Ciera Williams
Kansas City,US
Summary
Customer Service Expert with 8+ years of experience in optimizing service delivery and enhancing client relationships. Proficient in managing dispatch operations and data entry, utilizing advanced skills in problem-solving and communication to streamline processes and boost customer satisfaction. Passionate about leveraging expertise in Salesforce and dual-screen operations to drive innovative solutions and achieve organizational goals.
Overview
8
8
years of professional experience
Work History
Onboarding Specialist
Spring Venture Group
Remote
09.2025 - 01.2026
- Manage onboarding of new insurance clients, providers, or employer groups
- Collect, review, and verify enrollment documentation and required forms
- Enter and maintain accurate data in insurance, CRM, or billing systems
- Coordinate with internal teams (billing, underwriting, customer service, eligibility)
- Educate clients on plan details, coverage options, and next steps
- Ensure compliance with state, federal, and payer-specific regulations
- Track onboarding progress and resolve enrollment or eligibility issues
- Serve as the primary point of contact during the onboarding phase
Dispatcher/Customer Service
Glory Global Solutions
Overland Park, KS
11.2024 - 09.2025
- Coordinated daily operations to ensure timely dispatch of service requests.
- Monitored communication systems for efficient routing and response to customer inquiries.
- Implemented process improvements that enhanced workflow efficiency across dispatch team.
- Managed schedules and assignments for drivers, optimizing resource allocation and productivity.
- Analyzed data trends to identify areas for improvement in dispatch processes and customer satisfaction.
Data Entry/Customer Service
Wipro
Overland Park, KS
02.2024 - 11.2024
- Enter and update data into databases, spreadsheets, or internal systems
- Review data for accuracy, completeness, and consistency
- Correct errors and verify information using source documents
- Maintain confidentiality of sensitive and personal information
- Organize and maintain digital and physical records
- Generate reports and retrieve data as requested
- Meet productivity and accuracy standards
- Assist with administrative support tasks as needed
Insurance Verification Specialist
Radius Global Solutions LLC
Overland Park, KS
06.2022 - 02.2024
- Verified patient insurance coverage, ensuring seamless service access and minimizing claim denials.
- Efficiently processed payments for uncovered services, enhancing patient satisfaction and financial accuracy.
- Secured necessary referrals, improving patient care coordination and reducing service delays.
- Provided empathetic assistance to patients navigating insurance processes, enhancing patient experience and satisfaction.
CSR - Customer Service Representative
Optum Health United Health Care
Overland Park, KS
03.2020 - 06.2022
- Entered customer data efficiently, resolving issues and enhancing service satisfaction.
- Addressed customer inquiries, offering tailored solutions and boosting engagement.
- Provided product insights, ensuring clarity and improving customer understanding.
- Resolved complaints promptly, maintaining high customer satisfaction levels.
- Collaborated with team to optimize processes, achieving measurable improvements.
Customer Service Representative
Spectrum Mobile
Kansas City, MO
09.2018 - 03.2020
- Managed high-volume inbound calls, enhancing customer satisfaction and retention.
- Efficiently resolved customer issues, improving service efficiency and client trust.
- Accurately maintained customer accounts, ensuring data integrity and smooth operations.
- Provided exceptional customer service by addressing inquiries and concerns, fostering positive relationships and enhancing customer loyalty.
Customer Service Representative/Call Center
Convergys
Olathe, KS
08.2017 - 09.2018
- Provided accurate, valid and complete information by using the right methods/tools.
- Kept records of customer interactions, processed customer accounts and filed documents.
- Read from scripts.
- Resolved customer complaints via phone, email, mail or social media.
Education
High school diploma -
Olathe North High School
Olathe, KS01.2015
Skills
- Dispatching
- Conflict management
- CSR
- VPN
- Insurance Verification
- Software troubleshooting
- Customer Service
- Research
- Negotiation
- Windows
- Mac OS
- Microsoft Office
- Data Entry
- Technical Support
- Security
- Account management
- Typing
- Call Center
- Adobe Acrobat
- Salesforce
- Google Suite
- Documentation review
- Underwriting
- Problem analysis
- Help Desk
- Analysis skills
- Customer Care
- Problem solving
- Organizational skills
- Dual Screen
- English
- Presentation skills
- Creative Thinking
Timeline
Onboarding Specialist
Spring Venture Group
09.2025 - 01.2026
Dispatcher/Customer Service
Glory Global Solutions
11.2024 - 09.2025
Data Entry/Customer Service
Wipro
02.2024 - 11.2024
Insurance Verification Specialist
Radius Global Solutions LLC
06.2022 - 02.2024
CSR - Customer Service Representative
Optum Health United Health Care
03.2020 - 06.2022
Customer Service Representative
Spectrum Mobile
09.2018 - 03.2020
Customer Service Representative/Call Center
Convergys
08.2017 - 09.2018
High school diploma -
Olathe North High School