Analysia Williams
Glendale,AZ
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
8
8
years of professional experience
Work History
MAC Member Services Representative
CVS Health | Aetna
Phoenix, AZ
11.2025 - Current
- Assisted Medicare members with benefits, eligibility, claims, and coverage inquiries to enhance member understanding.
- Delivered solutions-focused customer service, achieving quality metrics and ensuring member satisfaction.
- Resolve complex inquiries while maintaining HIPAA and CMS compliance.
- Assessed customer needs through effective communication to tailor support and resolve inquiries. of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Communicated with clients to gather necessary information and clarify claim details.
- Document interactions accurately across multiple systems.
Customer Service Representative
Maximus Federal
Phoenix, AZ
10.2023 - 09.2025
- Resolved complex inquiries while ensuring HIPAA compliance to protect patient information.
- Achieved performance metrics by consistently meeting established goals.
- Educated clients on program eligibility requirements and application procedures.
- Resolved complex inquiries and maintained HIPAA compliance.
- Promoted customer satisfaction by efficiently resolving issues with knowledgeable, friendly service.
Customer Service Representative
Waste Management
07.2021 - 11.2022
- Managed 50+ inbound calls daily.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved billing and scheduling issues.
- Assisted clients with inquiries regarding services and benefits.
- Collaborated with team members to improve service delivery processes.
- Monitored service quality to ensure compliance with company standards.
- Developed strong customer relationships to encourage repeat business.
Service Resolution Specialist
American Home Shield
06.2020 - 12.2020
- Resolved escalated warranty claims to ensure customer satisfaction and adherence to company policies.
- Assisted clients in understanding warranty coverage and service options provided by the company.
- Educated clients on warranty coverage and available service options, enhancing their understanding and decision-making.
- Coordinated technician schedules for service appointments, optimizing time management and customer convenience.
- Documented customer interactions accurately in the company's database for future reference.
Senior Customer Advocate / Dispatcher
Nexa Receptionists
11.2018 - 06.2020
- Delivered customer support and coordinated dispatching to ensure timely service.
- Provided customer support and dispatching.
- Provided technical support to customers via phone, email and chat.
- Trained new team members on customer service protocols and best practices.
- Executed verbal instructions from dispatch personnel to optimize service delivery.
- Entered incident reports into computer-aided dispatch system to maintain accurate records.
Education
Medical Billing & Coding Certificate -
UEI College
Phoenix, AZHigh School Diploma -
Westview High School
Avondale, AZSkills
- Medicare Member Services
- HIPAA & CMS Compliance
- Customer Service
- Billing & Account Support
- Escalation Resolution
- Call Center Documentation
- CRM Systems (Salesforce, Zendesk, ServiceNow, ServiceTitan)
- Team Collaboration
Timeline
MAC Member Services Representative
CVS Health | Aetna
11.2025 - Current
Customer Service Representative
Maximus Federal
10.2023 - 09.2025
Customer Service Representative
Waste Management
07.2021 - 11.2022
Service Resolution Specialist
American Home Shield
06.2020 - 12.2020
Senior Customer Advocate / Dispatcher
Nexa Receptionists
11.2018 - 06.2020
Medical Billing & Coding Certificate -
UEI College
High School Diploma -
Westview High School