Naima Williams Email & Phone Number

·Supervise eligibility determination and processing functions for the Care Services program.·Plan, prepare, and create work schedules that meet the needs of workflow and customer volume.·Provide coaching, leadership, direction, and professional development of Intake Eligibility Specialists.·Maintain transparent and ongoing communication with Team Leads and internal partners as beneficial to the operation.·Assist with development, documentation, and implementation of process improvements to increase the efficiency and productivity of the team.·Ensure compliance and conformance with internal policies, procedures, and protocols as well as external guidelines.·Evaluate effectiveness of customer service delivery methods and implement efficient and innovative methods to improve overall customer satisfaction.·Develop and implement accountability measures for IES staff and ensure such measures are monitored in staff performance evaluations.·Provide policy and procedure training and technical assistance to Intake Eligibility Specialists.·Function as the liaison with all other areas within the program and with outside agencies for the delivery of the child care program to help ensure high quality of customer service.

•Analyze, clarify and resolve basic policy and account related questions from internal and external customers. •Review problems and communicate with appropriate personnel to obtain information when necessary.•Respond to customer inquiries through appropriate mediums.•Attain performance level standards as outlined in performance objectives.•Continue to build personal skill set by participating in in-house or outside insurance or industry related courses and seminars as deemed necessary to expand product and system knowledge. •Stay current with relevant product(s). •Understand organization’s overall strategy.•Perform other duties as assigned.

•Negotiate with customers to save and maintain or improve customer experience.•Take calls from internal and external customers to assist in resolving issues.•Secure information regarding the reason for exchange or return.•Schedule parts and service orders in an attempt to save the sale.•Input and update customer accounts with resolution.•Email escalations.•Perform others duties as assigned.

•Provide document and information management services for government and state agencies. •Administer daily scanning techniques for authenticity and accuracy.•Prepare and record documents for completion into company database.•Handle highly confidential documents and insure company confidentiality.

Social Sciences

Social Science

Behavioral Sciences

Behavioral Science