Amiyah Williams
Columbus,MS
Summary
Dynamic Customer Service Representative with 6 years of experience delivering exceptional service and exceeding performance metrics in fast-paced environments. Proven expertise in conflict resolution, CRM software proficiency, and enhancing customer satisfaction across various communication channels.
Overview
8
8
years of professional experience
Work History
Customer service Representative
Conduent
Remote
10.2023 - Current
- Managed high-volume inbound calls, emails, and chat communications, ensuring timely and accurate responses to customer needs.
- Utilized company resources and databases to provide accurate information and solutions to customers, contributing to a 20% increase in first-call resolution rates.
- Collaborated with team members and other departments to streamline processes and improve service delivery, resulting in a 15% reduction in average handling time.
- Documented customer interactions and transactions in CRM systems, maintaining accurate records and facilitating effective follow-up actions.
- Achieved and consistently exceeded performance metrics, including customer satisfaction scores, call quality, and productivity targets.
Customer Service Representative
Alorica
Remote
04.2020 - 10.2023
- Managed and processed customer orders, returns, and exchanges efficiently, maintaining a high level of accuracy and attention to detail.
- Utilized company systems and software to document customer interactions, track issues, and update customer accounts.
- Collaborated with team members and supervisors to identify and implement process improvements, enhancing overall service delivery.
- Achieved and consistently exceeded performance metrics, including call handling time, customer satisfaction scores, and resolution rates.
- Participated in ongoing training and development programs to stay updated on product knowledge and customer service best practices.
Healthcare Representative
Concentrix
Remote
08.2017 - 04.2020
- Managed and processed healthcare claims, ensuring accuracy and compliance with company and industry standards.
- Collaborated with healthcare providers and insurance companies to facilitate smooth communication and resolve discrepancies in patient records.
- Educated clients on healthcare policies, procedures, and benefits, enhancing their understanding and optimizing their experience.
- Maintained detailed records of client interactions and transactions, ensuring data integrity and confidentiality in compliance with HIPAA regulations.
Education
Early Childhood Education
East Mississippi Community College
High School Diploma - undefined
Columbus High School
05.2024
Skills
- Active Listening
- Time Management
- Conflict Resolution
- Multitasking
- CRM Software Proficiency
- Product Knowledge
- Attention to Detail
- HIPPA Compliance
- Oral and Written Communication
- Typing 60 WPM
- Navigational Skills
- Livechat Support
- Problem-Solving
- Customer Service
- Training and Development
- Insurance Verification
- Microsoft Office Suite
- Claims
- Inbound and Outbound Calling
- Account updating
- Scheduling
- Complaint resolution
- Quality assurance controls
- Document control
- Member account management
- Product sales
- High-energy attitude
- Adaptability and flexibility
- Call escalation
- Promotional support
Languages
English
Full Professional
Timeline
Customer service Representative
Conduent
10.2023 - Current
Customer Service Representative
Alorica
04.2020 - 10.2023
Healthcare Representative
Concentrix
08.2017 - 04.2020
Early Childhood Education
East Mississippi Community College
High School Diploma - undefined
Columbus High School