TWANNA CRAYTON
Columbus,Ga
Summary
Results-driven leader with 15+ years of experience in strategic communications, billing, community engagement, crisis management, technical support, journalism and social media marketing. Proven track record of effectively disseminating information to diverse audiences and building positive relationships with the media. Highly skilled in fostering partnerships, executing impactful programs, and driving positive change. Proficient in leveraging metrics to inform decision-making and enhance communication strategies. Innovative Social Media Marketer with background in developing and implementing comprehensive social media strategies. Display strengths in identifying target audiences, creating engaging content, and monitoring metrics to adjust campaigns for maximum reach and impact.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Event Coordinator
Columbus Police Department
Columbus, GA
11.2023 - Current
- Developed event themes and concepts to ensure successful execution of events.
- Organized vendor contracts, negotiated fees, and ensured compliance with all regulations.
- Ensured effective communication between vendors and suppliers before, during and after the event.
- Administered oaths and affirmations for affidavits and other notarial acts.
- Cultivated relationships with government officials, community leaders, business owners, and other stakeholders.
- Created and maintained a social media strategy to increase brand awareness, engagement, and website traffic.
- Researched topics, conducted interviews, and produced accurate reports.
- Developed and maintained relationships with media outlets to increase public awareness of department initiatives.
- Created press releases, newsletters, brochures, and other promotional materials for events and programs.
- Ensured compliance with quality standards set by the company when providing technical support.
- Created, edited and published webpages using HTML, CSS and other authoring tools.
Administrative Support Specialist II
Columbus Police Dept.
Columbus, USA
11.2023 - 09.2024
- Serves as liaison between the Chief of Police, other department representatives, and outside agencies
- Conduct regular surveys and data analysis to assess internal and external community needs and interests, leading to the implementation of targeted programs that address identified gaps (i.e
- Family Fun Day, Youth Law Enforcement Seminar, Crime Prevention Grant Recipients Workshop, Active Shooter Seminar, Community Engagement Training, etc.)
- Facilitate communication between the Columbus Police Department and stakeholders, including city government officials, community groups, and local and national media outlets
- Resolve discrepancies between timecards and time sheets and other documents such as leave requests, shift changes
- Created spreadsheets in Microsoft Excel for tracking budget expenses, inventory, and other financial information
- Assists with onboarding new employees by providing orientation materials and completing paperwork
- Established and maintained cooperative relationships with representatives of community, consumer, employee, and public interest groups
- Used embossed seal or stamp to verify presence at time of document signing
- Provided guidance to customers regarding the requirements for various types of documents that require notarization
Medical Coding and Billing Specialist
St. Francis Hospital
11.2019 - 03.2023
- Generated detailed reports summarizing monthly billings and collections performance metrics
- Reviewed documentation from providers to ensure compliance with coding guidelines and standards
- Maintained a thorough understanding of insurance regulations
- Identified coding discrepancies between healthcare providers' notes and billing documents
- Monitored, assigned and reviewed disputes filed by customers to quickly find resolutions
- Maintained financial records such as ledgers, journals, invoices and statements
Billing Specialist
ANTHEM
01.2015 - 11.2019
- Resolved rejected or denied claims by contacting insurance companies to correct errors or obtain additional information
- Compiled reports on claim activity and identified trends that could impact revenue cycle management processes
- Developed and implemented procedures for accurately processing invoices and payments
- Provided timely responses to customer inquiries regarding billing issues or payment status
- Interpreted contractual arrangements between providers and health plans regarding payment policies
- Adhered to all applicable federal and state laws pertaining to healthcare billing practices
Senior Technical Support Advisor
Apple
09.2013 - 01.2015
- Configured routers, firewalls and switches for both wired and wireless networks
- Troubleshot hardware and software problems using remote access tools
- Performed troubleshooting activities to identify root cause of system issues and implement corrective actions
- Created detailed documentation of all IT processes, policies, procedures, and standards
- Assisted in developing policies and procedures related to systems administration functions
- Adhered to company policies, procedures, guidelines and best practices when providing technical advice or solutions to customers
- Implemented security measures to protect customer data against unauthorized access or malicious attacks
Quality Analyst
TSYS
05.2010 - 09.2013
- Facilitated team meetings with supervisors and agents to discuss strategies for improving call center performance metrics
- Analyzed data from customer satisfaction surveys to identify opportunities for improvement in the call center's operations
- Monitored calls between agents and customers to provide real-time feedback on performance
- Analyzed call center metrics such as average handle time, first call resolution rate, and abandonment rate
- Assessed root causes of poor performance and identified solutions to address the issue
- Educated agents, supervisors, and managers on QA process and goals
- Provided feedback on agent's performance related to customer service goals and objectives
Education
HS Diploma -
Central High School
05.2010
Skills
- Project Management
- Account Management
- AP Style Writing
- Strategic Communications
- Crisis Management
- Marketing Platforms
- Social Media Management
- Video Editing
- Negotiation
- Payroll Administration
- Event calendar management
- Press Release Writing
- Analytics reporting
- Software Development
- Technical Troubleshooting
Certification
- Notary Public
- Heartsaver First Aid/CPR/AED
- OSHA 10
- HRCI
- Project Management
Accomplishments
- Top Quality Agent 2011
- Award of Excellence 2012 , 2015 , 2016, 2017 and 2019
- Employee of the Month 2018 , 2021
- Teamwork Award 2012 , 2013
- Customer Service Award 2019, 2020
Timeline
Event Coordinator
Columbus Police Department
11.2023 - Current
Administrative Support Specialist II
Columbus Police Dept.
11.2023 - 09.2024
Medical Coding and Billing Specialist
St. Francis Hospital
11.2019 - 03.2023
Billing Specialist
ANTHEM
01.2015 - 11.2019
Senior Technical Support Advisor
Apple
09.2013 - 01.2015
Quality Analyst
TSYS
05.2010 - 09.2013
HS Diploma -
Central High School
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