Jazmin Williams

Duties: Review and generate applications for Medicaid/Medicare applicants to submit to the Maryland Department of Health (MDH) to receive necessary benefits, along with delegating applicant files to employees, ensuring the process the team is following is in accordance with MDH SOP, and communicating with state government parties for processes.

• Review the morning and evening reports of supervised employees.
• Review inbound/outbound calls from department with participants, governmental departments, living facilities, meal providers when concern arises to coach and improve performance
• Responsible for reviewing all activities and billing of team members entered into MDH LTSS system to ensure data is correct and in accordance with state code.
• Monitoring employees during shift via zoom and the logging of activities in real time to reduce error
• Assisting with the improvement of operational procedures/dilemmas which have gained recognition
• Planning the logistics schedule when team members complete in person visits for medicare/medicaid participants to ensure optimization of employee time and mileage is within company-allocated budget.
• Advising team members on the best approach for communicating with external applicants and team members internally to ensure positive engagement and outcomes.
• Assisting with disciplinary actions to those managed for the success of the employee and reinforcing company standards/regulations
• Creating reports to review weekly for employee performance based on team member daily activity.
• Responsible for having one-on-one/department meetings with team members regarding performance review and up to date with MDH/state regulations.

Duties: Assist team with assigning drivers trips for airline and hotel pick up for evening transportation in IAD/DCA/MCI/BWI/SAN/LAX, monitor flights and traffic to determine timely collection of passengers at time of landing, tracking flights thorough the shift with the expectation to dispatch accurately. Monitoring morning shift drivers and ensuring vehicle inventory and maintenance is satisfactory to allocate to driver each day. Reviewing assignments and calls of colleagues in department to ensure compliant and meeting customer service standard.

• Allocate vehicles for clients/customers which maximize the services we are able to extend
• Training new colleagues and former employers on newly implemented procedures
• Review inbound/outbound calls of department when formulating escalation report or resolving customer concern
• Provided templates for email and verbal responses for department due to continuous complimentary feedback from clients,
• Presented ability of answering calls while simultaneously generating route and tracking, alleviating stress from colleagues to allow them to remain on DND to ensure we all work efficiently and as a team
• Significantly higher answered inbound calls during a shift
• Ability to document tasks during a shift while completing desired duties instructed by management which in turn helps company gauge statistics for client needs, company improvement and delegation of employees/department for increased profit
• Logistically planning the routes for the company drivers which allows maximizing of driver times, limiting the use of subcontractors, in turn conserving the cost of company expenses
• Politely assisting with the verbiage CSR's use when communicating with the drivers, improving the interaction between CSR's and drivers
• Ability to be proactive and view jobs in company software and instruct CSR's when tickets were sent over, allowing prompt response and service for clients; knowledge to determine when a job was entered incorrectly for proactive correction to ensure limited error in the future
• De-Escalated client complaints which were not formulated into full IR's
• Reporting of concerns in the company for management attention for improvement of SOP's
• Familiarity with drivers and improving relations with them by learning their desired routes while professionally promoting compromise for dispatch needs to aim to excel company agenda.

Primary Duties: Monitor the shift and production of job creation for clients along with delegating tasks to employees for optimum production as we often work based on time constraints. Creating templates/responses for CSR's, ensuring SOP's are met along with TSA compliance, generating quote costs for clients and approving/de-escalating client requests/concerns and assisting with creation of infrastructure internally for operations for optimum company goals and improvement.

• Assist clients of AOG and Medical departments with the movement of goods from shipper facility to destination domestically and internationally within timeline of commodities shelf-life for life-saving, research, or travel purposes by means of logistics, using data entry and automation programs.
• Communicate with customers and management to report delays, including emergencies, weather challenges and carrier schedule changes as well as provide instruction to employees on implementing procedures and processes to improve unavoidable dilemmas.
• Reviewing inbound/outbound calls with clients, drivers, parts facilities, airlines and pilots from logistics department to improve performance or assist in QA escalation reports
• Create response templates for employees to communicate with agents and customers due to skill in oral and written communication which was also praised and acknowledged by our clients.
• Generate and submit escalation reports to Quality Assurance along with collaborating on SOP changes and updates
• Assigned to address requests, discrepancies, and/or issues with obtaining information and improving processes, data collection, and processes due to high success rate in resolution for clients.
• Ability to quickly input data, allowing crucial deadlines to be met.
• Create optimum routing for urgent domestic AOG and medical shipments, some International routing.
• Communicate with airlines to ensure shipments are allocated to assigned flights.
• Team with freight forwarder to verify vendor booked correct time for shipments and vendors to receive updates on delayed or early bookings.
• Knowledge regarding rules and regulations for IATA (The International Air Transport Association.
• Manage and monitored inbound and outbound delivery schedules for optimal flow of goods from start to completion upon client's request.
• Assigned to assist with various internal projects covering an extensive and diverse range of systems requirements and/or operations due to recognized speed and efficiency.
• Assist in facilitating course of action for risk management.
• Training new hires and improving permanent employees speed and client communication etiquette along with logistic planning
• Resolve customer concerns in a timely manner and improve process integration and flow.
• Assisting with disciplinary actions to those managed for the success of the employee and reinforcing company standards/regulations

