Fatima Williams

Worked to provide quality customer service to assist claimants with unemployment benefits. My duties included verifying claimants’ identity and personal information, recording action taken on claims, and assessing claims issues to determine appropriate action

• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
• Managed over 50 customer calls per day with positive attitude and focus on customer satisfaction
• Documented and detailed calls and complaints using call center's CRM database

Managed a daily influx of 80+ calls/chats for Apple Card consumers, diagnosing technical issues and overseeing customer service operations. Provided strategic guidance for risk management, fraud detection, product support, issue escalation, and technical assistance.

• Monitored employees' productivity, accuracy and adherence to defined processes by using dashboards and other reporting tools to enable proactive action on delays compromising customer care
• Assisted team members in resolving customer satisfaction issues

Aided Florida residents during the pandemic through the process of unemployment, housing, and medical benefit applications, ensuring precise submissions. Oversaw a daily influx of 75-100 inbound calls, chats, and emails, delivering exceptional customer service and prompt query resolution. Demonstrated proficiency in case management, updating enrollment statuses, and collecting vital documentation.

• Maintained 95% accuracy rate in benefit application submissions, ensuring minimal errors and facilitating swift processing
• Achieved client satisfaction score of 90% or above through post-service surveys or feedback mechanisms, indicating high levels of client contentment

Enrolled individuals into Medicare, providing adept guidance through complex paperwork and coverage options. Cultivated trust with clients and insurance agencies, ensuring smooth enrollment for over 10 seniors per day. Established empathetic connections via calls, addressing health and financial concerns for personalized outreach.

• Attained consistent high-quality assurance ratings, achieving 95% or above rating in accuracy and compliance with Medicare regulations
• Secured 70% response rate from outbound outreach campaigns, effectively engaging potential enrollees and addressing their Medicare needs