Open To Work
Diamond Williams
Customer Service Representative
Humble,TX
Summary
Customer Service Representative with 6+ years of experience delivering high-quality support across healthcare, utilities, and sales environments. Expertise in billing resolution, account management, service order processing, and issue investigation to achieve first-call resolution and customer satisfaction. Proven ability to meet 95%+ quality scores while working independently during overnight shifts in fast-paced, remote settings. Known for clear communication, attention to detail, and consistently dependable performance.
Overview
10
10
years of professional experience
Work History
PBM Claims Specialist(Pharmacy Benefit Manager)
Concentrix - MedImpact Project
Texas
11.2024 - Current
- Adjudicated high-volume prescription claims across commercial and Medicaid plans, processing 300+ claims per shift with 99% accuracy while maintaining HIPAA compliance
- Reviewed and processed prior authorizations against clinical criteria, meeting 95%+ QA scores and required SLA turnaround times
- Investigated claim rejections and payment discrepancies, achieving 85–90% first-contact resolution through accurate analysis and documentation
- Collaborated with pharmacies, providers, and internal teams to resolve complex billing and authorization issues, reducing claim rework by 20–30%
- Maintained top-tier productivity and accuracy while working independently during overnight shifts in a fast-paced PBM environment
Utilities Customer Service Agent
Austin Energy
Texas
12.2022 - 11.2023
- Resolved 60+ customer inquiries per shift related to billing, usage, and service issues with 90%+ first-call resolution
- Investigated billing disputes by analyzing usage patterns and account history, maintaining 95%+ customer satisfaction
- Processed 30–50 service orders daily with 100% data accuracy, preventing service interruptions and repeat calls
- Coordinated with internal departments to resolve escalated issues, improving service response times by 20%
- Maintained precise documentation for escalations and follow-ups, preserving auditability and supporting reliable downstream actions
- Piloted a verification checklist for complex inquiries to streamline investigations, shortening resolution paths and enhancing case accuracy
Inbound Sales / General Customer Service Representative
Valor Global
Texas
07.2022 - 12.2022
- Handled high-volume inbound calls while delivering professional customer service and effective first-call resolution
- Resolved customer concerns promptly to reduce escalations and improve account retention
- Conducted needs assessments to recommend appropriate products and services, consistently supporting upsell opportunities
- Clearly explained product features and pricing to increase customer understanding and purchase confidence
- Built rapport through active listening, fostering positive customer relationships and repeat business
Early Childhood Educator (Infants & Toddlers)
His Kids Christian Learning Center
Jacksonville, Florida
03.2022 - 07.2022
- Maintained safe, nurturing learning environments while supporting developmental milestones and emotional growth
- Implemented age-appropriate activities to promote cognitive, motor, and social development
- Monitored progress and communicated effectively with parents to support individualized care plans
Retail Operations Associate (Copy & Print/ Inventory)
Office Depot
Jacksonville, Florida
06.2019 - 03.2020
- Operated commercial printing equipment to produce custom print and binding solutions with quick turnaround times
- Assisted customers at point of sale and resolved inquiries to improve satisfaction and repeat business
- Stocked and organized merchandise using inventory tools to maintain sales floor readiness
Education
Bachelors of Science - Secondary Education
Grand Canyon University
Phoenix, Arizona01-2019
High School Diploma - undefined
Edward H White High School
01-2018
Skills
- PBM Claims Adjudication
- Prior Authorization Review
- De-escalation & Complaint Handling
- Data Review & Analysis
- Quality & Performance Metrics
- Billing & Account Resolution
- Customer & Provider Support
- HIPAA Compliance
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteSalary Range
$45000/yr - $200000/yrTimeline
PBM Claims Specialist(Pharmacy Benefit Manager)
Concentrix - MedImpact Project
11.2024 - Current
Utilities Customer Service Agent
Austin Energy
12.2022 - 11.2023
Inbound Sales / General Customer Service Representative
Valor Global
07.2022 - 12.2022
Early Childhood Educator (Infants & Toddlers)
His Kids Christian Learning Center
03.2022 - 07.2022
Retail Operations Associate (Copy & Print/ Inventory)
Office Depot
06.2019 - 03.2020
High School Diploma - undefined
Edward H White High School
Bachelors of Science - Secondary Education
Grand Canyon University