Wanda Williams
Philadelphia,PA
Summary
Sharp professional with 5 years of experience in Quality Assurance, who is highly motivated and detail oriented. Proven track record of improving processes, identifying and solving problems. Skilled at working collaboratively with cross-functional teams and meeting quality standards. Seeking to utilize excellent organizational skills to complete tasks. Reliable with a strong work ethic and able to multitask applying knowledge and skills to new environment.
Overview
10
10
years of professional experience
Work History
Quality Business Analyst- (promoted to Senior)
Independence Blue Cross
Philadelphia, PA
03.2018 - Current
- Conducts audits of client setup documents, including benefit templates.
- Document audit findings, draft audit summaries and comprehensive audit reports and present to Sales
- Audits Account Installation new business groups for in accordance to the established Underwriting guidelines.
- Audits client benefit changes, administration changes and cancellations in accordance to the established Client Set Up and Underwriting Guidelines.
- Ensure necessary documentation is received, product information is accurate, and rates are confirmed before the group is approved or benefits changes are processed.
- Meet departmental production standards and quality requirements.
- Properly document and track assigned inventory.
- Handle errors and internal/external issues in a timely and effective manner to maintain turnaround times for completion of customer/group set-up.
- Develop and maintain positive client relationships with internal and external customers and Account Executives.
- Participate in special projects regarding customer implementation and changes.
- Recommend process changes to increase departmental efficiency.
- Perform additional duties as assigned.
Customer Service Representative
Independence Blue Cross
Philadelphia, PA
10.2014 - 03.2018
- Developed an in-depth understanding of the company's products and services to effectively answer customer questions and provide solutions.
- Provided excellent customer service to a diverse range of customers and providers; demonstrating strong problem-solving and communication skills.
- Utilized active listening techniques to ensure customer satisfaction and promptly addressed any complaints or inquiries.
- Participated in team meetings to discuss ongoing initiatives aimed at improving the overall customer experience.
- Resolved complex customer issues with tact and empathy, developing innovative solutions that exceeded client expectations.
Front Office Executive
Independence Blue Cross
Philadelphia, PA
10.2013 - 10.2014
- Greeted customers, answered inquiries and directed them to the appropriate department.
- Provided customer service support to clients over the phone and in person.
- Organized incoming mail and distributed it accordingly.
- Maintained a clean reception area by tidying up furniture, magazines, and other items.
- Managed the switchboard system by answering calls promptly and transferring them to relevant departments or personnel.
- Ensured that visitors comply with safety regulations before entering the premises of the organization.
- Provided administrative support including photocopying, scanning documents, faxing.
- Coordinated various events organized within the office premises.
Education
Pennsylvania Certification - Medical Assistance And Phlebotomy
Starr Career Academy
Philadelphia, PA01-2012
Skills
- Quality Assurance
- Internal Auditing
- Business Process Improvement
- Operational Reporting
- Process Optimization
Timeline
Quality Business Analyst- (promoted to Senior)
Independence Blue Cross
03.2018 - Current
Customer Service Representative
Independence Blue Cross
10.2014 - 03.2018
Front Office Executive
Independence Blue Cross
10.2013 - 10.2014
Pennsylvania Certification - Medical Assistance And Phlebotomy
Starr Career Academy
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