DWAN WILLIAMS-STEWART

• Handle supervisor calls
• Assist with escalated issues
• Assist with training needs for team and new hires
• Assist with QA monitoring of calls and side by side coaching
• Develops and maintains positive customer relations and coordinates with functions within the company to ensure customer requests are handled and resolved appropriate and in a timely manner.
• Interacts with internal and external customers (could include subscribers, providers, group or benefit administrators, physician offices, third party representatives, and other Blue Cross Plans) to provide claims, customer service, and/or membership support.
• Completes necessary research to provide proactive, thorough solutions.
• Displays ownership of service requests ensuring high quality resolution and follow-thru.
• Supports and guides the customer with their personal options and decisions and helps the customer become knowledgeable and confident about using technology, tools and resources available to them.

• Helped large volume of members and providers every day with positive attitude and focus on first call resolution .
• Educated members and providers on benefits and claims
• Assisting in support chat as well monitor calls via Verint with supervisor to assist with call trends and accuracy

.

• Provide clerical support to school campus administrative staff (includes principals, assistant principals, etc.)
• Assist with answering calls , problem solving and directing
• Maintain campus payroll including: transmittals, substitute cards, overtime, extended leave time forms, vacation leave, absence records and paycheck distribution
• Monitor, update, and maintain appropriate records and documents relating to school budget including activity funds, ledger, inventory supplies, and repairs and budget reconciliations
• Maintain confidentiality regarding staff and school related issues
• Communicate with other building administrators and staff per principal directive
• Resolve most questions and problems, and refer the most complex issues to higher levels

• Worked with 2 relationship managers and 2 directors, responsible for portfolio consisting of 50 or more merchants
• Increased sales in opening new accounts and upgrading existing service
• Quickly and effectively solve customer challenges
• Established and maintained quality control/satisfactory products and service, constantly seeking new ways to improve customer service