Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Wintana Workneh

Las Vegas,NV

Summary

Dynamic, results-oriented professional with a proven track record in relationship building and collaboration. Thrives in fast-paced environments while consistently demonstrating punctuality and ambition. Committed to exceeding expectations and driving success, with a strong focus on leveraging knowledge and experience to contribute to the growth of a forward-thinking organization. Eager to apply a people-centric approach to foster teamwork and enhance overall performance.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Client Care Specialist II

Elite Legal Practice
06.2024 - Current
  • Prepared, edited and formatted pledging, correspondence and other legal documents
  • Review pledging for accuracy
  • Assisted attorneys with daily administrative duties and special projects when needed
  • Managed relationships with each client
  • Assisted and maintain FDCPA law
  • Sent emails and text messages to clients
  • Processed payments
  • Identified potential areas of improvement in client care processes, implementing changes that resulted in increased efficiency and effectiveness.

Lead Waitress

Wet Night Club & After-Hours
03.2022 - 01.2025
  • Worked with high clientele & celebrities
  • Assisted with scheduling
  • Resolved customer complaints effectively, enhancing overall guest satisfaction.
  • Handled cash transactions accurately and responsibly when required.
  • Efficiently and accurately took and delivered orders for bottles. While also preparing cocktails at the table, including chilled and mixed shots.
  • Skillfully promoted items on the bottle list. While assertively upselling items.
  • Managed and organize incoming reservations
  • Maintained a open line of communication with management to help Insure a pleasurable and smooth experience for VIP customers.
  • Followed all safety and sanitation policies.
  • Display enthusiasm and knowledge about the establishment and menu products
  • Devolved and maintained positive work relationships with others to reach business goal.
  • Always providing friendly, attentive, genuine, service while establishing a rapport with guest
  • Mapped out sections for each waitress
  • Attained all sale goals through upselling bottles.
  • Assisted with coworkers whenever possible.
  • Work extremely well under stress and fast paced establishment
  • Performed opening and closing procedures for management
  • Supervised and trained team members to enhance service quality and efficiency.

Customer Representative II

Anthem Blue Cross & Blue Shield
06.2019 - 03.2022
  • Handling patients, referral sources, and administrative department inquires
  • Communicating with insurance companies and/or prior authorization requests
  • Investigate customer complaints
  • Ensuring customer satisfaction and assisting them with issues/concerns related to their health
  • Answer phone inquiries regarding health care coverage's premiums, eligibility, rates, account status, claims, billing, address changes, benefit verifications etc.
  • Following-up on inquiries and complaints that have not been resolved
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Managed high-volume call traffic while maintaining accuracy in data entry and record-keeping.
  • Analyzed customer feedback to identify trends and recommend process improvements for service enhancement.

Sr. Quality Assurance

Airbnb
10.2016 - 06.2019
  • Trained employees
  • Draft quality assurance policies and procedures
  • Interpret and implement quality assurance standards
  • Investigate customer complaints
  • Analyze data to identify areas for improvement in the quality system
  • Prepare reports to communicate outcomes of quality activities
  • Monitor risk management activities
  • New hire orientations
  • Employee of the month of November for North America region
  • Assisted with monthly/quarterly business reviews
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Collaborated with cross-functional teams to enhance product knowledge among staff.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Quality Analyst

AT&T
04.2015 - 10.2016
  • Graded phone calls regarding Medicare, Billing, Pharmacy, and Medical.
  • Draft quality assurance policies and procedures
  • Interpret and implement quality assurance standards
  • Coach agents in areas where improvement is needed
  • Analyzed system performance and identified areas for process improvement, enhancing overall quality assurance protocols.
  • Collaborated with cross-functional teams to develop testing plans ensuring compliance with industry standards.
  • Executed detailed test cases and documented results, maintaining high accuracy in software validation processes.
  • Led root cause analysis initiatives to resolve defects, implementing corrective actions to prevent future issues.
  • Developed and maintained automated testing scripts using industry-standard tools, increasing testing efficiency by streamlining workflows.
  • Facilitated training sessions on new software tools and methodologies, fostering a culture of continuous improvement among team members.
  • Created and revised procedures, checklists and job aids to reduce errors.
  • Developed and maintained quality assurance procedure documentation.
  • Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.

Subject Matter Expert & Customer Care

Humana
11.2013 - 03.2015
  • Answered phones regarding Medicare, Billing, Pharmacy, and Medical.
  • Handle de-escalation calls before members requested supervisor.
  • Provided excellent customer service when conducting inbound/outbound calls to the Members.
  • Led cross-functional teams to enhance healthcare solutions and improve member outcomes.
  • Developed training materials and conducted sessions for staff on best practices and compliance standards.
  • Trained new staff on call center protocols and customer service best practices.
  • Managed escalated customer issues, providing effective solutions to complex problems.
  • Collaborated with cross-functional teams to streamline operations and improve service delivery.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.

Education

Bachelor of Science - Sonography

College of Southern Nevada
Las Vegas, NV
06-2027

High School Diploma -

Durango High School
Las Vegas, NV
06.2011

Skills

  • Effective relationship management
  • Ambitious
  • Rapid issue resolution
  • Enthusiastic engagement
  • Cash management
  • Performs effectively under pressure
  • Effective verbal communication
  • Achievement-focused
  • Effective listening
  • Efficient time management
  • Team leadership
  • Quality assurance

Certification

  • First Aid/CPR/BLS Certified
  • Certified CDL Dispatcher
  • Certified lamination/ brows/ threading

Timeline

Client Care Specialist II

Elite Legal Practice
06.2024 - Current

Lead Waitress

Wet Night Club & After-Hours
03.2022 - 01.2025

Customer Representative II

Anthem Blue Cross & Blue Shield
06.2019 - 03.2022

Sr. Quality Assurance

Airbnb
10.2016 - 06.2019

Quality Analyst

AT&T
04.2015 - 10.2016

Subject Matter Expert & Customer Care

Humana
11.2013 - 03.2015

High School Diploma -

Durango High School

Bachelor of Science - Sonography

College of Southern Nevada

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