SHANIQUA WILLIAMS
Tampa,FL
Summary
Seasoned Virtual Customer Service Representative with 5 years of experience in remote support roles. Skilled in managing chats, calls, and email inquiries; adept at processing orders and financial data entry. Proven ability to resolve complex issues, ensuring customer satisfaction and loyalty. Seeking to continue providing exceptional virtual customer service.
Overview
8
8
years of professional experience
Work History
Tier 1 Advisor
VetSource(Remote)
Tampa, FL
2023.10 - Current
- Guided pet owners through online ordering and shipping support.
- Handled billing inquiries for veterinary medication orders and payments, providing clear and accurate information to customers.
- Resolved pet pharmacy calls regarding veterinary prescriptions and refills, ensuring timely support for pet owners.
- Escalated complex customer cases to specialized teams for resolution. to specialized teams with clear issue summaries.
- Managed high-volume customer emails and chats through shared inbox and ticketing system, facilitating effective communication and issue resolution.
Healthcare Customer Service Representative
KG Call Center
Tampa, FL
2022.12 - 2023.10
- Conducted phone interviews with clients to assess eligibility for Marketplace, Medicaid, or Medicare insurance.
- Handled high-volume inbound and outbound calls to resolve customer inquiries and process claims.
- Completed over the phone interview with clients to determine eligibility for Marketplace, Medicaid or Medicare insurance.
- Addressed customer inquiries, complaints, and requests for information about insurance policies.
- Modified and updated existing policies and claims to reflect a change in beneficiary, amount of coverage or type of insurance.
Live Chat Agent
Alorica ( Remote )
Tampa, Florida
2018.08 - 2022.12
- Assisted customers in selecting products, placing orders, and processing payments to enhance the shopping experience.
- Managed multiple conversations simultaneously while providing superior customer service.
- Resolved service or billing complaints by adjusting bills and processing refunds, ensuring customer satisfaction.
- Engaged customers via chat to understand needs, resolve issues, and provide product information, fostering positive interactions.
Education
High School Diploma -
Chamberlain High School
Tampa, FLSkills
- Prescription processing
- Billing And Collecting
- Live Chat
- Ticketing software
- Virtual Support Tools
- Customer Service-Oriented
- Problem Solving
- Conflict Resolution
- Active Listening
- Detail Orientation
- Time Management
- Multitasking
- Adaptability
- Rapport Building
- Verbal communication
Timeline
Tier 1 Advisor
VetSource(Remote)
2023.10 - Current
Healthcare Customer Service Representative
KG Call Center
2022.12 - 2023.10
Live Chat Agent
Alorica ( Remote )
2018.08 - 2022.12
High School Diploma -
Chamberlain High School