Carolonda Williams
Sulphur
Summary
Healthcare Customer Service Professional with over eight years of experience in the field. Proven track record in patient communication and problem resolution. Adept at managing patient inquiries, coordinating with medical teams, and ensuring smooth service delivery. Strong focus on teamwork and adaptability, consistently achieving results even in high-pressure environments. Known for empathy, active listening, and effective conflict resolution skills. Committed to fostering a collaboratives environment that priorities service coordination and effective communication.
Overview
6
6
years of professional experience
Work History
Healthcare Customer Service Representative
HCA Healthcare Inc.
09.2020 - 01.2025
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Ability to type 25 or more wpm
Sales Advisor
VXI Global
09.2019 - 07.2020
- Drove sales performance through strategic customer engagement, consistently, and surpassing targets
- Increased sales by establishing rapport with customers and identifying their needs.
- Increased sales by offering advice on purchases and promoting additional products.
- Work independently and by group
- Provided excellent customer service skills
- Remained organized and on task
- Developed creative solutions to complex customers issues, increasing client rentention rates
Customer Service Representative
American Express
08.2018 - 09.2019
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Associate of Science - Education Administration
Lamar State College
Orange, TX12-2017
Skills
- HIPAA compliance
- Patient information management
- Call center operations
- First-call resolution
- Excellent customer service skills
- Fast pace
- Remain composed and on topic
Timeline
Healthcare Customer Service Representative
HCA Healthcare Inc.
09.2020 - 01.2025
Sales Advisor
VXI Global
09.2019 - 07.2020
Customer Service Representative
American Express
08.2018 - 09.2019
Associate of Science - Education Administration
Lamar State College
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