Johwani Williams
Sun City Center,FL
Summary
Dedicated customer service representative with over 22 years of experience who provides exceptional service through active listening and problem solving, expertise in high call volume environments, and unique computer aptitude and telephone etiquette.
Overview
20
20
years of professional experience
Work History
Senior Representative /Claims Representative
Marpai Health Formally (Continental Benefits)
05.2017 - 04.2023
- Conducted investigations into complicated mid- and high-exposure claims.
- Answer inbound calls from healthcare providers and members regarding benefits, claims authorization, and eligibility.
- Verified client information by analyzing existing evidence on file.
- Maintained confidentiality of patient finances, records, and health statuses.
- Notified patients of policy cancellations and changes.
- Effectively deescalated provider and member complaints
Provider Customer Service Representative
United Health Group
10.2016 - 05.2017
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Answered a constant flow of calls of up to 150 a day.
- Addressed and resolved claim disputes and payments.
Customer Service Representative
HealthPlan Services
10.2014 - 07.2016
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered a constant flow of customer calls with minimal wait times.
- Offered customer advice and assistance, paying attention to special needs or wants.
- mastery of customer service management systems and databases
Customer Service
Capital One
02.2012 - 08.2014
- Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for essential details.
- Answered a constant flow of customer calls with up to 900 calls in queue per minute.
- Gathered and verified all required customer information for tracking purposes.
- Resolved service pricing and technical problems for customers by asking clear and specific questions.
- Managed calls effectively in a complex, fast-paced, and challenging call center environment.
Senior Customer Service Representative/Collections Representative
Spectrum Formally (Bright House Networks )
06.2008 - 06.2012
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Recommended products to customers, thoroughly explaining details.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Handled over 70 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
Collections Floor Supervisor
NCO Financial
05.2003 - 04.2008
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Reduced employee turnover with hands-on leadership and coaching.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Met with management to discuss work plans and develop enhancements and strategies to achieve operational objectives.
Education
High School Diploma -
Blake High School
Tampa, FL06.2001
Skills
- Legal Guidelines Knowledge
- Reserve Planning Knowledge
- Policy Knowledge
- Customer Care
- Insurance Policy Coverage Knowledge
- Payment Method
- Problem Resolution
- Customer Needs Assessments
- Selling Skills
- Health Insurance Industry Knowledge
Accomplishments
Make it easy calls award 2016
Timeline
Senior Representative /Claims Representative
Marpai Health Formally (Continental Benefits)
05.2017 - 04.2023
Provider Customer Service Representative
United Health Group
10.2016 - 05.2017
Customer Service Representative
HealthPlan Services
10.2014 - 07.2016
Customer Service
Capital One
02.2012 - 08.2014
Senior Customer Service Representative/Collections Representative
Spectrum Formally (Bright House Networks )
06.2008 - 06.2012
Collections Floor Supervisor
NCO Financial
05.2003 - 04.2008
High School Diploma -
Blake High School
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