Hazel Williams
Milwaukee
Summary
People-oriented leader with a successful track record in Client Services and Sales growth. Proven achievements in account management and client retention. A precise thinker who remains calm under pressure while performing against tight deadlines. Strong employee advocate with extensive knowledge of Human Resources. Recognized as a subject matter expert in Federal Collection and Credit Laws.
Overview
10
10
years of professional experience
Work History
Sales Associate
Auto Zone Auto Parts
11.2018 - Current
- Provided exceptional customer service, resolving inquiries and ensuring satisfaction with auto parts purchases.
- Assisted customers in selecting appropriate products based on vehicle specifications and maintenance needs.
- Executed inventory management tasks, including restocking shelves and organizing merchandise displays for optimal visibility.
- Collaborated with team members to maintain cleanliness and orderliness of the sales floor and stockroom areas.
- Trained new associates on product knowledge and sales techniques to enhance overall team performance.
Patient Registration Representative
Optum
01.2022 - 04.2024
- Facilitated patient check-in processes to ensure efficient data collection and registration
- Maintained accurate patient records using electronic health record (EHR) systems
- Coordinated insurance verification to minimize billing discrepancies
- Streamlined appointment scheduling, enhancing patient flow and service delivery
- Verified insurance coverage to confirm patient coverage for necessary medical services.
Collection Manager
Kohl’s Contact Center
07.2017 - 04.2018
- Established benchmark results for telephone service level performance, call handling time, call quality assurance, and customer satisfaction Achieved best in class recognition for team career development.
- Managing, supervising, and coordinating the activities of call center professionals in providing telephone customer related services.
- Liaising with team leaders, supervisors, third parties, and operatives to collect the information and resolving issues. Planning and supervising changes and managing the daily operations of call center.
- Monitoring random inbound calls to improve the quality, minimizing errors and tracking operative performance.
- Setting up and meeting performance goals and targets for speed, sales, efficiency, and quality.
- Maintaining current knowledge of industry new developments, productions, and involvement in network communication.
- Recording statistics, performance levels and user rates of the call center and preparing the reports. Planning and developing employee recruitment, including posting vacancy ads and liaising with other departments for proceedings.
- Handling the most complicated customer inquiries or complaints.
Retention Supervisor
Time Warner Cable/Spectrum
06.2015 - 07.2017
- Responsible for the daily operations of the Call Center by overseeing a staff, including meeting targeted performance goals, compliance with State and Federal laws and exceeding client satisfaction in quality assurance.
- Handle inbound disconnect/downgrade calls from existing customers
- Managed a team of 12 Retention Specialists who handle high volume of incoming calls from existing customers.
- Responsible for skillfully retaining customers through positive customer relationship building
- Diffuse the customer situation by utilizing strong listening skills and probing techniques
- Identify reason(s) for disconnect and overcome objections in an effort to retain the customer
- Save and re-sell the value of our products and services by properly aligning their features, benefits and price with the needs of our customers
- Adhere to productivity metrics to ensure all calls are handled in a timely and efficient manner
Education
High School Diploma -
Gateway Technical College
Kenosha, WI06.2013
Skills
- Customer relationship management
- Team collaboration
- Talent acquisition
- Productivity enhancement
- Leadership succession
- Regulatory compliance
- Quality control
- Marketing and sales strategies
- Risk mitigation
- Mentorship and coaching
Timeline
Patient Registration Representative
Optum
01.2022 - 04.2024
Sales Associate
Auto Zone Auto Parts
11.2018 - Current
Collection Manager
Kohl’s Contact Center
07.2017 - 04.2018
Retention Supervisor
Time Warner Cable/Spectrum
06.2015 - 07.2017
High School Diploma -
Gateway Technical College
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