Anna Mitchell
Customer Service & Operations Professional
Columbia
Summary
Service-driven and results-oriented professional with over 30 years of experience in leadership, customer service, administrative support, and operations across multiple industries including healthcare, government, retail, and security. Proven ability to exceed performance goals, resolve complex issues, and deliver exceptional service in high-volume, fast-paced environments. Skilled in communication, problem-solving, team leadership, and handling sensitive situations with professionalism and discretion. Recognized for reliability, adaptability, and a strong commitment to delivering high-quality service while supporting organizational success.
Overview
48
48
years of professional experience
Work History
Healthcare Operations Lead & Patient Navigator
TriWest Healthcare Alliance (TDB Communication)
09.2024 - Current
- Provide real-time support to call center agents by delivering accurate and timely responses to inquiries via chat systems.
- Assist military service members, veterans, and their families in navigating healthcare benefits, eligibility and available services.
- Coordinate with healthcare providers nationwide to verify information, facilitate referrals and ensure continuity of care.
- Support inbound call operations, demonstrating professionalism, empathy, and efficiency in all interactions.
- Manage and de-escalate sensitive or high-risk situations, including domestic and abuse-related calls, by offering guidance and supportive intervention.
- Engage in team meetings, continuous training, and performance improvement initiatives to enhance service quality and operational excellence.
UI Claims Examiner & Operations Specialist
South Carolina Department of Employment & Workforce
02.2023 - 10.2024
- Administer a high volume of inbound inquiries from claimants, employers, and stakeholders, providing expert guidance on unemployment insurance claims and program requirements.
- Investigate and resolve complex or escalated issues, ensuring compliance with established policies, procedures, and regulatory guidelines.
- Maintain meticulous and up-to-date records, ensuring data integrity and confidentiality within all claimant and employer files.
- Evaluate complaints, identify systemic issues, and implement effective resolutions that enhance service quality and program efficiency.
- Manage and process incoming and outgoing correspondence in strict accordance with service-level agreements and state compliance standards.
- Recommend and execute process improvements to streamline workflows, optimize productivity, and elevate customer satisfaction.
Assistant Manager
Family Dollar
10.2020 - 12.2022
- Supervised, trained, and coached store associates to achieve performance and sales goals.
- Ensured a high standard of customer service by resolving concerns promptly and maintaining a positive shopping experience.
- Assisted in inventory management, merchandising, and daily store operations to support business objectives.
- Oversaw scheduling, payroll processing, and cash handling in compliance with company policies.
- Supported loss prevention efforts and ensured adherence to operational and safety standards.
Front-End Operations Specialist
The Home Depot
10.2021 - 08.2022
- Delivered efficient, friendly, and accurate customer service while maintaining a positive and professional store environment.
- Managed front-end operations, including checkout, returns, and self-checkout assistance, ensuring a smooth customer experience.
- Served as a resource for team members by handling escalated situations calmly and effectively.
- Maintained clean, organized, and fully stocked work areas to support store presentation and operational readiness.
- Assisted in onboarding and training new associates to promote team cohesion and consistent service standards.
Security Operations Supervisor
Defender Services Inc
06.2006 - 11.2018
- Supervised and trained security officers across multiple locations to ensure operational readiness and compliance.
- Monitored surveillance systems and conducted patrols to maintain safety and security.
- Enforced safety protocols, security procedures, and company policies in accordance with operational standards.
- Assisted the Director of Operations with the development and implementation of training programs.
- Directed security operations involving both armed and unarmed personnel.
Fresh Food Associate (Meat & Bakery)
Sam's Club
01.2017 - 08.2018
- Assisted customers while maintaining high standards for product quality and presentation.
- Supported bakery operations, including cake decorating and merchandise display setup.
- Ensured cleanliness and compliance with food safety and sanitation standards.
- Accurately prepared and packaged meat products in compliance with company standards and food safety regulations.
- Managed labeling, pricing, and product rotation to uphold freshness, quality, and brand consistency.
