Akelia Williams
Minden,LA
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
13
13
years of professional experience
Work History
Skating Carhop
Sonic Drive In
05.2011 - Current
- Upsold additional menu items when appropriate to increase profits for the restaurant.
- Processed payments using point-of-sale systems.
- Greeted customers and provided excellent customer service.
- Resolved customer complaints promptly and professionally.
- Maintained a clean work environment by wiping down counters, tables, and chairs between shifts.
Member Service Chat Advocate
United Health Group
01.2022 - 05.2024
- Assisted in checking patient's insurance eligibility prior to their appointment.
- Scheduled appointments for patients using the electronic health records system.
- Provided customer service by answering inquiries, resolving complaints, and providing general information to members regarding healthcare services.
- Maintained member confidentiality according to HIPAA regulations at all times.
- Generated monthly performance metrics reports based on customer feedback survey results.
Cashier
Lowes Home Improvement
08.2019 - 01.2022
- Issued receipts, refunds, credits or change due to customers.
- Greeted customers and answered any questions they had about the store's products and services.
- Balanced daily transactions on a computerized point-of-sale system.
- Performed other duties as assigned by management.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Conducted price checks for special orders or discounts as requested by customers.
Call Center Agent
Teleperformance
09.2017 - 01.2019
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Updated customer accounts, addresses and contact information within call management databases.
- Offered resolutions to de-escalate calls and solve customer issues.
Bank Teller
Capital One Bank
11.2015 - 06.2017
- Balance currency, coin, and checks in cash drawers at ends of shifts.
- Followed strict compliance guidelines when completing financial transactions for customers.
- Assisted customers with opening new accounts, ordering checks, and setting up online banking services.
- Processed deposits, withdrawals, transfers, loan payments and other transactions accurately and efficiently.
- Provided exceptional customer service to customers by answering inquiries, resolving complaints and processing transactions in a timely manner.
- Handled large sums of money with accuracy while maintaining appropriate levels of security.
Education
Bachelor’s Degree -
Grambling State University
05-2015
High School Diploma -
Minden High School
05-2011
Skills
- Customer Service
- Management Skills
- Computer Skills
- Leadership
- Teamwork
- Money Counting
- Decision Making
- Problem-Solving
- Time management abilities
- MS Office
- Training delivery
Timeline
Member Service Chat Advocate
United Health Group
01.2022 - 05.2024
Cashier
Lowes Home Improvement
08.2019 - 01.2022
Call Center Agent
Teleperformance
09.2017 - 01.2019
Bank Teller
Capital One Bank
11.2015 - 06.2017
Skating Carhop
Sonic Drive In
05.2011 - Current
Bachelor’s Degree -
Grambling State University
High School Diploma -
Minden High School