Hayllie Williams
Broken Arrow,OK
Summary
I am a quick learning Resource Management Analyst with 4 years of experience monitoring live calls and researching which lines calls go through. I'm always willing to take the initiative on any large or small project, as well as complete tasks by using sound decision-making skills and communicating with my team.
Overview
13
13
years of professional experience
Work History
Resource Management Analyst
Blue Cross and Blue Shield
Tulsa, OK
02.2021 - Current
- Monitor phone lines real time and move resources as needed
- Create Form A tickets to correct phone routing issues
- Run reports for management to hold employees accountable for adherence
- Participate in weekly management meetings with the back office Analysts to provide weekly stats for lines of business
Customer Advocate Specialist
Blue Cross and Blue Shield
Tulsa, OK
04.2014 - 01.2021
- Analyze emails from upper management to find solutions to problems and establish where communication/system gaps can be filled
- Research diligently problems CA's encounter and establish between urgent and non-urgent matters to report accordingly
- Resolve conflicts between providers and BCBS in order to reach win-win solutions on disagreements and clarify misunderstandings
- Manage department email box that receives over 80 emails per day to correct errors and become a liaison between Intake and UM
- Clarify processes that CA's misunderstand to increase their performance
Customer Advocate
Blue Cross and Blue Shield
Tulsa, OK
02.2012 - 04.2014
Education
MBA -
Tulsa Community College
Tulsa, OK05-2028
High School Diploma -
Olive High School
Drumright, OK05.2010
Skills
- Self-Managing
- Team Communication
- Critical Thinking
- Call Flow Research Experience
- Proficient in Microsoft/Sharepoint programs
- Creative Thinking
- 9 years of remote experience
Accomplishments
- Special Achievement Award - 2024
Timeline
Resource Management Analyst
Blue Cross and Blue Shield
02.2021 - Current
Customer Advocate Specialist
Blue Cross and Blue Shield
04.2014 - 01.2021
Customer Advocate
Blue Cross and Blue Shield
02.2012 - 04.2014
MBA -
Tulsa Community College
High School Diploma -
Olive High School