Jonathan C. Williams
Olympia,USA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
11
11
years of professional experience
Work History
Provider Services Representative
Molina Healthcare
Olympia, WA
05.2025 - 02.2026
- Received inbound calls using a multi line phone system.
- Handled on average between 55 and 70 calls a day.
- Troubleshoot the activation of a new or replacement mobile device.
- Answer any general account questions regarding products and services
- Listened effectively and verbally summarized each customers concern.
- Acknowledged if a caller was irate and I would de-escalate using learned empathy and soft skills while providing options for resolution.
- Displayed the ability to remain calm in both tense and fast paced situations.
- Collaborated with managers on refunds that required higher level approval.
- Provide a first call resolution whenever possible.
- I would always be professional and courteous on every interaction.
- Consistently achieved a 93% or higher quality service metric goals.
- Ranked in the top 10% of the sales team.
- Www.xerox.com
- Implemented process improvements that streamlined operations and enhanced provider satisfaction levels.
- Facilitated communication between healthcare providers and Molina Healthcare teams to enhance service delivery.
- Analyzed provider feedback to identify trends and inform strategic initiatives for service enhancements.
- Resolved provider inquiries efficiently, ensuring timely access to necessary resources and information.
- Monitored compliance with regulatory requirements, ensuring adherence to company policies and standards.
- Coordinated with internal departments on behalf of providers to ensure timely payment resolution for claims disputes or other financial matters.
- Enhanced customer satisfaction by efficiently resolving provider inquiries and concerns.
- Acted as a liaison between providers and company leadership, effectively communicating concerns and feedback to facilitate continuous improvement initiatives.
- Increased efficiency by accurately entering provider data into company systems and databases.
Remote Customer Support Specialist - ODHS OHA Support Staff
Total Med
Olympia, WA
03.2023 - 03.2024
- Operated a multi-line phone system to receive and direct inbound calls promptly.
- Oversaw daily call operations, handling between 55 and 70 calls to maintain high levels of customer satisfaction.
- Analyzed activation processes and provided solutions for new and replacement mobile device setups.
- Clarified product and service details in response to general account questions, ensuring customer satisfaction.
- Analyzed customer feedback by listening attentively and delivering clear verbal summaries of individual concerns.
- Assessed caller emotions and implemented effective de-escalation techniques, offering tailored solutions to resolve issues.
- Exhibited ability to stay collected and focused during challenging and rapidly changing scenarios.
- Coordinated with managers to ensure timely processing of refunds necessitating elevated authorization.
- Analyzed customer inquiries to achieve first call resolution, minimizing follow-up interactions.
- Fostered positive relationships through consistent professionalism and courteous behavior in all interactions.
- Achieved a 93% or higher quality service metric, ensuring superior service delivery.
- Demonstrated outstanding sales capabilities, earning a ranking within the top 10% of the sales team.
- Achieved timely project delivery by effectively managing team dynamics and resource utilization. Drove project success through proactive problem-solving and strategic planning. Enhanced overall project quality by implementing best practices in team collaboration.
- Developed and integrated process improvements, focusing on operational efficiency and provider satisfaction enhancement.
- Streamlined communication channels between healthcare providers and Molina Healthcare teams to enhance overall service efficiency.
- Conducted analysis of provider feedback to highlight trends and guide strategic initiatives aimed at enhancing service quality.
- Streamlined inquiry resolution process for providers, guaranteeing swift access to critical information and resources.
- Evaluated adherence to regulatory standards, reinforcing company policies and promoting a culture of compliance.
- Engaged with various internal departments to address claims disputes and financial concerns, ensuring timely payment outcomes for providers.
- Streamlined inquiry resolution processes to improve provider satisfaction and address concerns promptly.
- Coordinated discussions between providers and leadership, ensuring effective communication of concerns to enhance operational processes.
- Facilitated improved workflow by ensuring accurate and timely input of provider data into company systems.
- Resolved customer inquiries through multiple communication channels, enhancing satisfaction and loyalty.