- Collaborated effectively with team members to support smooth daily operations and ensure timely product availability.
Assistant Fresh Department Manager (Meat & Bakery)
Kroger
12.2000 - 05.2006
- Supervised department staff and maintained compliance with company policies and operational standards.
- Oversaw inventory control, cash handling, and customer service excellence to support department performance.
- Contributed to sales growth and profitability by assisting with merchandising, operations, and team support.
- Maintained accurate records and ensured proper documentation for daily operations and financial transactions.
- Trained and supported team members to improve performance, productivity, and customer service standards.
- Ensured proper merchandising, product presentation, and stock levels to enhance the customer shopping experience.
Financial Operations Specialist
Bank of Hawaii
05.1988 - 11.1992
- Executed financial transactions with accuracy, balancing cash drawers and maintaining detailed records.
- Oversaw vault operations and processed large deposits in compliance with bank security standards.
- Provided high-quality customer service and financial assistance to clients.
- Supported branch operations and ensured adherence to compliance procedures and internal controls.
- Maintained accuracy and attention to detail while handling sensitive financial information and confidential client data.
Logistics & Relocation Coordinator
Joint Personnel Property Shipping Office
04.1978 - 06.1981
- Assisted military personnel and families with shipping and relocation logistics.
- Maintained records, filing systems, and claims documentation with a high level of accuracy.
- Handled multi-line telephone systems and administrative tasks to ensure efficient daily office operations.
- Coordinated shipment schedules and ensured timely processing of military household goods and related documentation.
- Communicated with personnel, carriers, and internal departments to resolve issues and ensure smooth logistics operations.
Education
Certificate - Private Investigator
Stratford Career Institute
Saint Albans, VT 05.2001 -
Bachelor of Science - Criminal Justice
Strayer University
Alexandria, VA 05.2001 -
Associate of Arts - Criminal Justice
Leeward Community College
Pearl City, HI 05.2001 -
High School Diploma -
James Campbell High School
'Ewa Beach, HI 05.2001 -
Skills
- Customer Service & Client Relations
- Conflict Resolution & Problem Solving
Leadership & Team Development - Communication (Written & Verbal)
- Organizational & Time Management
- POS Systems & Administrative Support
- Accounting & Budgeting
- Call Center & Chat Support Operations
- Healthcare Navigation & Claims Assistance
- Training, Coaching & Staff Support
Accomplishments
- Consistently maintained customer satisfaction ratings above 90%.
- Enhanced inventory efficiency and reduced shrinkage through improved process management.
- Oversaw secure facilities and sensitive data operations while maintaining compliance and confidentiality.
- Surpassed sales and operational goals through strong performance and initiative.
- Received multiple recognitions for outstanding customer service.
- Advanced through promotions based on performance, reliability, and leadership.
- Demonstrated long-term commitment and stability with over 30 years of consistent work experience across multiple industries
Timeline
Healthcare Operations Lead & Patient Navigator
TriWest Healthcare Alliance (TDB Communication)
09.2024 - Current
UI Claims Examiner & Operations Specialist
South Carolina Department of Employment & Workforce
02.2023 - 10.2024
Front-End Operations Specialist
The Home Depot
10.2021 - 08.2022
Assistant Manager
Family Dollar
10.2020 - 12.2022
Fresh Food Associate (Meat & Bakery)
Sam's Club
01.2017 - 08.2018
Security Operations Supervisor
Defender Services Inc
06.2006 - 11.2018
Certificate - Private Investigator
Stratford Career Institute
05.2001 -
Bachelor of Science - Criminal Justice
Strayer University
05.2001 -
Associate of Arts - Criminal Justice
Leeward Community College
05.2001 -
High School Diploma -
James Campbell High School
05.2001 -
Assistant Fresh Department Manager (Meat & Bakery)
Kroger
12.2000 - 05.2006
Financial Operations Specialist
Bank of Hawaii
05.1988 - 11.1992
Logistics & Relocation Coordinator
Joint Personnel Property Shipping Office
04.1978 - 06.1981