Colayne M. Williams
Blythewood
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges in the public health field and advance organizational objectives with dedication and enthusiasm.
Overview
11
11
years of professional experience
Work History
SCDHHS ELIGIBILITY WORKER-REMOTE (CONTRACT)
TEKSYSTEMS
10.2023 - Current
- Supports the Medicaid eligibility determination processing tasks that do not require discretion, as defined by CMS, and data migration tasks
- Tasks and activities include the intake of applications, renewal forms, and income or resource verifications
- Data Entry
- Research and follow up on requests sent by the state agency
- Other administrative tasks as assigned and set forth by the state agency
ASSOCIATE SUPPORT CONSULTANT-REMOTE
ALLSCRIPTS
07.2022 - 07.2023
- Provided live chat, email and phone service support to Practice Fusion's Electronic Health Record (EHR) community
- Offered platform expertise and educate doctors and their staff on the functionality and use of the Practice Fusion Electronic Health Record (EHR)
- Maintained high levels of customer satisfaction by providing fast and accurate responses
- Championed change management with both internal and external customers
- Documented and managed customer interactions in our Salesforce CRM system
- Supported leadership and actively contributed to key business initiatives
- Identified trends and offered feedback to improve systems and processes to enhance customer satisfaction and engagement with the platform
PAYROLL CUSTOMER ADVOCATE-REMOTE
PAYCOR
11.2021 - 06.2022
- Supported customer interactions by performing basic functions within the Perform application in a team setting in a contact center environment
- Acted as a front-line triage by taking ownership and troubleshooting the more time-sensitive, urgent, and less complex issues by developing solutions to customer questions
- Supported customers as an advocate by educating and counseling them on procedures to eventually enable self sufficient system usage
- Identified appropriate next steps for more complex cases that required research, then routed them to the appropriate party
- Documented and managed cases within applicable systems by reviewing, updating, and closing daily
- Prioritized a variety of tasks for quarter end and year-end processing and reporting
OUTREACH SPECIALIST-REMOTE
IRIS HEALTHCARE
07.2021 - 09.2021
- Performed outreach and education efforts via phone to enroll members in the Advanced Care Planning (ACP) program
- Made daily high-volume outbound calls to designated members
- Met rigorous contact and conversion goals while prioritizing performance metrics
- Consistently delivered high customer satisfaction rates
CUSTOMER SERVICE ADVOCATE II
BLUECROSS BLUESHIELD OF SOUTH CAROLINA-TPL/MEDICAID DEPARTMENT, COLUMBIA, SC
09.2020 - 07.2021
- Verified third party/other health insurance benefits eligibility for Medicaid-eligible beneficiaries
- Maintained basic knowledge of quality work instructions and company policies
- Assisted with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations
- Maintained all departmental productivity, quality, and timeliness standards
BUSINESS DEVELOPMENT MANAGER
SPLIT SECOND SOUND
07.2019 - 11.2019
- Managed inbound leads and followed up until closing sale
- Managed and maintained corporate client relationships to generate repeat business
- Prospected corporate clients to generate new business
- Followed up with RFPs and provided quotes on entertainment services for corporate and social events and weddings
- Conducted sales appointments and phone consultations
- Assisted with new hire onboarding by training, monitoring, and reporting progress to owners
CUSTOMER ENGAGEMENT SPECIALIST
JOERNS HEALTHCARE
06.2018 - 07.2019
- Managed client relationships while focusing on customer satisfaction metrics
- Processed orders for capital clients through the SAP system
- Managed sales rep requests for customers as the liaison to the resolution ensuring that the sales rep and customer have appropriate updates to the request
- Participated in cross-functional team collaboration
- Achieved customer satisfaction rating of95% within6 months, exceeding corporate target of80%
- Provided cross-training to various staff members in relation to products and support
- Consistently exceeded department targets and KPIs with an average score of90%
- Call resolution for callers needing assistance with delivery and technical inquiries
- Assisted with new hire onboarding and training
- Reviewed and analyzed booking reports to ensure that sellers are aware of any key orders, replacements or returns for a client
BUSINESS DEVELOPMENT REPRESENTATIVE
WILMINGTON FRA
04.2017 - 04.2018
- Communicated directly with target audiences and sold them on the value of attending each event, making an average of75 outbound sales calls a day
- Achieved an average of100k in delegate revenue for each assigned event
- Achieved an average of25% attendance increase for newly assigned annual events
- Sourced new sales opportunities through digital platforms such as Zoom, LiveChat and LinkedIn
- Targeted defined markets with specialized offers
- Acted as key contact for consumer feedback
- Recorded and managed all sales inquiries via SalesForce
- Provided internal market feedback to VP of Business Development and CMO
- Traveled nationally to provide onsite event management in conjunction with event producers
EXPERIENCE SPECIALIST
VERIZON WIRELESS
06.2014 - 11.2016
- Provided exceptional levels of service to customers, explained newer technology, facilitated and taught wireless workshops, and supplied any requested information
- Consistently met and exceeded daily, weekly and monthly store revenue goals and sales targets
- Partnered with the Small Business Sales Manager to establish a bi-monthly small business morning networking event at the local store
- Developed and facilitated questionnaires for event attendees to fill in so as to gain feedback
- Co created the first ever district wide internal newsletter
- Educated sales representatives on new products, cash management, and processes and procedures
- Assisted with inventory and promotional incentives to ensure the store would meet goals
- Assessed promotional displays ensuring correct pricing and presentation
- Effectively supported sales and management teams to increase store revenue through product knowledge
- Trained and mentored staff on best practices for handling complicated sales and difficult customers
- Fostered customer relationships to generate repeat business and customer loyalty
- Routinely conducted inventory process, ensuring data was documented and distributed to appropriate management staff
Education
Master of Public Health-Candidate - Public Health
SOUTHERN NEW HAMPSHIRE UNIVERSITY
03-2026
Bachelor of Arts - COMMUNICATION
COLUMBIA COLLEGE of SC
05.2007
Skills
- Written and verbal communication
- Cross-cultural sensitivity
- Effective customer communication
- Social program eligibility
- Confidentiality
- Financial data assessments
- Effective communication skills
- Documentation and reporting
- Policy interpretation
- Government relations
- Teamwork and collaboration
- Relationship building
Timeline
SCDHHS ELIGIBILITY WORKER-REMOTE (CONTRACT)
TEKSYSTEMS
10.2023 - Current
ASSOCIATE SUPPORT CONSULTANT-REMOTE
ALLSCRIPTS
07.2022 - 07.2023
PAYROLL CUSTOMER ADVOCATE-REMOTE
PAYCOR
11.2021 - 06.2022
OUTREACH SPECIALIST-REMOTE
IRIS HEALTHCARE
07.2021 - 09.2021
CUSTOMER SERVICE ADVOCATE II
BLUECROSS BLUESHIELD OF SOUTH CAROLINA-TPL/MEDICAID DEPARTMENT, COLUMBIA, SC
09.2020 - 07.2021
BUSINESS DEVELOPMENT MANAGER
SPLIT SECOND SOUND
07.2019 - 11.2019
CUSTOMER ENGAGEMENT SPECIALIST
JOERNS HEALTHCARE
06.2018 - 07.2019
BUSINESS DEVELOPMENT REPRESENTATIVE
WILMINGTON FRA
04.2017 - 04.2018
EXPERIENCE SPECIALIST
VERIZON WIRELESS
06.2014 - 11.2016
Bachelor of Arts - COMMUNICATION
COLUMBIA COLLEGE of SC
Master of Public Health-Candidate - Public Health
SOUTHERN NEW HAMPSHIRE UNIVERSITY
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