Kenya Williams
New York,USA
Summary
Dynamic Senior Healthcare Advocate at UnitedHealthcare with expertise in database management and technical support. Consistently exceeded performance metrics, achieving over 95% for first call resolution. Proven ability to mentor teams and enhance operational efficiency, leveraging strong communication skills and proficiency in Salesforce to drive exceptional member experiences.
Overview
7
7
years of professional experience
Work History
Senior Healthcare Advocate
UnitedHealthcare
10.2023 - Current
- Handling heavy inbound inquiries of more than 40+ calls per day from members and providers about benefits, claims, appeals and pre-notifications in accordance to HIPAA and company protocols
- Multitasking multiple database systems such as UNET, ISET, CDB, Salesforce and the Kistool to do research, give accurate analysis of claims, and updating files in accordance to policy and procedures.
- Routing clerical, payments, triage issues, and or escalated cases to the appropriate internal or external business channels
- Meeting company quotas and metrics consistently above 95% for FCR, 90% and above for CSATs
- Mentoring new staff via the CARES program. Providing additional support, fellowship and guidance.
- Point of contact for leadership and my team as a workforce intern. Updating schedules and assisting with technical issues impacting the team.
Lead Seller Support Specialist
Viagogo/Stubhub
02.2022 - 05.2023
- Provided assistance to seller's via email, phone and live chat by being the friendly and knowledgeable first point of contact for inbound inquiries
- Effectively and efficiently handled time sensitive tickets in the Customer Support Tool by troubleshooting account management issues on the platform, taking ownership on follow up cases, escalating and de-escalating cases to relevant departments in accordance to company protocols
- Worked in collaboration with the quality assurance team by analyzing and auditing the case history to gather data for progress reports.
- Assisted with training and onboarding of new seller support team members
Process Server Coordinator
PM Legal
New York, USA
10.2019 - 08.2021
- Received and routed business correspondence to correct departments and staff members via Slack and Outlook inboxes
- Managed the out of state filing systems for electronic and hard copy documents to keep organized records.
- Entered and maintained departmental records in the company database to enable clients to self service
- Assisted client managers with billing their clients for completed out of state process serving jobs
Executive Assistant
PAE Federal
New York, USA
06.2018 - 06.2019
- Provided assistance and clerical support to 5+ immigration officers and management on our floor.
- Scheduled appointments and handled calendars for senior leadership.
- Input confidential data into the DHS database to support document and information retrieval.
- Improved the physical and digital filing systems for internal audits with enhancements to organizational strategies by 400% (from 15-20 client files collected per day to 75-100)
Education
Associate of Science - Criminal Justice & Political Science
Laguardia Community College
Long Island City, NY05.2018
Skills
- MS Office Suite and Google Workspace
- Salesforce and CRM
- Microsoft Teams and Slack
- Web development
- Database management
- Technical support
- Schedule coordination
- Administrative support
- Invoice processing
- Typing speed 55 WPM
Personal Information
Title: Customer Experience Professional
Timeline
Senior Healthcare Advocate
UnitedHealthcare
10.2023 - Current
Lead Seller Support Specialist
Viagogo/Stubhub
02.2022 - 05.2023
Process Server Coordinator
PM Legal
10.2019 - 08.2021
Executive Assistant
PAE Federal
06.2018 - 06.2019
Associate of Science - Criminal Justice & Political Science
Laguardia Community College
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