Gregory ''Bernard'' Willaims
Tampa,FL
Summary
With over 20 years of experience in customer service, sales, and team management, this professional has a proven track record of enhancing customer satisfaction and resolving complex issues. Expertise lies in CRM software, technical support, and claims processing. Known for a composed and dependable nature, strives to engage with customers in a dynamic customer service role. With a strong foundation in customer relations and team leadership, excels in conflict resolution, communication, and training team members to enhance performance. Adaptability, reliability, and consistently achieving targets through collaborative efforts are key strengths. Prepared to drive results and foster a positive environment in any dynamic setting.
Overview
17
17
years of professional experience
Work History
Customer Service Associate Team Leader
CoverageX
09.2024 - 03.2025
- Liaised between customers and service providers to arrange necessary repairs covered under warranties.
- Implemented procedural improvements based on feedback from team members and management, contributing to overall efficiency in the department.
- Improved customer satisfaction by resolving warranty claims efficiently and professionally.
- Reviewed product returns to determine validity of warranty claims, protecting company interests while ensuring fair treatment for customers.
- Managed high volume of incoming warranty inquiries, maintaining organization and efficiency.
- Handled escalated customer complaints regarding warranties, working towards mutually beneficial resolutions.
- Streamlined warranty claim processing, reducing turnaround time for customers.
- Processed warranty claims for timely reimbursements, resulting in increased customer loyalty.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
Senior Customer Support Specialist
Humana Healthcare
04.2023 - 07.2024
- Delivered personalized customer service by addressing policyholder inquiries, resolving coverage issues, and guiding them through the claims process
- Expertly managed and processed insurance claims, ensuring accuracy and adherence to policy guidelines
- Collaborated with healthcare providers and internal teams to expedite claim resolutions, reducing average processing time and enhancing overall customer experience
- Conducted regular performance reviews for team members, setting clear expectations and monitoring progress towards achieving goals.
- Enhanced customer satisfaction by resolving complex technical issues and providing exceptional support.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Multitasked to handle diverse customer needs in high-volume [Type] setting, prioritizing tasks to keep up with challenging deadlines.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Representative
MetroPCS Authorized Dealer
04.2021 - 05.2023
- Answered customer inquiries and provided accurate information regarding products and services
- Developed strong relationships with customers by providing personalized assistance and support
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Call Center Representative Supervisor
Amazon Web Services
07.2019 - 05.2021
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
Inner City Youth Outreach Coordinator
Tampa Bay Academy of Hope
07.2008 - 06.2019
- Developed educational materials tailored to specific age groups, ensuring appropriate content delivery during presentations.
- Championed peer-led initiatives empowering young people as leaders and agents of change in their communities.
- Conducted assessments of program effectiveness, utilizing feedback to make data-driven improvements.
- Managed program budgets effectively to maximize resources and support the sustainability of initiatives.
- Coordinated fundraising events to secure financial resources needed for successful program execution.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Developed culturally inclusive programs to foster a sense of belonging for diverse youth populations.
- Partnered with local businesses for sponsorship opportunities benefiting both parties involved.
- Organized community service projects for youth participants, fostering a sense of civic responsibility and teamwork skills development.
Sales Representative Supervisor
One Touch Direct
04.2015 - 06.2017
- Communicated performance targets and requirements to all necessary parties responsible for driving results within the assigned program
- Managed and motivated staff, trained and developed staff according to company policies, and ensured relevant Employee Relations procedures were followed
- Provided guidance and support to the sales team by responding to inquiries from customers and resolving any issues related to products or services
- Developed effective working relationships with team members across multiple departments
- Exceeded quarterly targets through consistent coaching and motivation of sales representatives.
- Conducted performance evaluations for each sales representative, providing constructive feedback for improvement.
- Boosted sales performance by implementing effective training programs for the sales team.
- Reduced employee turnover by fostering a positive work environment where teamwork was prioritized over individual success.
- Generated new leads by conducting market research and identifying potential growth opportunities.
- Composed and managed profitable contacts and broadened sales territories.
- Assisted in developing marketing materials that effectively communicated our products'' unique selling points to prospective customers.
Education
Bachelor of Science - Divinity
01.2009
Master of Theology - Theology
Doctorate of Divinity - Theology
01.2023
Diploma - Secondary Education
Eminence High School
01.2003
Skills
- Claims Management
- CRM Proficiency
- Client Support
- Effective Multitasking
- Regulatory Standards Expertise
- Analytical Problem Solving
- In-Depth Product Knowledge
- Sales Strategy Development
- Customer Technical Assistance
- Systematic Problem Solving
- Employee Training
- Effective Delegation
- Team Leadership
- Client Relationship Development
- Effective Team Collaboration
- Adaptability and flexibility
- Customer Support Experience
- Strong Technical Computer Knowledge
- Customer relations
- Appointment Coordination
- Team development
Accomplishments
- Enhanced Customer Satisfaction, Enhanced customer satisfaction at Humana Healthcare by addressing policyholder inquiries and resolving coverage issues, leading to an increase in customer satisfaction scores.
- Streamlined Claims Processing, Streamlined claims processing at Humana Healthcare by collaborating with healthcare providers and internal teams, reducing average processing time and enhancing overall customer experience.
- Developed Effective Youth Programs, Developed effective youth programs at Tampa Bay Academy of Hope by promoting physical, mental, and social development, demonstrating compassionate and engaging leadership.
Professional Associations
- New Life International Fellowship Of Churches, 03/01/24, Present
- Volunteer of America, 10/01/23, 05/31/24
- Metropolitan Ministries, 07/01/22, 09/30/23
Timeline
Customer Service Associate Team Leader
CoverageX
09.2024 - 03.2025
Senior Customer Support Specialist
Humana Healthcare
04.2023 - 07.2024
Customer Service Representative
MetroPCS Authorized Dealer
04.2021 - 05.2023
Call Center Representative Supervisor
Amazon Web Services
07.2019 - 05.2021
Sales Representative Supervisor
One Touch Direct
04.2015 - 06.2017
Inner City Youth Outreach Coordinator
Tampa Bay Academy of Hope
07.2008 - 06.2019
Master of Theology - Theology
Doctorate of Divinity - Theology
Diploma - Secondary Education
Eminence High School
Bachelor of Science - Divinity
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