Larren Williams
Summary
Analytical, observant and organized administrative / care resolution professional with adequate experience in operating and maintaining professionalism in rapid-paced environments. Compassionate and reliable personal caregiver with extensive experience working in different caregiving environments and following individual plans and schedules of care. I have consistently demonstrated the ability to competently comprehend client conditions & needs; provide consistent and adequate care / attention and resolution all while ensuring client confidentiality. Although I am confident in myself and my ability to execute assignments, provide necessary resolution and to do so adequately; I sincerely believe that there is always room to learn and evolve. I am very eager to not only obtain knowledge and experience from within the company but to also be an asset assisting as needed.
Overview
14
14
years of professional experience
Work History
Consumer Service Specialist
Maryland Health Connection
Remote
11.2024 - 01.2026
- Assisted consumers with complex inquiries, utilizing various databases to provide accurate information.
- Collaborated with team members to streamline call handling and improve consumer resolution outcomes and procedures.
- Monitored compliance with HIPAA guidelines to ensure the confidentiality of sensitive patient data during and after interactions.
- Escalated unresolved issues to appropriate departments, facilitating timely resolutions for the consumers concerns.
- Maintained accurate records of customer interactions to facilitate seamless follow-up on unresolved issues.
- Administered accurate account setup, maintenance, and closing of customer account information.
- Assisted in training new hires, sharing knowledge of company policies and best practices for customer service excellence.
- Implemented feedback from quality assurance reviews, demonstrating adaptability and commitment to continuous improvement.
- Delivered exceptional telephonic support while consistently maintaining professionalism during intense situations and/or high call volumes.
Care Resolution Expert
One Home Care Solutions / Humana
Miramar, FL
03.2022 - 01.2023
- Maintained positivity & professionalism while providing exceptional customer service to members in an attempt to make a positive impact on the member’s overall experience; worked with a team to manage a high volume of in-bound and out-bound calls from members, providers, and insurance carriers to resolve member complaints & maintain account accuracy; navigated and updated multiple systems consisting of patient information, assessed caller status to ensure the protection of patient privacy and compliance with State and Federal guidelines, etc.
Call Center Representative
DC Health
Washington, DC
01.2021 - 03.2022
- Provide high quality customer service, assisted callers by guiding them to the appropriate sources for their requests and/or issues related to the Covid-19 pandemic, provided necessary information including testing options, locations, hours of operation, contact info and available vaccine brands & boosters, scheduled appointments upon request, provided callers with updates on procedures and services offered via DC Health and the Covid Call Center, etc.
In Home Personal Care
Randy Croxton
Owings Mills, MD
01.2019 - 07.2019
- Delivered exceptional quality healthcare services to elderly patient in home, assisted patient in bathing, grooming, toileting and dressing; applied dressings and bandages as needed, supervised patient mobility and exercise regimen, provided emotional support and encouragement, measured & recorded patient’s vitals, prepared meals conforming to doctors’ orders, updated patient records, etc.
Call Center Representative
Easy Rest Call Center
Baltimore, MD
07.2017 - 01.2018
- Managed incoming & outgoing calls, provided prospective clients with detailed information on features and benefits of offered products, provided sales teams with status of possible sales by gauging the essence of each call, ascertained that all customers’ records were properly maintained and regularly updated.
Fulfillment Associate
Amazon Fulfillment Center
Dundalk, MD
04.2016 - 11.2016
- Received and executed instructions daily to determine the quantity and quality of items ordered by customers. Obtained information from the database to assist in locating merchandise. Located items in storage areas and compared information to ensure conformance. Ascertained that all items are properly recorded into the Amazon database. Transported items to delivery trucks and ensured that they were properly and safely loaded. Arranged all incoming shipments in designated storage areas according to established protocols.
Leasing Professional
Harbor Hill Apartments
Baltimore, Maryland
07.2013 - 02.2014
- Greeted clients and conducted initial interviews to determine their leasing requirements. Provided information on available properties that fit resident demands. Serviced calls and emails by providing required information and scheduled meetings. Opened and closed the leasing office. Provided prospects with tours of the complex and apartment homes. Prepared lease contracts for new lease holders and accepted and secured deposits.
Dental/Administrative Assistant
Gentle Dentistry
Severna Park, MD
07.2012 - 07.2012
- Greeted patients as they arrived and provided required information. Conducted patient interviews to determine dental services needed. Obtained and recorded patients’ information, such as demographics and medical histories. Ensured that all records and information were properly filed and stored in a confidential manner. Scheduled patient appointments. Ensured that patients arrive for their appointments, by providing timely reminders. Processed copay payments and provided receipts. Performed Inventory management.
Education
Community College of Baltimore County
Catonsville, MD01-2023
Medical Assistant Certificate - undefined
Tesst College of Technology
Baltimore, MD01-2011
Medical Assistant Externship -
Radcliffe Thomas M.D. Nephrology
Baltimore, MD01-2011
Diploma - undefined
New Town High School
Owings Mills, MD01-2009
Administrative Assistant Internship -
Board of Certification/Accreditation Int'l
Owings Mills, MD01-2009
Skills
- Mentor
- Grooming Assistance & Supervision
- Inventory Management
- Typing Speed 65 WPM
- Critical Analyst
- Evaluation of Evidence, Files & Dialogue
- High Volume Call Center Expert
- Microsoft Office Certified
- Activities Monitoring
- Customer Service & Care Resolution
- Data Entry & Editing
- Infection Control
- Records Management
- Appointment Scheduling
- Complaint / Conflict Resolution
Timeline
Consumer Service Specialist
Maryland Health Connection
11.2024 - 01.2026
Care Resolution Expert
One Home Care Solutions / Humana
03.2022 - 01.2023
Call Center Representative
DC Health
01.2021 - 03.2022
In Home Personal Care
Randy Croxton
01.2019 - 07.2019
Call Center Representative
Easy Rest Call Center
07.2017 - 01.2018
Fulfillment Associate
Amazon Fulfillment Center
04.2016 - 11.2016
Leasing Professional
Harbor Hill Apartments
07.2013 - 02.2014
Dental/Administrative Assistant
Gentle Dentistry
07.2012 - 07.2012
Medical Assistant Certificate - undefined
Tesst College of Technology
Diploma - undefined
New Town High School
Community College of Baltimore County
Medical Assistant Externship -
Radcliffe Thomas M.D. Nephrology
Administrative Assistant Internship -
Board of Certification/Accreditation Int'l