MARY Williams-Ketter
Valrico,USA
Summary
Motivated professional with strong problem-solving skills and a keen ability to build client relationships. Experienced in customer service excellence, training and mentorship, and multitasking across projects. Seeking opportunities to leverage these skills in a new role, offering expertise in critical thinking, policy adherence, and operations oversight.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Concierge Team – HR Employee Services Professional
JP Morgan Chase
Tampa, FL
06.2021 - 10.2025
- Partnered with Tier II teams to address escalations beyond SLA and manage sensitive inquiries.
- Resolved concierge-related issues by implementing effective problem-solving strategies.
- Trained new hires on processes, guidelines, and inquiry handling to ensure consistent service delivery.
- Created job aids for health and wellness escalation collaboration.
- Maintained high monthly quality scores while multitasking across projects.
- Developed strong relationships with vendors to enhance service offerings and improve client experiences.
- Oversaw team training on best practices in concierge services, fostering a culture of excellence.
- Implemented feedback systems to refine processes and elevate service quality based on client needs.
- Delivered exceptional customer service to clients, addressing inquiries and resolving issues promptly.
Customer Service Representative / HR Specialist / H&W
JP Morgan Chase
08.2015 - 06.2021
- Delivered exceptional customer service, resolving complaints promptly and efficiently.
- Guided employees and managers on attendance issues, enhancing understanding of manager dashboard functionalities.
- Handled crisis support inquiries during personal or natural disasters, providing timely assistance to affected individuals.
- Assisted with unemployment inquiries ensuring deadlines were met.
- Trained and mentored new team members, improving team readiness and support for manager callback operations.
Prior Authorization Representative
Express Scripts
11.2014 - 02.2015
- Facilitated insurance and medication authorizations for customers, ensuring compliance and timely processing.
- Addressed inquiries with expert knowledge of benefits and HR products, providing accurate and relevant information.
- Resolved customer issues with empathy and professionalism, enhancing overall customer satisfaction.
- Supported new hires with training and floor assistance during annual enrollment.
Access Center Specialist
UF & Shands Access Center
Jacksonville, FL
01.2012 - 07.2014
- Assisted nurses and doctors with patient intake and emergency dispatch, facilitating timely care delivery.
- Coordinated patient scheduling, admissions, and call triage to ensure seamless access to services.
- Maintained accurate patient records and coordinated care services to support effective treatment plans.
RN / Preceptor
Medical Center
05.2011 - 08.2011
- Administered patient medications (IV, oral, IM, B12), ensuring adherence to treatment plans.
- Performed wound care, dressing changes, suture/staple removal.
- Took patient vitals and prepared patients for surgery, facilitating smooth surgical transitions.
- Ordered various laboratory tests including BUN, WB Count, Urine, DIG Count, and Potassium to assess patient health.
- Conducted admissions, discharges, and patient evaluations.
- Provided emotional support to patients and families, enhancing their comfort and understanding during care.
Enrollment Analyst
ING Enterprise
05.2010 - 06.2010
- Processed provider enrollment and benefits documentation to ensure accurate and timely access for providers.
- Facilitated HR compliance and benefits administration.
- Analyzed enrollment data to identify trends and improve student recruitment strategies.
- Collaborated with cross-functional teams to enhance enrollment processes and ensure compliance.
- Developed and maintained comprehensive reports on enrollment metrics for strategic decision-making.
Provider Enrollment Analyst
First Coast Service Options
07.2009 - 02.2010
- Facilitated processing of provider enrollment applications in a timely manner.
- Engaged with providers to identify and rectify missing information effectively.
- Monitored and verified adherence to Medicare and Medicaid enrollment standards consistently.
Education
Certification - Phlebotomy
Northwest Phlebotomy School
Florida12-2025
Coursework toward Associate Degree - Nursing
Sanford Brown Institute
FL05-2011
Coursework toward Certification - Medical Assistant
Sanford Brown Institute
FL05-2008
Skills
- Client relationship building
- Customer service
- Customer satisfaction
- Schedule management
- Scheduling
- Workload management
- Deadline adherence
- Records coordination
- Operations oversight
- Project management
- Effective problem solving
- Critical thinking
- Highly adaptable
- Multitasking and organization
- Excellent multitasking
- Cost analysis
- Business development
- Patient care administration
- Employee support
- Policy adherence
- Error correction
- Estimations and quotes
- Effective problem solving
- Safety compliance
- Strong work ethic
Certification
- Osha/BBP Certification
- Hippa Certification
- TWIC Card
- CPR/BLS Cert
- Phlebotomy Cert
Timeline
Concierge Team – HR Employee Services Professional
JP Morgan Chase
06.2021 - 10.2025
Customer Service Representative / HR Specialist / H&W
JP Morgan Chase
08.2015 - 06.2021
Prior Authorization Representative
Express Scripts
11.2014 - 02.2015
Access Center Specialist
UF & Shands Access Center
01.2012 - 07.2014
RN / Preceptor
Medical Center
05.2011 - 08.2011
Enrollment Analyst
ING Enterprise
05.2010 - 06.2010
Provider Enrollment Analyst
First Coast Service Options
07.2009 - 02.2010
Coursework toward Associate Degree - Nursing
Sanford Brown Institute
Coursework toward Certification - Medical Assistant
Sanford Brown Institute
Certification - Phlebotomy
Northwest Phlebotomy School