Jennifer Williams
San Antonio,TX
Summary
Experienced professional seeking full-time employment with an employer that values and appreciates a job well done, while also being responsive to an employee who takes pride in their work. Possessing excellent customer service skills, thrives in collaborative environments and has honed interpersonal skills through overcoming various challenges. Highly adaptable to new concepts and responsibilities. Background in delivering top-notch customer support across multiple channels, leverages strong problem-solving abilities to efficiently address and resolve customer inquiries. Track record showcases exceptional communication skills and the ability to maintain positive customer relationships.
Overview
13
13
years of professional experience
Work History
Customer Support Specialist
Citi
08.2022 - Current
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
Data Entry Administrator
Amerit Fleet Solutions, LLC
01.2022 - 04.2024
- Create and maintain Department of Transportation (DOT) Driver Qualification Files (DQFs) for AT&T Global Fleet Operations commercial motor vehicle drivers across all 50 states as required by the Federal Motor Carrier Safety Administration (FMCSA) regulations for DOT compliance
- Approve or reject (redline) all documents required for DOT DQFs and ensure that any unqualified CMV and CDL operators are removed from driving regulated vehicles for AT&T
- Daily duties include: Contacting or responding to directors, area managers, supervisors, and drivers via phone, messenger, or email to resolve general and specific DOT compliance questions
- Researching detailed system logs and quickly analyzing data from multiple sources to effectively explain to supervisors any unqualified driver issues
- Requesting and processing Motor Vehicle Reports to verify drivers licenses and Commercial Drivers Licenses are valid, any violations have been reported for the annual review of driving record, CDL Self-Certification of Medical Cards are not expired, etc
- Ordering DOT physicals and pre-employment drug-screen authorizations for drivers as needed to maintain compliance
- Performing pre-employment, full, and limited annual queries of the FMCSA Drug and Alcohol Clearinghouse as required by the FMCSA for CDL operator driver files
- Ensure that all Sensitive Personal Information included in driver files such as the Social Security Number, Driver's License Number, and Date of Birth remains confidential
Customer Service Representative
Cano Health
05.2021 - 02.2022
- Answer incoming customer/patient phone calls
- Making and confirming patient medical and transportation appointments
- Maintain customer/patient satisfaction ratings based on explicit criteria set forth by the company
- Make a minimum of 80 calls or more between inbound and outbound calls
- Must maintain an Occupancy rate of 85% or greater
- Must adherence to the department's scheduled adherence policy
- Must obtain a minimum of 90% in Quality Assurance Observation
- Responsible for order entry into the computer system
- Refers requests for emergency care and urgent care or medical advice to the appropriate staff member
- Attend all mandatory training sessions to stay updated on product or company policy changes
- Use company policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input
- Input data into the company computer platform to keep each customer record updated
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
Customer Care Associate
CVS Caremark/Aetna
10.2017 - 05.2021
- PC skills in Windows-based applications
- Advanced verbal/written communication skills
- Team-oriented, customer service focused and able to identify process improvements
- Responsive, reliable and able to express assurance/confidence
- Ability to express empathy and professionalism
- Ability to understand the audience you are writing to Analytical problem-solving skills
- Demonstrate strong research skills with the ability to evaluate, focus on the problem and find the resolution
- Understand the importance of timely work and effective planning
- The clear understanding of CVS/Caremark values and importance of customer satisfaction
- Prioritizing and organizing workload in adherence to deadlines
- Desire and aptitude to assist a customer with escalated concerns and provide final resolutions
- Ability to respond to escalated concerns in a calm and professional manner in attempts to prevent further escalations
- Ability to multi-task with strong time management skills
Medical Records/Support Specialist III
The Center for Healthcare Services
06.2017 - 10.2017
- Creates, assembles, pulls, refiles and maintains client charts
- Maintain the Unit's New Generation Medication caseload
- Performs focused reviews of charts, ensuring assigned charts are uniform, orderly, complete, and accessible to authorized individuals
- Compiles reports
- Assists customers with information inquiries
- Process release of information requests in accordance with HIPAA and Center guidelines
- Serves as backup for other Business Support Services positions
- Other duties as assigned
Patient Services Representative
Gonzaba Medical Group
04.2015 - 06.2017
- Answers telephone line promptly in a courteous, professional, and mature manner
- Represents a positive image of GMG, providing exemplary customer service
- Strives to responds to patient service requests and satisfy the caller
- First call resolution is the goal: 'Take Care of it, don't just take a message'
- Verifies that patient's contact information is up to date and accurate; makes appropriate changes in Centricity
- Schedules, re-schedules, cancels appointments for patients and documents accordingly in patient electronic medical record (EMR)
- Schedules transportation for patient requesting transportation to appointments
- Schedules Interpreters for impaired patients
- Assists patients with refill requests according to GMG Protocol
- Demonstrates knowledge of Insurances, Open panels for Providers, Specifics of Providers, Managed Care, and other GMG protocols by correctly advising callers
- Takes messages when appropriate and forwards to provider and/or staff
- Accurately documents calls and action taken in EMR
- Performs appointment reminder calls for assigned providers one day prior to appointments and document accordingly in patients chart, also sends report to provider to report reminder calls made
- Exercise tact and courtesy when assisting with patients, visitors, physicians and coworkers
- Maintains strictest member and company confidentiality
- Ensures member health information is secured each day
- Follows HIPPA rules / guidelines
- Able to work efficiently under pressure
Benefits advocate
United Healthcare
06.2012 - 04.2015
- Reach out to providers on behalf of our customers
- This means end-to-end relationships within the health care communityfrom our customers to the providers they've chosen for health care
- Have information at their fingertips to resolve the most complex health care related concernsfrom provider communication to accessing pharmaceutical vendor sites
- We continuously raise the bar on service based on national surveys and analyzing our place within the market
Education
High School -
Southwest High School
San Antonio, Texas01.1998
Skills
- Effective Problem Resolution
- Proficient Conflict Resolution
- CRM Software Expertise
- CRM Platform Proficiency
- Complaint handling
- Customer relationship management (CRM)
- Problem-solving
Timeline
Customer Support Specialist
Citi
08.2022 - Current
Data Entry Administrator
Amerit Fleet Solutions, LLC
01.2022 - 04.2024
Customer Service Representative
Cano Health
05.2021 - 02.2022
Customer Care Associate
CVS Caremark/Aetna
10.2017 - 05.2021
Medical Records/Support Specialist III
The Center for Healthcare Services
06.2017 - 10.2017
Patient Services Representative
Gonzaba Medical Group
04.2015 - 06.2017
Benefits advocate
United Healthcare
06.2012 - 04.2015
High School -
Southwest High School
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