Kanisha Williams
Como,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
14
14
years of professional experience
Work History
Medical Records Bookmarker
Salem Solutions
Clarksville, US
07.2023 - 02.2024
- Facilitating providers' review of the veteran's medical records by providing the pertinent information that is being requested.
- Go through an entire medical record and determine what is pertinent to the case using the tools at your disposal and best judgment.
- We also rush through any cases that need to be pushed.
- Separate all pertinent information from the veteran's medical record.
- Maintained accurate medical records in accordance with HIPAA regulations.
Pharmacy Service Representative
Teleperformance
Clarksville, US
10.2022 - 07.2023
- Handle updates to members' accounts, such as adding/editing basic information (address, telephone, PCP, etc.).
- Handle mail order items, and review as needed with the caller.
- Handle basic customer issues, such as complaints, appeals, prescription/PCP issues, or concerns.
- Answered customer questions and referred to pharmacist for medication information.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Maintained patient profiles, including demographics, insurance coverage, and medication history.
Content Review Analyst
Accenture
Austin, US
12.2019 - 03.2022
- Review potential infringing intellectual property reports, and resolve according to company policy.
- Provide feedback on trends, escalations, and tool systems.
- Provide suggestions to improve the process and workflows.
- General data entry-related tasks.
- Provide suggestions to improve the process and workflows.
- Handling IP, hate speech, content take down
- Documented detailed notes on changes made to ensure accuracy and consistency in content review process.
Production Operator
ICU Medical
Austin, TX
05.2018 - 12.2019
- Boxed, labeled and moved items to keep production lines moving swiftly.
- Conducted regular maintenance checks on machines used in the production process including lubrication tasks and minor repairs.
- Recognized defective material and reported issues to management.
- Ensured that all products met established quality standards before packaging them for shipment.
- Examined final products for conformance with quality and design standards.
- Communicated effectively with supervisors regarding work progress, challenges, and any potential safety concerns.
- Moved items between machines, conveyors and transport equipment to meet production needs.
Fraud Prevention Specialist
Apple
Austin, US
07.2017 - 05.2018
- Reviews and analyzes complex blocked orders to detect unauthorized orders, determining appropriate next steps.
- Examine and analyze transactions and case history to resolve suspicious issues and customer concerns.
- Reviewed and analyzed customer account activity to identify any fraudulent activities.
- Conducted detailed investigations of suspicious account activity to identify and prevent fraudulent transactions.
- Responded promptly to customer inquiries about suspected cases of fraud or other issues related to their accounts.
- Implemented customer verification processes to ensure the authenticity of transactions and protect customer information.
Payment Posting Specialist
Baylor Scott & White Health
Temple, US
03.2017 - 07.2017
- Responsible for the timely and accurate posting of payments, denials, and adjustments.
- Accurate and detailed posting of EOB payments from the insurance companies, and patient checks or credit card payments to the patient accounts.
- Balances daily postings to the deposit batch and daily batch summary reports.
- Conducted research on customer accounts as needed to ensure correct postings.
- Verified accuracy of information and resolved discrepancies with vendors before entering invoices for payment.
Customer Service Representative
Teleperformance
Killeen, US
08.2016 - 03.2017
- Assist members with their healthcare needs.
- I went over the medical claims and provided all accurate information.
- I called providers and made appointments for members.
- Updated databases with new and modified customer data.
- Answered inbound calls, chats and emails to facilitate customer service.
Quality Control Inspector
Duraline
Midland, US
05.2015 - 01.2016
- Had the authority to accept or reject products as necessary.
- I kept a record of problems I found and sent defective products back for repair.
- Conducted controlled testing on products to determine how the products perform in a simulated environment.
- Notified supervisors or other relevant personnel of test or production issues.
- Tested finished goods prior to shipment according to established protocols.
- Examined products and materials for defects or deviations to remove or discard non-conforming items.
- Wrote detailed reports outlining performance, quality and defect rates.
- Assessed materials, parts and products for conformance with quality control requirements and production specifications.
Assembly Line Worker
Hilex
Battle Creek, US
03.2012 - 04.2014
- Performing tasks like assembling parts together
- Utilizing tools like screw-drivers, pliers, soldering irons in the assembly line depending on the manufactured product
- Able to report to the supervisor on matters like faulty parts, sub-standard quality of resource, tools etc
- Instruct co-workers on various instructions provided by supervisors
Assistant Manager
KFC Restaurant
Battle Creek, MI
01.2011 - 02.2012
- Reviewed completed work to verify consistency, quality, and conformance.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Maintained accurate records of sales transactions using point-of-sale systems.
- Supervised daily operations including scheduling shifts, assigning duties.
- Assigned work and monitored performance of project personnel.
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
Customer Service Representative
GC Services
Copperas Cove, TX
12.2009 - 05.2010
- Answered customer inquiries via phone, email, and chat.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Provided exceptional customer service to ensure customer satisfaction.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
Diploma - General Studies
Copperas Cove High School
Copperas Cove06.2008
Skills
- Account updating
- Follow-up skills
- Support case resolution
- Verbal and written communication
- Mechanical understanding
- Effective communication
- Quality assurance
- Machine operation
- CNC machine operation
- Assembly code knowledge
- Call logging
- Complaint handling
- Phone etiquette
- Active listening
- Adaptability and flexibility
- Punctuality and reliability
Timeline
Medical Records Bookmarker
Salem Solutions
07.2023 - 02.2024
Pharmacy Service Representative
Teleperformance
10.2022 - 07.2023
Content Review Analyst
Accenture
12.2019 - 03.2022
Production Operator
ICU Medical
05.2018 - 12.2019
Fraud Prevention Specialist
Apple
07.2017 - 05.2018
Payment Posting Specialist
Baylor Scott & White Health
03.2017 - 07.2017
Customer Service Representative
Teleperformance
08.2016 - 03.2017
Quality Control Inspector
Duraline
05.2015 - 01.2016
Assembly Line Worker
Hilex
03.2012 - 04.2014
Assistant Manager
KFC Restaurant
01.2011 - 02.2012
Customer Service Representative
GC Services
12.2009 - 05.2010
Diploma - General Studies
Copperas Cove High School
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