Summary
Overview
Work History
Education
Skills
Timeline
Generic

Irene Williams

Harvest,AL

Summary

Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.

Overview

17
17
years of professional experience

Work History

Training Manager

Aaa Travel Agency
Utica, NY
11.2010 - 11.2012
  • Developed training materials, including manuals, guides and handouts.
  • Conducted assessments to determine skill gaps of existing personnel.
  • Oversaw daily operations of the call center, including staffing, training, scheduling, and performance management.

Mayor of Military Housing Community

United States Army
Calcium, NY
03.2006 - 05.2010
  • Established relationships with local businesses, organizations, and other government entities.
  • Upheld strong constituent relations with public meetings, community events, and robust feedback system through office staff.
  • Developed and implemented youth program activities, including field trips, sports, recreational activities, and special events.
  • Assisted with budget management to ensure financial objectives were met within allocated funds.

Insurance Coordinator /Office Medical Biller

Orlin & Cohen
Rockville Centre, NY
01.2002 - 12.2006
  • Investigated any discrepancies between client's stated needs and actual coverage requirements.
  • Responded promptly to customer inquiries regarding billing issues or policy updates.
  • Conducted research related to insurance policies and procedures to ensure compliance with applicable regulations.
  • Filed insurance claims by obtaining and entering data related to patient, insurance provider, and medical code for procedures and services provided.
  • Efficiently managed collections and receivables, referrals process and billing to meet revenue goals.

Customer Service Supervisor /Team Trainer

Travel Impressions
Farmingdale, NY
05.1996 - 01.2001
  • Supervised and trained customer service staff to ensure excellent customer service delivery.
  • Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
  • Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
  • Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
  • Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
  • Assisted in developing training materials for new hires as well as existing employees.

Education

High School Diploma -

Central Islip Senior High School
Central Islip, NY
06-1994

Some College (No Degree) - Accounting And Business Management

Suffolk County Community College
Brentwood, NY

Skills

  • New Employee Training
  • Strategic thinker
  • Verbal and writing communication
  • Coaching and Mentoring
  • Course Development
  • Handling Escalations
  • Call Monitoring
  • Quality Assurance
  • Complaint resolution
  • Call Center Operations
  • Team Building and Leadership
  • Customer Service
  • Skilled multi-tasker

Timeline

Training Manager

Aaa Travel Agency
11.2010 - 11.2012

Mayor of Military Housing Community

United States Army
03.2006 - 05.2010

Insurance Coordinator /Office Medical Biller

Orlin & Cohen
01.2002 - 12.2006

Customer Service Supervisor /Team Trainer

Travel Impressions
05.1996 - 01.2001

High School Diploma -

Central Islip Senior High School

Some College (No Degree) - Accounting And Business Management

Suffolk County Community College

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Irene Williams