Emptoris
Courtney Williams
Senior Customer Service Representative
Columbus ,OH
Summary
Knowledgeable and dedicated customer service professional with extensive experience in medical industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Senior Customer Service Representative
Buckeye Health Plan
Columbus , Ohio
12.2018 - Current
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Coordinated customer service responses for high-value customers with complex issues as leading representative of [Type] team.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Responded to customer calls and emails to answer questions about products and services.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Engaged clients in person and over phone to answer questions and address complaints.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Kept accurate records of customer support interactions using defined methods and tools.
- Deployed problem solving, analytics and intuitive skills and offered productive solutions that met customer needs.
- Researched customer inquiries using modern technology and proactively improved internal processes.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Customer Service Representative
Aerotek
Columbus , OH
06.2018 - 12.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- .Temporary Job
- Collected and analyzed customer information to prepare product or service reports.
Member Advocate
Healthscope Benefits
Columbus , Ohio
01.2015 - 06.2018
- Utilized knowledge of available resources to help patients select appropriate courses and obtain relevant support.
- Assisted patients in understanding individual rights and responsibilities in regards to care, coverage and payment.
- Managed large caseload of patients in provider department.
- Helped patients file appeals to insurance denials and worked with insurance companies to resolve disputes.
- Entered details into computer systems and managed database of information.
- Collected and reviewed patient information to assess eligibility for special programs.
Education
High School Diploma -
Mifflin High School
Columbus Ohio 08.2001 - 06.2005
Skills
Database Management
undefinedSoftware
Internal PMF
CenProv
Certification
CPhT - Certified Pharmacy Technician
Timeline
Senior Customer Service Representative
Buckeye Health Plan
12.2018 - Current
Customer Service Representative
Aerotek
06.2018 - 12.2018
Member Advocate
Healthscope Benefits
01.2015 - 06.2018
High School Diploma -
Mifflin High School
08.2001 - 06.2005
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