Jayme Williams
Greensboro,North Carolina
Summary
Successful Client Service Representative with over 25 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
10
10
years of professional experience
Work History
Client Service Advocate
Aetna, A CVS Health
03.2022 - Current
- Communicated with clients regarding account services, statements, and balances.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Developed and updated databases to handle customer data.
- Developed and implemented customer service policies and procedures to apply best practices and establish quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Educated clients on product features, benefits, and usage guidelines; empowering them to make informed decisions.
- Managed a high volume of inbound calls while maintaining professionalism and efficiency under pressure.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Coordinated with internal departments to resolve complex issues swiftly, maintaining client satisfaction levels.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Contributed to team success by sharing knowledge and offering suggestions for process improvements.
- Exhibited high energy and professionalism when dealing with clients and staff.
Administrative Office Assistant
Saf-Gard Safety Shoes
04.2021 - 03.2022
- Provided journal entries and performed accounting on accrual basis.
- Compiled general ledger entries on short schedule with 100% accuracy.
- Maintained healthy business relationships through proactive communication with clients regarding outstanding balances and payment terms.
- Supported company growth by ensuring timely revenue recognition and accurate financial data entry.
- Tracked funds, prepared deposits and reconciled accounts.
- Contributed to a positive working environment within the finance team through consistent collaboration, open communication, and adherence to deadlines.
- Performed administrative tasks such as recordkeeping, writing correspondence and gathering materials.
- Followed prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Created daily and weekly cash reports for accounting management.
- Maintained accurate records of customer accounts, payments and payment plans.
Healthcare Advocate
UnitedHealthcare
08.2014 - 04.2021
- Facilitated seamless transitions between care settings by coordinating necessary resources and support services.
- Engaged with patients to provide critical information.
- Followed document protocols to safeguard confidentiality of patient records.
- Improved patient satisfaction by actively listening to concerns and addressing their needs promptly.
- Enhanced healthcare service quality by collaborating with medical professionals and providing accurate patient information.
- Assisted with regulatory issues such as compliance.
- Verified patient insurance eligibility and entered patient information into system.
- Reduced hospital readmission rates with thorough follow-up care coordination and patient education.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Implemented effective time management strategies within the team, allowing a higher volume of processed claims without sacrificing quality.
- Followed up with customers on unresolved issues.
- Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
- Provided advice to customers regarding claims, rights and insurance processes to prevent disputes.
- Posted payments to accounts and maintained records.
- Improved customer satisfaction by efficiently addressing inquiries and resolving disputes.
- Processed and recorded new policies and claims.
Education
High School Diploma -
Toms River South High School
Toms River, NJNo Degree - Accounting And Business Management
Guilford Technical Community College
Jamestown, NC01.2015
Associate of Applied Science - Business Administration
Ocean County College
Toms River, NJ1997
Skills
- Customer Account Management
- MS Office
- Client Support
- Billing Adjustments and Refunds
- Calm and Professional Under Pressure
- Account Management
- Policies and Procedures Adherence
- Microsoft Office
- Sales Transactions
- Conflict Mediation
- Data Entry
- Account updating
- Computer Skills
- LiveChat Messaging
- Customer Data Confidentiality
- Exceptional communication
- Administrative and Office Support
- Money handling abilities
- Professional telephone demeanor
- System Documentation
- Complaint Handling
- De-Escalation Techniques
- Follow-up skills
- Issue and Complaint Resolution
- Teamwork and Collaboration
- Meeting deadlines
- Office equipment proficiency
- Customer Service
- Outbound Calling
Timeline
Client Service Advocate
Aetna, A CVS Health
03.2022 - Current
Administrative Office Assistant
Saf-Gard Safety Shoes
04.2021 - 03.2022
Healthcare Advocate
UnitedHealthcare
08.2014 - 04.2021
High School Diploma -
Toms River South High School
No Degree - Accounting And Business Management
Guilford Technical Community College
Associate of Applied Science - Business Administration
Ocean County College
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