Kendall Williams
Alpharetta,GA
Summary
Delivered high-impact support to optimize operations and enhance service excellence in dynamic, metric-driven environments.
Overview
12
12
years of professional experience
Work History
Data Representative
First Advantage
01.2024 - Current
- Managed comprehensive data processing and verification operations, ensuring adherence to background screening and compliance protocols.
- Coordinated efforts with cross-functional teams to maintain data accuracy and guarantee prompt report distribution.
- Maintained adherence to privacy and legal regulations to safeguard client information and streamline internal operations.
Client Representative II
Humana
01.2019 - 01.2021
- Analyzed and resolved complex healthcare benefits claims and enrollment inquiries, delivering tier-2 support for 30-40 inbound calls on a daily basis.
- Cultivated strong customer relationships by providing informed and compassionate support to ensure retention.
- Analyzed and documented issue resolution trends in CRM, facilitating timely escalation of critical issues for effective problem-solving.
- Surpassed quality metrics, driving significant enhancements in team performance.
Technical Support
Optima Healthcare Solutions
01.2017 - 01.2017
- Diagnosed and resolved software bugs and performance issues, ensuring optimal usability for healthcare application users.
- Achieved improved internal knowledge sharing by documenting ticket resolutions in CRM. Proactively identified recurring issues and communicated them to product and development teams for effective resolution.
- Executed strategies to manage end-of-month surges, maintaining high standards of professionalism and precision while meeting support SLAs.
Administrative Assistant
Health Solutions One
01.2016 - 01.2017
- Served as a key liaison to align healthcare provider & member needs with internal team objectives, ensuring accurate policy data management.
- Analyzed enrollment data and reconciliations, producing detailed weekly reports for executive leadership review.
- Managed special projects and administrative functions for COO, ensuring discretion and precision in execution.
Internal Operations
XPO
01.2014 - 01.2015
- Managed interactions between customers, contractors, and departments, focusing on efficient delivery and installation processes.
- Managed resolution of escalations to maintain high levels of customer satisfaction.
- Streamlined processing of customer cancellations and dispatch adjustments, maintaining adherence to SLA timelines.
Education
Certificate - Computer & Information Sciences
DeVry University
01.2010
Bachelor - Computer Science
North Carolina A&T State University
01.2010
Skills
- Customer Experience Strategy
- Technical Troubleshooting (Saas / CRM)
- KPI & SLA Management
- Cross-Functional Communication
- Process Optimization
- Escalation Management
- CRM Systems (Salesforce, Zendesk, etc)
- Data Reporting & Technical Documentation
- Microsoft Office Suite
- Google Workspace
Timeline
Data Representative
First Advantage
01.2024 - Current
Client Representative II
Humana
01.2019 - 01.2021
Technical Support
Optima Healthcare Solutions
01.2017 - 01.2017
Administrative Assistant
Health Solutions One
01.2016 - 01.2017
Internal Operations
XPO
01.2014 - 01.2015
Bachelor - Computer Science
North Carolina A&T State University
Certificate - Computer & Information Sciences
DeVry University