JeLisa Williams
Malone,FL
Summary
Versatile and compassionate customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
11
11
years of professional experience
Work History
Customer Care Representative
Teletch
08.2023 - Current
- Streamlined call response times for improved customer experience through effective communication techniques.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Contributed to the team's overall success, consistently achieving call center performance metrics and policy enrollment quota.
- Managed 15-30 per-hour phone calls with exceptional professionalism and efficiency with each call.
- Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
Patient Service Representative
Tallahassee Orthopedic & Sports Physical Therapy
12.2020 - 02.2022
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Reduced phone holding times by 20% due to implementing new multi-line phone system and promptly directing calls to appropriate personnel.
- Streamlined appointment scheduling for increased patient convenience and reduced wait times.
- Increased overall practice revenue by diligently collecting copayments and outstanding balances at the time of service.
- Reduced no-show rates by 10% through consistent appointment reminder calls, leading to improved clinic productivity.
Medical Receptionist
Chipola Medical Associates
03.2017 - 07.2018
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Reduced the number of weekly no-shows by implementing appointment reminder system through phone calls or text messages.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Supported practice growth by promoting available services through marketing materials displayed in the reception area or provided during phone conversations with prospective clients.
Seasonal Cashier
Wal-Mart Supercenter
02.2014 - 09.2014
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Exceeded productivity goals by 15% through consistent attention to detail and organization during busy shifts.
Cashier Manager/Cook
Hardee's Restaurant
11.2012 - 02.2014
- Reduced cash discrepancies by consistently monitoring cash registers and conducting periodic audits.
- Optimized store sales by effectively cross-selling promotional products during checkout procedures.
- Enhanced team productivity by delegating tasks and setting clear goals for cashier staff members.
- Promoted a safe working environment with thorough adherence to company policies and safety protocols.
- Established strong rapport with customers, fostering loyalty and repeat business through exceptional service.
Education
Associate of Science - Medical Administrative Assistant
Ultimate Medical Academy - Clearwater
Clearwater, FL06.2016
Skills
- Appointment Scheduling
- Payment Processing
- Customer Service
- Data Entry
- First Call resolution
- Problem Resolution
- CRM Software
- Customer Relations
- Inbound Customer Service
- Quality Control
- Regulatory Compliance
- Promotional support
- 45 wpm Typing Speed
Quote
Not everything that is faced can be changed, but nothing can be changed until it is faced.
James Baldwin
Timeline
Customer Care Representative
Teletch
08.2023 - Current
Patient Service Representative
Tallahassee Orthopedic & Sports Physical Therapy
12.2020 - 02.2022
Medical Receptionist
Chipola Medical Associates
03.2017 - 07.2018
Seasonal Cashier
Wal-Mart Supercenter
02.2014 - 09.2014
Cashier Manager/Cook
Hardee's Restaurant
11.2012 - 02.2014
Associate of Science - Medical Administrative Assistant
Ultimate Medical Academy - Clearwater