Primary Duties: Assist with the daily operations of the facility to ensure customer service standard met while processing and fulfilling order requests, communicating with owner to provide operational updates and revenue analysis.

• Strong team player assisting in the Temple Hills and Alexandria location to meet company demands
• Facilitate daily office duties and meet with clients to determine needs to ensure services were provided with exceptional customer service to close contract
• Hired to help improve customer service and deadlines for due to influx of company demand from clients
• Provide quotes to clients for merchandise/product services
• Promoted packages to upscale client orders to meet company goals
• Improved company customer service with reduced negative yelp reviews upon my employment
• Assist management with projects to alleviate burdens of their own tasks
• Developed training materials to educate staff on new policies or procedures.
• Client facing personnel due to exceptional customer service
• Assisted with marketing on social media, flyers and website to exceed company growth goals

Primary Duties: Quickly multitask by communicating with clients via email and inbound calls simultaneously while providing error free responses. Review and prepare visa and passport applications for walk in clients and applicants mailed in, as well as complete admin front desk tasks.

• Reviewing visa and passport applications to submit to various Embassies/Consulates or US Department of State.
• Completing/Correcting visa and passport applications for clients
• Corresponding with Embassies/Consulates regarding applications and updated processing times
• Preparing and submitting legalization/authentication requests.
• Shipping packages to clients/companies when visas/passports are completed.
• Approving applications and guiding clients to ensure they receive the fastest processing time to accommodate their intended travel or need back date.
• Received multiple compliments from customers based on our engagement which were expressed to our internal survey.

Primary duties: Responsible for quickly multitasking by communicating with clients utilizing various automated and manual systems including email, live chat, intercom, and inbound calls simultaneously while providing error free responses, and instructions to clients to expedite and obtain their travel visa or US passport, as well as organizing and routing employee tasks and duties.

• Reviewing applications to submit to various Embassies/Consulates
• Organizing daily tasks for the company.
• Assisting with team members to increase sales for corporate accounts, increasing the amount of companies who solely used us for business travel.
• IT assistance and troubleshooting via phone and various online communication to clients.
• Corresponding with Embassies/Consulates regarding visa applications.
• Training new employees in other US locations (Houston/San Francisco/Los Angeles)
• Providing services which enhanced customer service and ratings.
• Director of projects with time constraints
• Confirming and shipping out checks to Visa HQ affiliates.
• Obtaining and entering data for Legalization of documents process through Embassies and The Department of State for various countries for employees to refer to via Excel chart
• Creating verbatim templates to respond to clients and processes listed for visa and passport application procedures.
• Received multiple compliments from customers based on our engagement which were expressed on yelp.

Position: Sales/Customer Service Representative Promoted to Logistics Coordinator/Dispatcher/Scheduler for Technicians/Estimators

Primary Duties: Direct contact for customers with their purchase and maintenance of HVAC and fireplace systems and logistically create routing for estimators/technicians by internet-based technology and software for optimum company revenue and processes.

• Troubleshooting via phone for remote devices for installed fireplaces.
• Primary logistician to coordinate the routes for each technician/estimator to conserve time and maximize profit.
• Completing permit forms for counties within Virginia, DC and Maryland.
• Exceeding satisfactory requirement of 80% by maintaining an average of 92% closing rate.
• Provided guidance, set overall objectives, established priorities of task, and assist with generating deadlines and scope of company goals for the customer service department.
• Reviewing applications and approving interviews whom were hired and beneficial to the company, alongside training new employees for customer service and sales positions by providing them with proper etiquette to clients and colleagues.