Summary
Overview
Work History
Education
Skills
Timeline
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Barbara Williams

Humble,TX

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.
  • Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
  • Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.

Overview

7
7
years of professional experience

Work History

Customer Service Representative

Kelly Connect Services
Houston, TX
10.2023 - Current
  • Achieved 30% increase in customer satisfaction scores while leading a team of over 15 customer service representatives.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Reduced new hire ramp-up time by 40% through development and implementation of onboarding programs.
  • Maintained resolution rate exceeding 95% by managing escalations and resolving high-level complaints.
  • Collaborated with sales and operations teams to enhance service delivery and ensure consistent customer experience.

Patient Support Center Representative

Optum
Houston, TX
08.2021 - 10.2023
  • Answer and manage up to 100+ inbound calls daily, assisting patients with scheduling, billing questions, and provider referrals.
  • Verify insurance coverage and obtain prior authorizations when required, reducing billing issues by 20%.
  • Document all patient interactions accurately in the EHR system to ensure up-to-date records.
  • Educate patients on procedures, appointment preparation, and follow-up care instructions.
  • Provided customer service by answering product and service-related questions.
  • Collaborated with colleagues in other departments to ensure that all customer needs were met effectively.
  • Consistently met daily performance goals set by management team members.

  • Worked closely with human resources to support employee management and organizational planning.

Healthcare Customer Service Representative

CVS Pharmacy
Houston, TX
07.2018 - 08.2021
  • Handle an average of 80–100 inbound and outbound calls daily regarding prescription refills, insurance coverage, claims issues, and member eligibility.
  • Provide clear guidance to patients and members about prior authorizations, pharmacy benefits, and out-of-pocket costs.
  • Use multiple systems (Salesforce, internal pharmacy systems) to research, document, and resolve inquiries accurately and promptly.
  • Maintain 98% accuracy in call documentation, and consistently meet quality, adherence, and customer satisfaction targets.
  • Educate customers on mail-order pharmacy services, and assist with registration and portal navigation.
  • Processed paperwork related to medical claims processing including authorizations, referrals, pre-certifications.
  • Maintained client confidentiality according to HIPAA regulations at all times.

Education

Bachelor of Science - Nursing Science

Prairie View A&M University
Prairie View, TX
12-2026

Skills

  • Patient care
  • Customer service
  • Data entry
  • CRM software
  • Data collection
  • Salesforce Health Cloud
  • Epic CRM (MyChart, EHR integration)
  • Zendesk Support Suite
  • Microsoft Dynamics 365
  • Patient scheduling systems
  • HIPAA compliance
  • Call documentation and case management

Timeline

Customer Service Representative

Kelly Connect Services
10.2023 - Current

Patient Support Center Representative

Optum
08.2021 - 10.2023

Healthcare Customer Service Representative

CVS Pharmacy
07.2018 - 08.2021

Bachelor of Science - Nursing Science

Prairie View A&M University

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