Karissa Williams Email & Phone Number

Remote- Atlanta, Georgia

• Created general scripts, email templates, and presentation decks based on client needs.
• Conducted at least ten pre-scheduled client training sessions per month as well as one-off training sessions.
• Created specialized training materials for Cushman & Wakefield, Greystar, and LivCor.
• Created virtual and printable job aids to assist leasing teams with implementation of Jetty products.
• Created SOPs and internal guides to assist teammates in executing their job duties.
• Called under-performing properties to address gaps in understanding to increase Jetty enrollments.

Atlanta, Georgia, United States

• Exceeded metric-based goals daily and monthly.
• Led new hire training onboarding classes and re-training courses/workshops on best practices for phone interviews, avoiding errors and correct notations.
• Led HR/benefits training for new hires.
• Created and led intradepartmental competitions to incentivize exceeding KPIs.
• Participation in the new hire mentorship program, mentoring up to three new hires at a time.
• Assisted in the hiring process by conducting on the job interviews to test candidate’s skills.

Alpharetta, Georgia, United States

• Exceeded goals for average handle time, quality monitoring scores and availability.
• Provided dental offices with insurance verification and insurance breakdowns.
• Explained grievance and appeals process to members and providers.
• Researched procedural limitations by code using standard ADA coding.
• Processing claim correspondence to members and providers.
• Explained claims, explanation of benefits, pre-authorizations and procedural limitations to members and providers.

Norcross, Georgia, United States

• Monitored and graded pre-recorded and live calls.
• Audited tool usage of agents in a call center environment.
• Created coaching plans with team leads to help struggling employees improve.
• Managed over 150 inbound calls per day in a call center environment using Salesforce.
• Provided Tier 1 and 2 help desk support for internal customer service reps and clients.
• Led training classes of 25 or more in a call center environment.

Tucker, Georgia, United States

• Exceeded sales goals by creating personalized plans for clients.
• Created, accessed, and changed customer accounts daily.
• Managed over 125 weekly outbound calls to potential clients.
• Conducted troubleshooting of cell phones, tablets and personal Wi-Fi devices.
• Managed personal and business cell phone/internet accounts.

Newnan, Georgia, United States

• Supervised and monitored the work of sales staff in two locations.
• Performed new hire training using the ADDIE method and covered HR training as well.
• Serviced, altered, and sold insurance policies via As400 software.
• Created schedule and planned out weekly sales goals.
• Conducted weekly meetings.
• Created job aids for management and staff members.