Alfred Williams
Duncanville,TX
Summary
Multifaced with the ability to adapt in a fast pace environment with 5+ years in client focus customer service optimizing client satisfaction by identifying client needs and striving to deliver tailored solutions beyond the clients' original requests. 2+ years as an insurance agent/customer support highly effective communicator and negotiator who easily establishes relationships, resolves customer problems. 5+ years in data entry reviewing, interpreting, and entering data electronically with a high degree of detail & accuracy. updating entries, and categorizing hard copy data as needed. Brings proficiency in MS Excel and QuickBooks, OmPrompt Order Management software
Overview
19
19
years of professional experience
1
1
Certification
Work History
Member Service Specialist
Christus Health
Irving, TX
04.2024 - 08.2024
- Provided exceptional customer service to members and guests by answering inquiries, resolving complaints, and providing information in a timely manner.
- Researched discrepancies on member accounts and resolved issues promptly and accurately.
- Handled incoming phone calls from members regarding account balances or transactions.
- Ensured compliance with applicable laws and regulations governing financial institutions.
- Recognized opportunities for process improvements that would lead to increased efficiency in operations.
- Answered inbound calls from wide range of members, welcoming callers.
- Managed continuous delivery of top quality membership support.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Collected deposits or payments and arranged for billing.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Updated databases with new and modified customer data.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
Licensed Health and Life Insurance Agent
TTEC
Duncanville, TX
02.2021 - 11.2023
- Diligent and detailed Insurance Salesman with a specialty for customer retention
- 2+ years of producing comprehensive life and health insurance policies
- Built a strong and trustworthy rapport with my clients which ultimately boost our sales target
- Gave excellent customer service by being tentative to their needs as well as find a policy that suits their financial status
- Help assist new agents about the company's insurance products, software, and company policies
- Train new team members on procedures and software used to produce modifications
- Guided customers through difficult claim procedures with knowledgeable company polices and information about the claim
- To give the clients a good experience and a speedy process
- Answered over 50+ calls a day, QA and Sales Target always met every month
- Maintained privacy and integrity when servicing a client's account
- Updated data entries such as: addresses, bank accounts, credit cards, occupations, death certificates, SS, I.D
- Etc
- Proficient in Microsoft products and organized enough to efficiently input data into several applications as well as monitoring multiple screens.
Warehouse Worker
AMAZON FULLFILLMENT CENTERS
04.2020 - 12.2020
- General warehouse laborer with a meticulous experience in warehouse operations
- Initiative driven with the willingness to learn more
- The occupation did require me to be physically fit and able to stand for long periods of time, while being able to lift packages of over 50+ pounds
- I insured the accuracy and quality of all products leaving the warehouse during active shifts
- Maintenance and learned how to operate certain machinery as well as trained new employees on the day to day operation requirements
- Efficiently drove a standing forklift with no accidents
- Inspected and scanned packages with an eye for detail
- To ensure that the packages would be in the correct container or gaylord, so that the products could be shipped at the CPT time that operations had set forth
- Corresponded with operations and maintenance team to spot trouble areas, as well as implementing techniques so that other employees could work efficiently.
Claim Handler
Allstate
Coppell, TX
07.2019 - 04.2020
- As a processor and a customer service representative my top priority was making sure the customer/ insured needs where met in a mannerable and timely fashion
- I take pride in making sure that the insured is knowledgeable about the claim process
- Being a Ladder Assist Processor my duties where: validating homes which included reviewing claims to see if they had eagle view reports or not
- The eagle review reports informed me of the pitch of the home which gave me the determination if the property qualified for Ladder Assist
- If the home did not have a eagle view report I had to search for images online or the Allstate IRV database and use a pitch gage to determine the pitch of the home
- I made sure that with each home I went by Allstate guidelines, and co-operated with the dispatchers to insure each outside adjuster's safety and concerns where addressed for each inspection
- Responded to e-mail requests for Ladder Assist requests through the National Catastrophe Team folder
- Canceled Ladder Assist requests, confirmed and sent emails to LA pilots for home inspections
- Updated Next Gen database, and made sure that the OA and LA got added-on to get paid for any inspection that was not documented on a claim
- Added reserve set and vendor to claims as well as informed vendors the name of OA, number, date, and time frame of inspection
- Participated in special projects such as Florida Letters which included: Sending Florida Mediation Letters to the insured or anybody that did any service for the insured contractors, lawyers, adjusters, the insured, etc
- Thoroughly had to comb through each correspondence to make sure I didn't leave out any entity from the claim or Allstate would be fined
- Assisted with Pending Management which in depth dealt with what resolutions or next actions to take with resolving a claim
- Probed claim to make sure if the insured was contacted in a timely fashion about inspection, was a call from the OA documented, was the policy addressed, was it a virtual or did a field adjuster come to the home, and was the damage a large loss
- Answered phone calls from, insured, OA's, contractors, etc
- In a polite, and respectable tone
- Trained new employees over the Ladder Assist processes as well as helped co-workers with assignments
- Created a Organized, hard working, coherent environment
- Flexible willing to work weekends, and have worked 74+ hours in a week.
