Jamee Cohen-Williams

310-***-**** ad2gh9@r.postjobfree.com

Professional Summary

Dedicated Customer Service Manager and Project Manager talented at processing high-volume transactions and meeting departmental goals. Offers 8+ years of experience in remote customer service, customer retention, and project management. Strong communication with all levels of the workforce and offering solid skills in marketing and resilience to handle challenges of fast-paced environments. Comfortable working alone or with teams to accomplish on-time and accurate clerical tasks. Self-motivated leader with strong organizational skills, employee training experience, and project management skills. Coordinated multiple, concurrent projects efficiently and with attention to detail.

Knowledge and Skills

● Social Media and Digital

● Marketing

● E-commerce

● Microsoft Suite

● Google Workspace

● Website Development

● Mac and PC Proficient

● Project Management

● AI

EXPERIENCE

● Zendesk

● KPI’s

● Contracts

● Quality Assurance

● Bilingual- Fluent in English and

Spanish

Center4Health, Los Angeles,CA - Customer Service Manager January 2019 - November 2023

● Coach, train, and motivate staff to perform effectively. Conducted training activities for new and veteran employees such as group training events, classroom lectures, role-playing, and interactive videos.

● Research and verify incoming calls and medical insurance claims related to refunds, payment overages, and new applications for quality assurance.

● Oversee 80+ daily email inquiries and phone calls related to account status, patient cancellations, and staff and office management operations.

● Manage patients with past due accounts under 30 days old to optimize loss prevention and revive positive account statuses.

● Make necessary adjustments to patient demographic, insurance, and account balance information

● Assist in educating onboarded teammates on new policies, Fair Credit Reporting Act guidelines, and HIPAA guidelines for the current year.

● Complete file reviews, medical records requests, and corresponding invoices from physician offices and medical facilities to determine medical necessity. SamiaNoelle, Los Angeles, CA -

Tier 1 Success Agent/ Project Manager February 2017 - January 2019

● Met all project deadlines for 1.5 years straight and increased Company sales and market share by 10% through successful branding projects and events.

● Created and maintained budgets.

● Assisted with grant proposals for small businesses

● Provided recommendations for custom products via chat support and email support.

● Trained customers on application setup and website navigation for existing and new accounts.

● Maintained a 97% customer satisfaction survey rating.

● Performed upselling techniques to increase average order values across physical and online-ordered products.

● Reduced process gaps while training new hires on products, software, operational best practices, and store protocols.

First Castle Financial, Los Angeles - Property Manager/Assistant May 2012 - December 2017

● Handled resident complaints and expedited maintenance requests.

● Planned the succession of exiting associates at all levels through employee training and mentoring promising associates

● Collected monthly assessments, rental fees, deposits, and payments

● Inspected properties regularly to identify deficiencies and schedule repairs.

● Maintained 98% accuracy while digitizing records, taking meeting minutes and messages, and transcribing notes in updated Transcription software

● Maintained thorough, accurate, and compliant records for internal and regulatory audits, and supported efficient operations by managing errands like dropping off lockboxes and clerical tasks such as business correspondence.

● Organized and maintained systems to track leads coming from social media, websites, and other funnels.

● Created and distributed outbound print marketing materials and was the lead on all social media marketing, digital marketing, and advertisements to promote new properties and agents.

● Wrote purchase agreements, disclosures, and other contractual documents, using DocuSign to obtain signatures and complete paperwork

EDUCATION

Santa Monica College, Santa Monica - Associates of Business December 2023

● Certificate in Business Marketing

● Certificate in Business Logistics and Finance

● Certificate in Business Management

Licenses and Certificates

Cosmetology License-since 2013

Grant Writing

Social Media Marketing

Digital Marketing

Content Marketing

JavaScript Web Development

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