Andrea Williams
Raleigh,NC
Summary
Proven problem-solver and effective communicator, I excel at Metlife by delivering exceptional customer care and handling high-volume calls with precision. Skilled in several systems and adept at multitasking, my focus on detail and client relationships boosts call center performance significantly, showcasing my ability to exceed targets and foster client loyalty.
Results-driven professional prepared for claims management roles. Noted for collaborative team leadership and achieving exceptional results under tight deadlines.
Overview
8
8
years of professional experience
Work History
Customer Care Consultant
Metlife
Cary, NC
11.2022 - Current
- Delivered outstanding support during peak periods, adeptly handling increased call volume without compromising service quality.
- Answering inbound inquiries on claims
- Explaining claims process and accurately documenting information for claims processing
- Sending and receiving correspondence
- Assisting escalated callers effectively and efficiently
- Muli tasking between different projects with sensitive timeframes.
- Managed high-pressure situations calmly and professionally, maintaining strong rapport with clients during difficult interactions.
- Submitting claims for clients with attention to detail to ensure processing is accurate.
- Interim Call Center Support responsible for supporting several supervisors and their teams
- Creating different Excel forms for use
- Coaching teammates and New Hires
- Assisting as a SME/facilitator
- Maintaining a flexible attitude with focus on time management with little supervision
- Meeting and Exceeding monthly metrics as a high contributer to the call center and company
Finance Manager
EchoPark Automotive
Cary, NC
02.2022 - 11.2022
- Reviewed documentation and identified financial discrepancies where applicable.
- Data accuracy with extreme attention to credit application detail
- Ensured compliance with local, state, federal tax regulations; timely filing of all required documents, mitigating potential penalties or fines.
- Prepared monthly reconciliation of bank accounts and took corrective actions on deviations.
- HIPPA regulations
- Assisting with making loan decisions
Sales Representative
CarMax
Raleigh, NC
07.2019 - 05.2021
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Expanded customer base through cold calling, networking, and relationship building.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Call center environment taking inbound and outbound calls
- Meeting weekly and monthly metrics
Billing Specialist
Duke Energy, CSR
Raleigh, NC
06.2017 - 07.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Answering billing inquiries
- Starting and stopping service
- Breaking down the monthly statements
- Meeting weekly, monthly and annual metrics
Education
High School Diploma -
Leading And Learning Academy
Raleigh, NCSkills
- Customer relationship building
- Billing systems and software
- Time Management
- Self Starter
- Flexibility
- Verbal and Non Verbal communication skills
- Attention to detail and accuracy
- Problem-solving
- Multitasking and organization
Timeline
Customer Care Consultant
Metlife
11.2022 - Current
Finance Manager
EchoPark Automotive
02.2022 - 11.2022
Sales Representative
CarMax
07.2019 - 05.2021
Billing Specialist
Duke Energy, CSR
06.2017 - 07.2019
High School Diploma -
Leading And Learning Academy