Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Awards
Affiliations
Software
Timeline
Generic
Twana Williams

Twana Williams

Healthcare Customer Service
Conway,AR

Summary

Talented Team Leader and Supervisor, knowledgeable and dedicated with over 20 years of extensive experience in professional customer service for healthcare in Government, Call Center and Service Center industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

23
23
years of professional experience

Work History

Team Lead/Inbound Call Center Representative

Gainwell Technologies
01.2017 - 11.2023
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Developed and maintained effective relationships with key stakeholders to better understand their needs and expectations.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Implemented process improvements that led to reduced turnaround times for critical tasks without compromising quality.
  • Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
  • Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Held weekly team meetings to inform team members on company news and updates.
  • Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
  • Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Improved team productivity by implementing efficient project management strategies and streamlining communication channels.

Supervisor Service Center

Gainwell Technologies
04.2019 - 11.2023
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Maintained compliance with company policies, objectives, and communication goals.
  • Collected, arranged, and input information into database system.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
  • Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed.
  • Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
  • Identified operational inefficiencies and implemented corrective measures, leading to an overall increase in effectiveness.
  • Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Achieved results by working with staff to meet established targets.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Monitored workflow to improve employee time management and increase productivity.

Resolution Application Specialist

Chamberlinedmonds
12.2012 - 06.2015
  • Contacted clients and assessed applications to determine information needed to determine eligibility.
  • Assisted clients with gathering information needed for application process that allowed the hospital to obtain payment for services provided to on-covered patients.
  • Added medicaid approval and insurance coverage to company billing system and hospital Epic system which allowed increased financial flow for the hospital.
  • Prepared boxi reports

Program Eligibility Specialist

Department Human Services
10.2000 - 09.2012
  • Assisted clients with application completion and provided investigative interviews, gathered information and determined eligibility for SNAP and Medicaid programs based upon policy guidelines established by State and Federal law.
  • Assisted clients with long term care placement.
  • Created and conducted training for educators, social workers, Elder Law, and health fairs within the state on long term care policy.
  • Improved client satisfaction through clear communication of eligibility requirements and diligent follow-up on requests.
  • Conducted thorough program application reviews, ensuring accurate determination of eligibility status for clients.
  • Maintained up-to-date knowledge of program policies and regulations, providing accurate guidance to both clients and colleagues.
  • Served as a reliable resource for clients, answering questions and resolving concerns regarding their eligibility status promptly.
  • Managed caseloads effectively, balancing workload demands while maintaining timely completion of tasks.

Education

Bachelor of Arts - Sociology

University Central Arkansas
08.1999

Skills

  • Knowledge of various computer programs such as windows office, Google chrome, Microsoft Edge, workforce manager, Interchange, CRM, SAP CATS, Workday, NICE, JIRA, SharePoint, K2, as well as knowledge of office equipment such as fax, scanner, copier, projector, telephone, and headsets
  • Ability to establish great working relationships with clients, coworkers, my staff, and other businesses that lead to beating service level agreements set by clients with clear communication
  • Ability to create leaders and enhance their skills for more challenging roles and career development
  • Ability to recognize issues and give effective resolutions
  • Soft Skills
  • Team Building
  • Live call Monitoring
  • Performance Monitoring and Improvement
  • Time management
  • Coaching and mentoring
  • Customer focus
  • Organizational skills

Accomplishments

Received several awards for years of service, 100% Accuracy rates, Team Lead, and Supervisor.

Additional Information

Under my leadership and partnership, my team rescued accounts that were not meeting service level agreements. On one account, the inventory was missing service level agreements by over hundreds of applications. Within months, my staff was able to not only bring the account up to date, but also bring the account below their service level agreement. Another account had overdue email boxes in the thousands that required attention in addition to overdue inventory with application processing. With my hands-on assistance, my staff and I were also successful with assisting the account with meeting their service level agreement. I also established a team that performs at stellar levels and is ready to advance when given the opportunity. With my call center experience in various areas such as claims, member eligibility, prior authorizations, and back-office experience with provider enrollment, I was able to help the success of several accounts overall with call quality, adherence levels, and quality processing of provider enrollment inventory. I have served as Youth Director, counselor, and mentor for youth counselors and youth for several years. I have found placement for homeless individuals and connected clients with other agencies to help enhance their quality of life. I have created training for multiple agencies and set up community wellness fairs to educate businesses and communities on various topics. I have also had a positive impact on the personal and professional growth of several agents as well as the companies I have worked for.

Awards

  • Recognition for years of service and 100% accuracy rate
  • Recognition for excellent leadership

Affiliations

  • I served as Youth Director, counselor, and mentor for youth counselors and youth for several years, organized community health and wellness fairs to educate on various topics.

Software

Microsoft Office, Excel, Word, Power point

Workforce Manager

Interchange

CRM

SAP

CATS

Workday

NICE

K2

SharePoint

Timeline

Supervisor Service Center

Gainwell Technologies
04.2019 - 11.2023

Team Lead/Inbound Call Center Representative

Gainwell Technologies
01.2017 - 11.2023

Resolution Application Specialist

Chamberlinedmonds
12.2012 - 06.2015

Program Eligibility Specialist

Department Human Services
10.2000 - 09.2012

Bachelor of Arts - Sociology

University Central Arkansas

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Twana WilliamsHealthcare Customer Service