Jyretta Williams
Summary
Experienced healthcare operations, training, and customer service professional with over five years of experience supporting Medicare Prescription Drug Plan members and developing high-performing teams. Progressed from Customer Service Representative to Account Supervisor and Trainer at Teleperformance USA, demonstrating strong leadership, coaching, and employee development skills. Proven ability to deliver training programs, improve performance, ensure compliance, and support operational excellence in fast-paced call center environments.
Overview
7
7
years of professional experience
Work History
Trainer
Teleperformance USA / WellCare PDP
06.2025 - Current
- Facilitated onboarding and training programs for new and existing employees in a healthcare call center environment.
- Delivered instructor-led training, coaching, and development sessions to improve employee performance and compliance.
- Collaborated with leadership teams to identify knowledge gaps and implement training solutions.
- Supported employee readiness through nesting, skill-building activities, and performance monitoring.
- Reinforced customer service standards, Medicare guidelines, and operational procedures.
- Assisted in developing high-performing employees through continuous coaching and mentorship.
Account Supervisor
Teleperformance USA / WellCare PDP
09.2024 - 06.2025
- Led and developed a team of customer service representatives supporting Medicare Prescription Drug Plan members.
- Conducted performance coaching, quality reviews, and development planning to improve employee performance.
- Managed escalated member concerns and ensured timely resolution of complex issues.
- Monitored key performance indicators, including quality, productivity, attendance, and customer satisfaction.
- Partnered with leadership to implement performance improvement strategies and operational initiatives.
- Ensured compliance with company policies, client requirements, and healthcare regulations.
- Coordinated communication between clients and internal teams for project alignment.
- Analyzed account performance data to identify improvement opportunities.
Customer Service Representative
Teleperformance USA / WellCare PDP
09.2023 - 09.2024
- Assisted Medicare members with enrollment, eligibility, billing, pharmacy, and benefit-related inquiries.
- Resolved complex member concerns while maintaining compliance and documentation standards.
- Provided exceptional customer service in a high-volume healthcare environment.
- Educated members on healthcare benefits, coverage options, and available resources.
- Maintained accurate account documentation and ensured regulatory compliance.
- Consistently met quality, productivity, and customer satisfaction expectations.
- Assisted customers with inquiries regarding health plan benefits and services.
- Educated members on enrollment procedures and plan options available to them.
Customer Service Agent
DTE Energy
Detroit
01.2022 - 09.2023
- Work with customers to determine requirements and handle complaints
- Entered customer information into a customized computer system using [Software] to document and organize client records.
- Dealing with customer complaints over the phone, via email, mail, or social media
Sales Representative
The UPS Store
Mobile
01.2021 - 12.2021
- Developed an understanding of customer needs, providing shipping recommendations resulting in customer satisfaction
- Handled customer checkout processes in the Point of system
Sales Representative
Aramark
06.2019 - 05.2020
- Resolved client issues and complaints within 3 days, ensuring high customer satisfaction
- Estimated contracts and presented add-on services to potential clients, enhancing sales opportunities
- Delivered exceptional customer service by addressing client needs promptly and effectively.
Education
High School -
Murphy High School
Mobile, ALSkills
- Training Delivery
- Instructional Design
- Employee Training
- Coaching & Mentoring
- Team Development
- Employee Development
- Learning Management
- Performance Management
- Workforce Management
- Quality Assurance
- Compliance
- Process Improvement
- Problem Solving
- Escalation Resolution
- Medicare Support
- Leadership
- Communication Skills
- Conflict Resolution
Timeline
Trainer
Teleperformance USA / WellCare PDP
06.2025 - Current
Account Supervisor
Teleperformance USA / WellCare PDP
09.2024 - 06.2025
Customer Service Representative
Teleperformance USA / WellCare PDP
09.2023 - 09.2024
Customer Service Agent
DTE Energy
01.2022 - 09.2023
Sales Representative
The UPS Store
01.2021 - 12.2021
Sales Representative
Aramark
06.2019 - 05.2020
High School -
Murphy High School