Kelly Williams
Aurora,CO
Summary
Dynamic marketing advisor with a proven track record at Constant Contact, excelling in client retention and problem-solving. Adept at training and mentoring teams, I leverage strong communication skills and technical expertise to enhance customer satisfaction and streamline billing processes, ensuring compliance and quality across high-volume environments.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Marketing Advisor
Constant Contact
Loveland, CO
05.2018 - Current
- Mentorship: Train new employees on platforms and best practices, serving as a subject matter expert for billing and technical resolution.
- Problem Solving: Resolve complex account and billing issues for 80–100+ clients daily, translating technical information into clear instructions.
- Advocacy: Act as a customer advocate to ensure high satisfaction and retention in a high-volume environment.
- Developed marketing strategies for small businesses using email and social media channels.
- Facilitated webinars to educate clients on effective digital marketing practices and innovations.
Quality Analyst
Rise Broadband
Loveland, CO
05.2016 - 05.2018
- Quality Oversight: Monitored workflow and provided consistent performance feedback to teams across Billing and Customer Care.
- Data Integrity: Ensured accurate documentation and strict adherence to regulatory compliance standards.
- Financial Resolution: Investigated and resolved incorrect billing and claims issues through detailed audit and cross-departmental collaboration.
Quality Analyst & Team Lead (Contract)
Center Partners
Fort Collins, CO
03.2013 - 02.2016
- Team Performance: Provided coaching and improvement strategies to agents in a JD Power–certified environment to ensure compliance and service excellence.
- Training: Facilitated training for new hires on service protocols, quality standards, and financial documentation.
- High-Stakes Support: Delivered empathetic support to customers facing identity theft and verification issues, managing high-stress situations with professionalism.
- Collaborated with cross-functional teams to implement process improvements and training programs.
- Facilitated training sessions to educate staff on quality standards and procedures.
- Coordinated audits of processes to ensure adherence to regulatory requirements.
- Provided support in developing quality metrics for performance evaluation purposes.
- Conducted root cause analysis to investigate the source of problems in production process.
- Ensured compliance with company standards, regulations and procedures related to quality control.
- Trained personnel on proper use of tools, equipment, materials, and software used for quality assurance purposes.
- Participated in product design reviews to provide input on functional requirements, product designs, schedules, or potential problems.
Evening Floor Supervisor
ZLB Plasma Donation Center
Oklahoma City, OK
01.2003 - 04.2005
- Clinical Leadership: Supervised donor operations and medical staff to ensure safe, respectful, and efficient patient-facing service.
- Emergency Response: Acted as the primary lead for emergent medical issues, maintaining a calm environment and following strict safety procedures.
- Staff Development: Trained employees on medical procedures, customer service, and safety protocols.
- Supervised daily operations and maintained compliance with safety protocols.
- Trained staff on plasma donation procedures and customer service excellence.
- Coordinated donor scheduling and ensured efficient workflow during peak hours.
- Monitored inventory levels and ordered supplies to support center operations.
- Conducted quality control checks to ensure adherence to health regulations.
- Implemented process improvements for increased efficiency in donation procedures.
- Resolved donor inquiries and addressed concerns to enhance experience.
- Maintained a clean, organized, and safe work environment at all times.
- Ensured compliance with safety regulations and company policies.
- Performed daily opening and closing procedures according to established guidelines.
- Supervised and evaluated staff performance, providing feedback and guidance as needed.
- Addressed employee issues and conflicts to provide input, feedback, and coaching.
- Scheduled staff shifts and assigned duties to ensure efficient workflow.
Emergency Medical Technician | Paramedic Level
EMSA
Oklahoma City, OK
10.2002 - 01.2003
- Patient Care: Provided emergency care and compassionate communication to patients and families in critical situations.
- Coordination: Collaborated with hospitals, dispatchers, and emergency teams to ensure rapid, patient-centered responses.
- Responded rapidly to emergency calls and assessed patient conditions.
- Administered first aid and life-saving procedures during critical situations.
- Operated medical equipment and maintained supplies on ambulances.
- Collaborated with healthcare teams to ensure effective patient care.
- Documented patient information and treatment details accurately in reports.