- Collaborated with cross-functional teams to streamline support processes and improve service delivery.
- Managed escalated support cases, ensuring timely resolution and maintaining high service standards.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
Remote Customer Service Representative
Amazon
Seattle, WA
11.2018 - 01.2023
- Received both inbound calls & inbound chats simultaneously.
- Handled on average between 50 to 75 calls and 20 to 30 chats a day.
- Demonstrate basic keyboarding skills by typing 40 wpm.
- Experience with Salesforce CRM system for tracking customer interactions and data analysis.
- Experience with using dual computer screens and windows-based programs.
- Listened effectively and verbally summarized each customers concern.
- Gathered information while reviewing the customers account and analyzed any patterns or behaviors in the shopping history before providing options.
- Acknowledged if a caller was irate and I would de-escalate using learned empathy and soft skills while providing options for resolution.
- Displayed the ability to remain calm in both tense and fast paced situations.
- Provide the customer the option of generating refunds back to their original payment method or sending them a new replacement order.
- Resolve disputes and create escalation tickets for products sold by third party vendors.
- Provide a first call resolution whenever possible.
- I would always be professional and courteous on every interaction.
- Consistently performed at a 90% or higher quality service metric rate.
- Www.Amazon.com
- Facilitated communication between healthcare providers and Molina Healthcare teams to enhance service delivery.
Customer Account Specialist
Xerox
Federal Way, WA
05.2015 - 10.2018
- Received inbound calls using a multi line phone system.
- Handled on average between 55 and 70 calls a day.
- Troubleshoot the activation of a new or replacement mobile device.
- Answer any general account questions regarding products and services
- Listened effectively and verbally summarized each customers concern.
- Acknowledged if a caller was irate and I would de-escalate using learned empathy and soft skills while providing options for resolution.
- Displayed the ability to remain calm in both tense and fast paced situations.
- Collaborated with managers on refunds that required higher level approval.
- Provide a first call resolution whenever possible.
- I would always be professional and courteous on every interaction.
- Consistently achieved a 93% or higher quality service metric goals.
- Ranked in the top 10% of the sales team.
- Www.xerox.com
- Implemented process improvements that streamlined operations and enhanced provider satisfaction levels.
Education
High School Diploma -
Woodstock Job Corps
Randallstown, MD06.1997
Skills
Executed customer persuasion strategies to enhance sales effectiveness
Assisted teams in utilizing Slack for effective communication and collaboration Supported project coordination through timely updates and information sharing Facilitated discussions to enhance team engagement and productivity
Assisted in managing Citrix systems to support user access and application performance Provided technical support to resolve issues related to Citrix environments Collaborated with team members to maintain system updates and security protocols
Assisted teams in utilizing Salesforce CRM system for effective customer relationship management Supported data entry and maintenance to ensure accurate customer information Helped colleagues navigate system features to enhance productivity
Demonstrated exceptional communication skills to facilitate effective collaboration
Assisted users in creating documents using Microsoft Word Supported team members in formatting and editing text Helped troubleshoot common issues with software functionality
Assisted teams in utilizing Microsoft Teams for effective communication and collaboration Supported project coordination through organized channels and meetings Facilitated training sessions to enhance team proficiency with Microsoft Teams features
Assisted in data entry and analysis using Microsoft Excel Supported team members in creating spreadsheets for project tracking Helped maintain organized records for efficient data retrieval
Utilized Microsoft Outlook to manage daily communications and schedule meetings effectively Supported team members by organizing shared calendars and coordinating appointments Assisted in maintaining organized email correspondence for improved workflow
Timeline
Provider Services Representative
Molina Healthcare
05.2025 - 02.2026
Remote Customer Support Specialist - ODHS OHA Support Staff
Total Med
03.2023 - 03.2024
Remote Customer Service Representative
Amazon
11.2018 - 01.2023
Customer Account Specialist
Xerox
05.2015 - 10.2018
High School Diploma -
Woodstock Job Corps