Keisha Atkins-Williams
Executive Assistant
Las Vegas,NV
Summary
Highly qualified executive level professional, bearing over 15 years of experience in executive administration, office management, customer service, and logistics. Seeking employment with competitive compensation, and promotion opportunities! I’m a dedicated professional, eager to create, and implement successful strategies to improve organizational efficiency. Adept at utilizing data analysis to provide insights into HR initiatives. I possess strong communication, and interpersonal skills, committed to pursuing the best practices related to employee development and retention.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
Apria Healthcare
08.2021 - Current
- Promoted in to current role
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Use software and electronic databases such as RIC, ACIS, BUSA, KRRG, B p.m., NOG, SPG, Kaiser affiliate link, echo, etc., to track orders, create intakes, work orders, and new accounts.
- Search inventory using M numbers and HCPC codes to identify prescribe items and vendors.
- Take verbal orders from referrals and collect credit card information for payment order to secure the asset it before delivery.
- Create intakes and accounts for new patients while following really specific guidelines.
- Troubleshoot DME equipment such as concentrators, POC, semi electric beds, nebulizers, walkers, etc.
- Respond to telephone, fax, electronic documents and web inquiries and orders from referral sources and homecare patients.
- Receive referral request for home equipment and services.
- Provide information on equipment supplies and services.
- Comply with and adheres to all regulatory compliance areas, policies and procedures and best practices.
- HandleInbound/Outbound phone calls, emails and texts to patients and referrals.
- Follow Apria’s procedures for all transactions.
- Follow Apria’s Quality program to ensure that we give the best service to all customers.
Customer Qualification Specialist
Apria Healthcare
09.2022 - Current
- Promoted into this position from CS Specialist
- Assist in developing and implementing onboarding and orientation programs for new employees.
- Responsible for supporting hundreds of local branch offices across the country by reviewing new patients orders and documentation submitted by referral sources in order to obtain required documentation and clinical requirements of individual health insurance plans, allowing our patients to maximize their available health plan benefits and to receive the much-needed care as soon as possible
- Request health plan authorizations/information as required; either electronically or verbally.
- Develop business relationships within the field leadership through close collaboration, partnership, engagement and communication.
- Performs other duties as required.
- Maintain metric requirements
Office Assistant
Department Of Family And Protective Services
01.2018 - 01.2020
- I was responsible for managing the department's inbox
- Managed HIGH VOLUMES of emailed inquiries, acting as a liaison between my department and many others
- Extracted, prepped, and assigned 50 to 100 diligent search cases DAILY
- Managed the phone line
- Conducted diligent searches on next of kin (1-3 degree) for subject minors being removed out of the home
- Maintained case files using our database, as well as keeping track of our progress via spreadsheet.
- I initiated timely follow up correspondence for all cases in compliance with the law.
- I processed extremely high volumes of out going regular/express mail daily! Between 100- 250+ daily
- Participated in team building meetings every week.
- Completed clerical tasks such as filing, copying, and case processing
- Ordered office supplies and kept office stocked with needed resources to operate smoothly.
- Prepared and edited documents to produce precise, accurate and professional communication.
- Delivered clerical support by handling range of routine and special requirement.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff
- Worked effectively in fast-paced environments.
- Worked well in a team setting, providing support and guidance.
Front Office Administrative Assistant
Med-R Litigation
01.2017 - 01.2018
- I managed a multi line phone system, Incoming, outgoing mail for Med-r, LDG, and LVPE
- Recorded daily stamp expenditures via excel; sorts, disperses mail to all depts
- Corresponded with clients regarding past due invoices;
- Managed inventory for all departments
- Applied payment to pending invoices via QuickBooks A/R;
- I received, sorted, and distributed incoming faxes for all Med-r departments (average 45-100 daily)
- I took messages, orders, payments for LVPE dept
- I sent medical records to clients via mail, upload, email, and eFax while keeping in compliance with HIPAA
- I assisted walk in clients with invoice payments and record retrieval;
- I managed a busy phone line, corresponded with clients via email, forwarded all email inquiries regarding record request status, and missing information;
- I managed an electronic and manual file system; logs, records, mails checks for Med-r Legal
- Assisted the billing department in A/R, reaching quarterly goal;
- I keep the reception area, kitchen, and breakroom tidy.
- Screened (gate keeping) and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Inventoried and ordered office supplies to maintain availability of products.
- Conducted research to assist with routine tasks and special projects.
- Performed monthly financial reporting and recorded payments to keep accounting system updated.
- Studied processes, implemented cost reductions and developed reporting procedures to maintain a high administrative skill set.
- Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures.
Customer Service Representative (Seasonal)
Zappos
10.2014 - 01.2015
- Managed proprietary shipping & receiving system; international shipping of clothing, shoes and accessories from major franchises and corporations such as: Adidas, Nike and Uggs
- Fostered strategic partnerships with 75 vendors; vaulted company profits by over 20%
- Managed a high volume of incoming calls daily 175+
- Excelled in conflict resolution, decreasing the volume of escalated calls.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer requests for products, services, and company information.
- Processed customer orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Program Assistant/Assistant to DOO
Los Angeles Community College
01.2009 - 01.2011
- Assisted with planning and coordinating day-to-day and special program activities.
- Managed both digital and physical filing systems and retrieved documents as required.
- Prepared clearly written and formatted documents and reports.
- Created and updated records and files to maintain document compliance.
- Conducted research and analyzed data to inform program decisions.
- Drafted agendas, recorded minutes and generated documents to facilitate meetings.
- Conducted research to assist with routine tasks and special projects.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Offered technical support and troubleshot issues to enhance office productivity.
- Sorted, opened, and routed mail and deliveries to meet business requirements.
- Enforced compliance with regulatory standards to safeguard company assets.
- Followed detailed directions from DOO to complete daily paperwork and computer data entry.
- Completed daily logs for review.
- Interviewed, trained, and supervised employees on office policies and procedures.
- Streamlined office operations by effectively monitoring and addressing client correspondence and data communications.
- Drafted common document templates to reduce time spent creating documents from scratch.
- Increased profitability and productivity by minimizing downtime and streamlining quality control procedures.
Office Assistant
Tish Jones Family Daycare
01.2007 - 01.2009
- Completed clerical tasks such as filing, copying, and distributing mail.
- Interacted with customers by phone, email, or in-person to provide information.
- Maintained and updated office records, both digital and physical.
- Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
Office Clerk
Los Angeles Unified School District
01.2005 - 01.2007
- Interacted with customers by phone, email, or in-person to provide information.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Responded to inquiries from callers seeking information.
- Maintained organized files and stocked supplies to support team needs and maximize performance.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Maintained composure in stressful situations and continued to provide helpful and kind guest services for fantastic customer satisfaction.
- Managed incoming correspondence to enhance employee performance and reduce time spent on processing and responding.
- Screened visitors and issued badges to maintain safety and security.
- Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
Education
HIPAA Certified Microsoft Office Certified 35 WPM Certification Southern California Occupational Center – Certified Accounting Clerk AR/AP – Certified Advanced Computer Accounting - undefined
Los Angeles Southwest College
Computer Operations Application Technology Studies - undefined
Skills
- Past Due Account Management
- Confidentiality Requirements
- Training Development and Execution
- Remote Conferencing and Communication
- Applicant Qualification
- Adaptable to Changing Conditions
- Analytical and Critical Thinking
- Client Relationships
- Employment Data Tracking
- Conduct Orientations and Training
- Customer Needs Assessments
- Eligibility Determinations
- Customer Inquiries
- In-Person and Telephone Interviewing
- Customer Satisfaction
- Microsoft Office
- Customer Experience
- Database Maintenance
- Maintain Employment Records
- Complaint Handling
Accomplishments
- Created and distributed marketing materials, increasing the number of visitors by 30%.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised/Trained team of new hire staff members.
- Interviewed prospective employees
- Resolved on-board training issue by developing a 52 page manual during me employment at Med-R Litigation after only 3 months of employment.
Certification
- HIPAA Certified- 2018
- Certified Accounting Clerk- 2004
- Microsoft Office Certified-2017
Timeline
Customer Qualification Specialist
Apria Healthcare
09.2022 - Current
Customer Service Specialist
Apria Healthcare
08.2021 - Current
Office Assistant
Department Of Family And Protective Services
01.2018 - 01.2020
Front Office Administrative Assistant
Med-R Litigation
01.2017 - 01.2018
Customer Service Representative (Seasonal)
Zappos
10.2014 - 01.2015
Program Assistant/Assistant to DOO
Los Angeles Community College
01.2009 - 01.2011
Office Assistant
Tish Jones Family Daycare
01.2007 - 01.2009
Office Clerk
Los Angeles Unified School District
01.2005 - 01.2007
HIPAA Certified Microsoft Office Certified 35 WPM Certification Southern California Occupational Center – Certified Accounting Clerk AR/AP – Certified Advanced Computer Accounting - undefined
Los Angeles Southwest College
Computer Operations Application Technology Studies - undefined
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