Rachel Hill

Utilized Aspect/Alvaria WFM Platform, Cisco UCCX, and Amazon Connect to monitor real-time call queues, ensuring calls were answered within goal metrics. Optimized schedules in real-time based on same-day needs, including adding last-minute out-of-seat items and adjusting for call-outs. Created and maintained custom reports for call center statistics, working with operations and executives to captu

Provided prompt responses to internal questions from agents via instant messenger, email, and on-demand requests. Accurately handled escalated calls from members, ensuring all concerns were addressed promptly. Assisted Supervisors with any additional needs, contributing to team efficiency.

Triaged, analyzed, and handled escalated concerns from 4D members before sending to Client Services. Collaborated with the Account Manager and Coordinator on issues concerning 4D members that required escalation beyond Member Services Management. Promptly handled other client concerns regarding member accounts.

Responded to member inquiries, including plan coverage, account status, and claims assistance. Answered inbound calls from members and clients, updating member accounts and placing refill orders. Assisted pharmacies with troubleshooting claims, ensuring smooth operations.

Served food to residents of the assisted living facility, ensuring a pleasant dining experience. Maintained the cleanliness and preparation of the dining area for each meal. Assisted in the kitchen with prepping side dishes and dessert trays, and ensured the dish room was kept clean and up to code.

Answered inbound calls, taking part orders for consumers and handling escalated calls for the parts department. Managed order tracking, troubleshooting, and setting up subscriptions for customers. Created and maintained accurate consumer profiles, processed mail-in orders, and handled invoicing.

Completed an Associate of Arts degree with a focus on Business Administration. This program provided foundational knowledge in business principles and practices.

Pursued an Associate of the Arts degree with a concentration in Health Care Management. The curriculum covered business administration principles with a specialized focus on the healthcare industry.

Obtained a High School Diploma, completing secondary education.