Katherine Williams
Summary
A skilled customer centric professional with over 15 years of experience providing fast, accurate, and empathetic support to a wide range of customers. Adept at retention communication, identifying areas for improvement, implementing cost-saving initiatives, and streamlining workflows. With a strong analytical mindset, I have successfully utilized data to drive process improvements and achieve sustainable results in sales, operations, and compliance. Proficient in a variety of software tools including Microsoft Excel, Word, PowerPoint, and financial systems.
Overview
29
29
years of professional experience
Work History
Marketing Sales Operation Coordinator (Remote)
Centene/WellCare
Clayton, MO
10.2022 - 06.2025
- Orchestrated efforts to bridge sales and marketing functions through strategic coordination and comprehensive data analysis aimed at optimizing overall performance.
- Identified potential leads while overseeing scheduling and reporting tasks to strengthen customer engagement.
- Conducted comprehensive analysis of sales support systems, leveraging CRM tools and automation platforms to uncover trends and inform strategic decision-making.
- Streamlined contract submission and invoicing procedures, resulting in improved accuracy and expedited processing times.
- Achieved operational improvements by identifying key areas for enhancement.
- Managed inquiry escalations to ensure comprehensive research of issues and prompt resolution delivery to stakeholders.
- Analyzed multi-channel activities through detailed reporting to evaluate alignment with sales.
Medicare Advocate (Remote)
GoHealth
Charlotte, NC
06.2021 - 02.2022
- Utilize performance metrics to identify gaps in sales processes, implementing improvements that led to higher conversion rates by 3-5% and reduced handle time.
- Streamlined customer service practices to enhance efficiency, resulting in meeting or exceeding monthly sales targets.
- Leverage analytical skills to ensure accurate Medicare product matching for customers, leading to improved KPI resulting in 60-70% satisfaction and reduced client churn by 2%.
- Refined and adapt strategies based on performance data and customer feedback to drive ongoing conversion numbers and identify further opportunities for optimization.
- Enhanced user-friendliness, voice appeals and ensure clear calls to action (CTA) to deliver good customer service for understanding and promoting products.
- Met monthly sales goals based on applications and documentation obtained from customers in a fast-paced environment while adhering to a consistent work schedule.
Retired Probation/Parole Officer
North Carolina Department of Public Service
Charlotte, NC
01.1996 - 01.2020
- Conduct in-depth analysis to detect fraud and criminal activity, identifying process weaknesses and creating new protocols to mitigate risks.
- Developed and implemented a more efficient case monitoring system, reducing time spent on administrative tasks and improving the focus on high-risk cases.
- Contribute to streamline operations and higher compliance rates by maintaining documents of monthly meetings (reporting regularly, attending counseling, paying fines and maintaining employment) among reintegrated offenders to help individuals re-enter society by providing support and guidance.
- Implement compliance among offenders through organized records and documentation to ensure integrity to state and federal regulations.
- Build rapport with various liaisons (substance abuse treatment, domestic and sex addiction counseling, etc) to promote resolution through effective rehabilitative treatment.
- Imposed stricter supervision on high risk offenders to decreased actual man time and increased efficiencies for successful termination for supervised probation parole cases.
Education
MBA - Business Administration
University of Phoenix
Charlotte, NCBachelor of Science - Criminal Justice
UNC-Charlotte
Charlotte, NCCertificate - Data Analysis
Coursea SkillUp
Certificate - Community Healthcare Worker
Robeson Community College
Lumberton, NCSkills
- Multitasking and organization
- Customer service
- Data entry
- Decision-making
EXPERIENCE SUMMARY
- Introduced best practices in documentation and compliance monitoring, ensuring seamless operations in alignment with state and federal regulations.
- Led process improvement initiatives to streamline sales operations, resulting in increased efficiency and enhanced team collaboration.
- Utilized data analysis to identify inefficiencies, detect errors, and prevent profit loss, contributing to improved business outcomes.
Timeline
Marketing Sales Operation Coordinator (Remote)
Centene/WellCare
10.2022 - 06.2025
Medicare Advocate (Remote)
GoHealth
06.2021 - 02.2022
Retired Probation/Parole Officer
North Carolina Department of Public Service
01.1996 - 01.2020
MBA - Business Administration
University of Phoenix
Bachelor of Science - Criminal Justice
UNC-Charlotte
Certificate - Data Analysis
Coursea SkillUp
Certificate - Community Healthcare Worker
Robeson Community College