- Trained new EMTs on protocols, equipment usage, and best practices.
- Maintained patient vital signs, including blood pressure, respiration rate, pulse rate, temperature, oxygen saturation level and pain levels.
- Performed basic life support procedures such as cardiopulmonary resuscitation and automated external defibrillation.
- Responded quickly to emergency calls, assessed the situation and provided appropriate treatment for illnesses or injuries.
- Provided emotional support and comfort to patients while transporting them to their destination.
- Documented patient assessment findings in accordance with established protocols.
- Assisted in providing medical care to patients with life-threatening conditions and injuries.
- Assessed emergency situations and prioritized medical care for patients.
- Developed strong rapport with other medical professionals to foster quality and efficient patient care.
- Transported patients to hospitals or other healthcare facilities using ambulances or other vehicles.
- Conducted equipment inspections and vehicle checks in adherence with required maintenance schedules.
- Participated in continuing education courses to maintain certification requirements.
- Ensured that ambulance was stocked properly with necessary supplies prior to responding to calls.
- Adhered strictly to safety regulations set forth by local governing bodies.
- Operated specialized medical equipment such as ventilators, cardiac monitors and suction devices.
- Communicated with dispatchers and hospital personnel to arrange logistics for patient transport.
- Observed and assessed incident scenes to maintain safety of first responders.
- Observed infection control measures when treating multiple patients within a given timeframe.
- Reported any suspicious activity witnessed while on duty immediately upon return from call.
- Assessed scene upon arrival for possible hazards or dangerous situations.
- Cleaned and sanitized ambulance and supplies between calls.
- Responded rapidly to emergency calls and provided critical patient care.
Education
Associate of Science - Paramedicine
Southern Oklahoma Technology Center
Ardmore, OKSome College (No Degree) -
Front Range Community College
Fort Collins, COSkills
- Leadership & Mentorship
- Team Coaching & Monitoring
- Performance Feedback
- Training & Development
- Patient Access & Revenue Cycle
- Billing
- Payments & Account Management
- Insurance/Claim Investigation
- Quality & Compliance
- Quality Assurance
- Data Integrity
- Regulatory Compliance
- Communication
- Patient Advocacy
- De-escalation
- Professional Working Proficiency in Sign Language
- Technical
- CRM Systems
- Call Systems
- Excel
- PowerPoint
- Community Webinar Teaching
- Microsoft Office
- High-Volume Documentation
- Target audience identification
- Marketing automation
- Customer segmentation
- Coaching strategies
- Conflict resolution
- Effective communication
- Problem solving
- A and B testing
- Cross-channel marketing
- Campaign management
- Influencer marketing
- Campaign performance assessment
- Graphic design
- Focus group coordination
- Market assessment
- Client retention
- Strategic planning
- Content creation
Languages
- Sign Language
- English, Professional Working Proficiency
- Sign Language, Professional Working Proficiency
Core Skills
Team Coaching & Monitoring, Performance Feedback, Training & Development, Billing, Payments & Account Management, Insurance/Claim Investigation, Quality Assurance, Data Integrity, Regulatory Compliance (HIPAA alignment), Patient Advocacy, De-escalation, Professional Working Proficiency in Sign Language, CRM Systems, Call Systems, Excel, PowerPoint, Community Webinar Teaching, Microsoft Office, High-Volume Documentation
Languages
English
Native/ Bilingual
Sign Language
Full Professional
Certification
Domestic Violence Client Advocate
Accomplishments
President of Conqured for Me - Bridging the Gap Between Addiction and Abuse Non-Profit (501) (c3)
Timeline
Marketing Advisor
Constant Contact
05.2018 - Current
Quality Analyst
Rise Broadband
05.2016 - 05.2018
Quality Analyst & Team Lead (Contract)
Center Partners
03.2013 - 02.2016
Evening Floor Supervisor
ZLB Plasma Donation Center
01.2003 - 04.2005
Emergency Medical Technician | Paramedic Level
EMSA
10.2002 - 01.2003
Associate of Science - Paramedicine
Southern Oklahoma Technology Center
Some College (No Degree) -
Front Range Community College