DENISHA WILLIAMS
Orlando
Summary
Compassionate and detail-oriented customer service professional with a proven track record of supporting patients and customers in high-volume environments. Expertise in handling sensitive information, resolving concerns with empathy, and delivering accurate information through both phone and digital platforms aligns well with remote healthcare, insurance, and patient support roles. A dedicated advocate with extensive experience in client relations and conflict resolution, emphasizing team collaboration, results-driven outcomes, and adaptability to evolving needs. Exceptional communication and problem-solving skills, along with a dependable approach to challenges, ensure effective support and satisfaction for all stakeholders.
Overview
11
11
years of professional experience
Work History
REMOTE MEMBER ADVOCATE
E Health
11.2024 - 08.2025
- Advocated for member needs, ensuring comprehensive understanding of health plan options.
- Resolved complex member inquiries efficiently, enhancing overall satisfaction and engagement.
- Monitored compliance with regulatory guidelines, ensuring adherence to industry standards in member advocacy.
- Perform high-volume clinical data entry and indexing with EMR system
- Consistently met or exceeded performance metrics related to response times, issue resolution rates, and overall customer satisfaction scores.
REMOTE CUSTOMER SUPPORT REPRESENTATIVE
Alight Solutions
03.2023 - 09.2024
- Managed support tickets using CRM systems to track and prioritize customer issues.
- Exceeded performance metrics by consistently providing high-quality support to clients.
- Collaborated with cross-functional teams to enhance service delivery and customer satisfaction.
- Maintain strict HIPPA compliance and confidentiality.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
GROUP RESERVATIONS COORDINATOR
Westin Beach Resort & Spa at Frenchman's Reef
St. Thomas, USVI
09.2022 - 09.2023
- Coordinated tailored group packages with sales and events to increase bookings and client engagement.
- Evaluated customer feedback trends to refine reservation strategies, resulting in noticeable gains in service quality and operational efficiency.
- Managed booking systems to optimize room allocations for large groups effectively.
- Developed tailored packages to enhance guest experiences and drive repeat business.
- Collaborated with sales and marketing teams to promote group offerings and increase occupancy rates.
GUEST RELATIONS COORDINATOR
The Ritz-Carlton St Thomas
St. Thomas, USVI
04.2014 - 09.2022
- Developed personalized guest experiences through attentive communication and exceptional service standards.
- Coordinated guest arrivals and departures, ensuring seamless check-in and check-out processes.
- Addressed guest inquiries and concerns promptly, enhancing overall satisfaction and loyalty.
- Collaborated with various departments to resolve issues, fostering a cohesive service environment.
- Implemented feedback systems to gather insights on guest experiences, driving continuous improvement initiatives.
- Trained new staff on Ritz-Carlton hospitality protocols, promoting consistency in service delivery.
Education
High School - Business Administration And Management
Southern Eastern High School
05.2011
Skills
- Patient & Member Support
- HIPAA Awareness & Confidentiality
- Medical terminology
- Call Center & Remote Support
- Issue Resolution & De-escalation
- Verbal & Written Communication
- Electronic health records
- Active Listening & Empathy
- CRM & EHR Systems
- Data Entry & Documentation
- Scheduling & Appointment Support
- Time Management & Multitasking
Timeline
REMOTE MEMBER ADVOCATE
E Health
11.2024 - 08.2025
REMOTE CUSTOMER SUPPORT REPRESENTATIVE
Alight Solutions
03.2023 - 09.2024
GROUP RESERVATIONS COORDINATOR
Westin Beach Resort & Spa at Frenchman's Reef
09.2022 - 09.2023
GUEST RELATIONS COORDINATOR
The Ritz-Carlton St Thomas
04.2014 - 09.2022
High School - Business Administration And Management
Southern Eastern High School