Victoria Allen
Phoenix,MD
Summary
Results-driven professional with extensive experience in managing access protocols and optimizing system efficiency. Proven ability to leverage strong problem-solving skills to enhance data security and improve user experiences. Demonstrated success in collaborating with cross-functional teams to meet organizational standards and adapt swiftly to evolving requirements. Committed to driving innovation and excellence in every project undertaken.
Overview
8
8
years of professional experience
Work History
Access Specialist Team Lead
Medstar Health NRH
11.2021 - Current
- Answer incoming calls in a cordial, professional and timely manner. Transfer calls to appropriate individuals.
- Take accurate, thorough messages.
- Oversees daily operation and communication to Access Specialists so that contacts are answered in a timely, efficient and knowledgeable manner.
- Consistently demonstrates expert knowledge of MedStar contact center scheduling protocols and operations. Capable of performing the job duties of an Access Specialist.
- Maintains the access specialist team staffing schedule to ensure proper distribution and coverage of contact center operations. Supports the service line director by identifying and resolving scheduling conflicts when necessary.
- Assists service line director with continual evaluation of processes and procedures. Responsible for suggesting methods to improve operations, efficiency and service to both internal and external customers. Develops contact center reports as assigned by the service line director.
- Lead and manage a team of 15, providing day-to-day support, guidance, and performance oversight.
- Support recruitment efforts by assisting with interviews and facilitating a smooth onboarding experience for new hires.
- Contribute to training and onboarding processes, helping to develop and deliver materials to ensure new employees are effectively integrated.
- Conduct monthly Quality Assurance (QA) reviews, evaluating recorded calls, documenting performance, and providing constructive feedback to drive individual and team improvement.
Client Service Associate
Morgan Stanley Wealth Management
01.2019 - 11.2021
- Answer approximately 50 incoming calls in a cordial, professional and timely manner. Transfer calls to appropriate individuals.
- Take accurate, thorough messages.
- Enter wire transfers and cash transfer to external banks
- Maintain existing client relationships through the processing of client requests, resolving client inquiries, and making sure key client information and documentation is up to date
- Conduct outreach to maintain strong relationships with client base and identify Firm services and solutions, such as digital, online access and cash management offerings, that support clients’ needs
- Onboard new client accounts, which includes the collection of required documentation and client information
- Support the team’s marketing strategy by maintaining marketing materials, including digital and social media platforms, and planning client events and seminars
- Responded promptly to client inquiries via phone, email, or face-to-face meetings, demonstrating commitment to exceptional service standards.
- Responded proactively and positively to rapid change.
- Identified and resolved discrepancies and errors in customer accounts.
Customer Care Representative
Mercedes-Benz of Hunt Valley
04.2017 - 01.2019
- Use computers for various applications, such as database management or word processing.
- Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.
- Create, maintain, and enter information into databases.
- Operate office equipment, such as fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions.
- Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs.
- Order and dispense supplies.
- Hear and resolve complaints from customers or the public.
- Schedule appointments and maintain and update appointment calendars.
- Perform duties, such as taking care of plants or straightening magazines to maintain lobby or reception area.
- Managed high call volume with exceptional professionalism and efficiency.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Assisted call-in customers with questions and orders.
- Navigated multiple computer systems and applications to find information.
Education
Medical Billing and Coding Certificate -
Morgan State University
Baltimore, MD03.2025
High School Diploma -
Chesapeake High School
Essex, MD06.2010
Skills
- Clerical
- Customer and Personal Service
- Administration and Management
- Active Listening
- Time Management
- Coordination
- Active Learning
- Customer support
- Remote Access tools
- User training
- Maintaining records
- Teamwork and collaboration
Accomplishments
- Supervised team of 15 staff members.
- Achieved call efficiency through effectively helping with Quality Assurance.
Timeline
Access Specialist Team Lead
Medstar Health NRH
11.2021 - Current
Client Service Associate
Morgan Stanley Wealth Management
01.2019 - 11.2021
Customer Care Representative
Mercedes-Benz of Hunt Valley
04.2017 - 01.2019
Medical Billing and Coding Certificate -
Morgan State University
High School Diploma -
Chesapeake High School
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