Customer Service Specialist
NTTA
Dallas, TX
03.2018 - 04.2019
- Had an unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues, and win customer loyalty
- Handled customers inquiries, complaints, payments, extension, and service requests
- De-escalated angry clients, repair trust, and looked for the best solutions for customers, as well as following company policies and procedures
- Answered over 80+ inbound calls and updated/corrected Toll Tag account holders
- Worked on two different monitors while efficiently inputting account holders and non account holders information in an NTTA database
- Informed clients and non clients how the toll roads work in Texas, and why they received a bill, and the process of setting up a toll tag account
- Guided customers on how to check and set up an online account as well as advised the public on how to keep account in good standings
- Assisted fellow co- workers with challenging calls or difficult toll tag account issues.
Production Worker
Texstars, LLC
Grand Prairie, TX
07.2018 - 09.2018
- Responsible for thoroughness in cleaning and maintaining of two large aerospace plants and grounds
- Recognized by administrators and faculty for being on time and having a positive attitude
- Duties included: Handling light facility repairs, ensured accurate inventory and timely restocking of janitorial closet, cleaned and maintained floors (sweeping, mopping, vacuuming, waxing, stripping, and buffing) Scrubbing and sanitizing restroom facilities
- Maintained cleanliness of kitchens, break rooms, offices, and meeting rooms.
Sales Representative
Dallas Finest Construction
Dallas, TX
03.2014 - 02.2018
- Provided customers with exceptional service by providing quality assistance, and in depth product knowledge that ensured client retention and positive feedback
- Proven ability to increase sales through upselling techniques, as well as implementing processes that drive profitability
- Managed and strategically placed attractive merchandise in customers view to maximize purchases
- Organized inventory with accuracy and efficiency completing functions faster than the average associate
- Strong communication skills with a passion for details which ultimately led to boosting month to month sales.
Home Health Attendant
H&H Medical Services
Dallas, TX
05.2010 - 02.2014
- Created a trustworthy and peaceful environment; which made it easier for patients to recover and return to full health
- Assisted the nursing staff in administering medication along with monitoring and assessing the resident's health, cared for patient by assisting with personal hygiene such as sponge baths and drycleaning, Collaborated with interdisciplinary team to ensure safe care for all patients
- Educated and Instructed patients and caregiver about health hazards and care plans.
Administrative Assistant
Adapt of Texas
Dallas, TX
01.2006 - 05.2008
- Maintained and organized data in a proficient numeric and alphabetical order to simplify search criteria for staff members
- Assisted staff in drafting and editing in memos, reports and proposals
- Screened over 40+ phone calls daily taking messages and routine calls when necessary
- Greeted all clients and visitors with decency and a smile ensuring them that our company has their best interest at heart
- Assisted with office shipping and the mass mailings of hundreds of monthly invoices to the company's clients
- Monitored office supplies and replenished stock as necessary
- Efficient in typing 35+ words per minute
Education
Texas A&M Commerce
Commerce, TX01-2005
University of North Texas
Denton, TX01-2004
Honors Academy at Paul Quinn
Dallas, TX05.2003
Skills
- Negotiation
- Information Security
- Appointment Scheduling
- Complex Problem-Solving
- Client Account Management
- Client Relationship Management
- Policy Reinstatement Approvals
- Policy Management
- Client Education
- Client Retention
- Client Service
- Team Training and Development
- Insurance Sales Strategy
- Data Entry
Certification
- Forklift Certification
- Life & Health Insurance License (01/01/21 - 01/01/23)
Timeline
Member Service Specialist
Christus Health
04.2024 - 08.2024
Licensed Health and Life Insurance Agent
TTEC
02.2021 - 11.2023
Warehouse Worker
AMAZON FULLFILLMENT CENTERS
04.2020 - 12.2020
Claim Handler
Allstate
07.2019 - 04.2020
Production Worker
Texstars, LLC
07.2018 - 09.2018
Customer Service Specialist
NTTA
03.2018 - 04.2019
Sales Representative
Dallas Finest Construction
03.2014 - 02.2018
Home Health Attendant
H&H Medical Services
05.2010 - 02.2014
Administrative Assistant
Adapt of Texas
01.2006 - 05.2008
Texas A&M Commerce
University of North Texas
Honors Academy at Paul Quinn