Ciara Williams
Columbus,OH
Summary
Experienced customer service manager with 8+ years of driving operational efficiency and enhancing customer satisfaction. Proven track record in leading diverse teams, developing innovative customer service strategies, and implementing process improvements. Increased customer loyalty and retention. Expertise in conflict resolution, performance analytics, and cross-functional collaboration. Skilled in leveraging technology and data insights to streamline operations and elevate the customer experience. Excited to bring leadership skills and passion for customer service excellence to a dynamic organization.
Overview
8
8
years of professional experience
Work History
Patient Advocate Specialist
Express Scripts/Cigna
07.2021 - Current
- Share urgent information with management and teams from different functions
- Review audit findings and create suggestions for enhancements
- Proven ability to evaluate and suggest treatment options and create personalized care plans
- Foster good relationships with patients and families and communicate with medical staff to improve health results
Customer Service Representative
Gap Inc.
08.2020 - 06.2021
- Manage several projects at the same time
- Collect data and responses from briefings to create reports for the organization
- Use feedback to redesign processes to enhance customer experience
- Examine internal policies, processes, and products against trends and customer complaints
Medical Screener
Octapharma Plasma
10.2019 - 08.2020
- Performed all necessary and requested patient care procedures
- Trained associates on procedures and systems
- Provided supervision oversight and accountability for complex projects
- Developed patient forms and frequently used office communication templates; provided extensive edits to others and enforced following new policies and guidelines
Assistant Manager
Anthony Vince Nail Spa
04.2017 - 12.2019
- Provides superior calendar management by analyzing historical data to schedule meetings and appointments
- Maintains staff by recruiting, and training employees
- Amplifying the voice of the consumer by analyzing qualitative feedback
- Specializing in conflict resolution
- Determining when policies, processes or products are negatively impacting the customer experience
- Delegating responsibilities to help with workflow
Education
University of Denver - Frontline Management & development
University of Denver
04.2025
High school diploma -
Ridgewood High School
Port Richey, FL07.2010
Skills
- Live Chat
- Microsoft Word
- Team Building
- Office Administration
- Schedule Management
- Conflict resolution & management
- Medical Records
- Medical Scheduling
- Recruiting
- Orientation facilitation
Additional Information
Works well in fast-paced environments. Remains focused and task-oriented while remote. Prefers teamwork and collaborates effectively. Skilled in data entry, data migration, conflict management, team building, and computer systems. Specializes in project management, team development, job training, and recruitment. Also proficient in time and calendar management.
Willing To Relocate
- Bexley, OH
- Gahanna, OH
- Pickerington, OH
Timeline
Patient Advocate Specialist
Express Scripts/Cigna
07.2021 - Current
Customer Service Representative
Gap Inc.
08.2020 - 06.2021
Medical Screener
Octapharma Plasma
10.2019 - 08.2020
Assistant Manager
Anthony Vince Nail Spa
04.2017 - 12.2019
University of Denver - Frontline Management & development
University of Denver
High school diploma -
Ridgewood High School
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