswift
Winston-Salem, NC
07.2019 - Current
- Responsible for escalated calls, ensuring satisfaction through prompt, accurate and careful handling.
- Coaches and mentors less experienced team members, assisting with complex questions and customer interactions.
- Performs quality audits and provides feedback based on the results of the audits.
- Acts as liaison between staff and other areas, including management, communicating workflow results, ideas, and solutions.
- Completes various business reports, including tracking and trending and metrics.
- Works with manager to allocate resources to meet volume and performance standards including targeted metrics.
- Responsible for team's Standard Operating Procedures, with a focus on process improvement.
- Initiates and maintains partnerships with others throughout the organization.
- Inspires, supports, and initiates Contribute to workflow review/distribution.
- Lead training sessions, to initiate & participate in the administrative process of Aetna's performance management process within New hire classes.
Health Concierge
bswift
Chicago, IL
11.2017 - 07.2019
- Educates and assists on various elements of benefit plan information and available credited to enhance the overall customer service with the company. Utilize all relevant information to effectively influence member engagement.
- Process claims timely and accurately in a fast paced, engaging and diverse environment while handling customer satisfaction as a top priority while maintaining a positive and professional attitude.
- Provide subject matter expertise concerning enrollments, appeals and special processes.
- Assist members with password resets and login assistance.
Customer Service Representative
Rose International
Chesterfield, MO
04.2017 - 11.2017
- Provide great customer service to employees regarding their health benefits
- Process transactions and resolve issues
- Assist with lower level client facing escalations and other special projects
Customer Service Representative
Xerox
Bolingbrook, IL
08.2016 - 03.2017
- Provided customer service to Verizon customers and assisted the customers with payments, technical issues, billing and ordering of devices.
Education
High School -
Maria High School
Chicago, IL05.1996
Skills
- Supervision (4 years), Disciplinary Corrections (10 years), Security (10 years), Trainer (10 years)
- Strong analytical skills
- Microsoft Excel
- Data analytics
- High attention to detail
- Analytical mindset
- Research methods
- Team leadership
- Relationship building
- Decision-making
- Customer service
- Analytical thinking
- Client relationship management
- Customer complaint resolution
Timeline
Research Analyst
Bswift
06.2023 - Current
Sr. Health Concierge
bswift
07.2019 - Current
Health Concierge
bswift
11.2017 - 07.2019
Customer Service Representative
Rose International
04.2017 - 11.2017
Customer Service Representative
Xerox
08.2016 - 03.2017
High School -
Maria High School