Doniqua Williams
Cypress,Tx
Summary
Dedicated and results-oriented Customer Service Representative with 9 years of extensive experience in delivering exceptional support to clients and customers across diverse industries. Recognized for a track record of consistently exceeding performance targets, resolving complex issues, and ensuring customer satisfaction. Possess exceptional communication, problem-solving, and interpersonal skills. Demonstrated ability to mentor and train team members, while maintaining a strong commitment to delivering world-class service.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
GETIX HEALTH
Remote
09.2021 - 06.2025
- Assist customers with understanding their healthcare coverage, eligibility, and benefits
- Handle inbound customer inquiries related to healthcare benefits, insurance plans, claims, and general healthcare-related questions.
- Investigate and resolve customer concerns, complaints, and issues related to healthcare services, bills, or claims.
- Ensure compliance with all company policies, procedures, and healthcare industry regulations, such as HIPAA (Health Insurance Portability and Accountability Act), to protect the confidentiality and security of customer data.
Fraud Associate Representative
FIS
Remote
04.2019 - 09.2021
- Monitor financial transactions and customer accounts for unusual or suspicious activities that may indicate fraud.
- Handle inbound customer inquiries and concerns related to suspected or confirmed fraud on their accounts.
- Provide assistance, guidance, and information to customers to help resolve fraud-related issues. Maintain detailed and accurate records of fraud cases, investigations, and outcomes.
- Generate reports and documentation for auditing and reporting purposes.
CUSTOMER SERVICE REPRESENTATIVE
IQor
Remote
11.2016 - 04.2019
- Resolved customer inquiries through effective communication and problem-solving skills.
- Managed high-volume customer interactions using CRM software to track and document issues.
- Trained new staff on customer service protocols, enhancing team efficiency and knowledge retention.
- Streamlined support processes, improving response times and overall customer satisfaction ratings.
- Collaborated with cross-functional teams to address complex customer concerns effectively.
- Analyzed customer feedback to identify trends, driving improvements in service delivery methods.
Education
Online - Bsn
Nightingale College
Ogden, UTSkills
- Customer Service-Oriented
- Multitasking & Prioritizing
- Skilled Collaborator
- Database Search
- Time Management
- Documentation and Reporting
- Data Entry
- Transaction Processing
- De-escalation Techniques
- Customer Liaison
- Exceeding Customer Expectations
- Product Knowledge
- Technical Support
- Troubleshooting
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
Timeline
Customer Service Representative
GETIX HEALTH
09.2021 - 06.2025
Fraud Associate Representative
FIS
04.2019 - 09.2021
CUSTOMER SERVICE REPRESENTATIVE
IQor
11.2016 - 04.2019
Online - Bsn
Nightingale College