Summary
Overview
Work History
Education
Skills
Timeline
Generic

Enjoli Williams

Sacramento,CA

Summary

Attentive Support Specialist with experience in Social Services, Child Support, Customer Care and Healthcare, who utilizes researched references to provide community resources. A compassionate Specialist with a focus on advocacy aiding underrepresented communities who's seeking professional growth and further opportunities.

Overview

4
4
years of professional experience

Work History

Member Service Representative

Fortuna BMC
Sacramento, CA
12.2023 - Current
  • Serve as the primary contact for members, providers and others for questions related to claims, benefits, authorizations, pharmacy, member eligibility and other questions, inquires and concerns.
  • Meets performance goals and quality standards based on established contact center metrics in the areas of compliance, efficiency, call quality, member satisfaction, first call resolution, punctuality, and attendance.
  • De-escalate situations involving dissatisfied customers, offering patient assistance and support.
  • Accurately document all contacts per department standards/guidelines in the Customer Relationship Management (CRM)
  • Assists customers with inquiries, issues, complaints via telephone, email and chat in a timely manner.

Case Specialist I

Alameda County DCSS
Pleasanton, CA
04.2022 - 06.2023
  • Documented updates regarding case information including customer demographics, case actions, history logs and records.
  • Remained current to quality standards, regulations, all other policies to ensure quality, consistency, as well as compliance.
  • Prepared various letters, emails, memos, documents to obtain or verify information related to processing of child support cases.
  • Used methods and procedures to locate absent parents, to obtain information on participant assets, income, and liabilities; including contacting other agencies to seek information, using web-based searches, government records and databases.

Member Service Representative

Health Net
Sacramento, CA
09.2021 - 03.2022
  • Documented members/providers information and communications for quality performance tracking through Customer Relationship Management (CRM) tool.
  • Maintained performance and quality standards based on established call center metrics including turn-around times.
  • Identified any trends related to incoming or outgoing calls that may provide policy or process improvements to support excellent customer service, quality improvement and call reduction.
  • Provided customer service in high pace contact center environment via phone, live chats and emails.

Retirement Support Specialist

ACERA
Oakland, CA
01.2020 - 08.2021
  • Greeted each caller, visitor to ACERA’s offices; assessed retirement information needs, provided members with appropriate information; made referrals, explained rules along with regulations.
  • Managed multiple phone lines also coordinated with ACERA customer service personnel to ensure adequate phone in addition to reception desk coverage.
  • Scheduled appointments, composed correspondence, directed phone calls routed through call center, managed incoming/outgoing mail, provided outstanding customer service.

Education

Medical Assisting

Bryman College
Hayward, CA
08.2003

Skills

  • CRM
  • Time management
  • Problem-Solving
  • Computer Literacy
  • Project Management Tools
  • Strong Communication
  • Customer service
  • Technical proficiency
  • Attention to detail

Timeline

Member Service Representative

Fortuna BMC
12.2023 - Current

Case Specialist I

Alameda County DCSS
04.2022 - 06.2023

Member Service Representative

Health Net
09.2021 - 03.2022

Retirement Support Specialist

ACERA
01.2020 - 08.2021

Medical Assisting

Bryman College
Enjoli Williams