Kenyatta Williams
Mobile
Summary
Dynamic customer service professional skilled in complaint resolution, account management, and quality assurance. Proven ability to enhance customer satisfaction and streamline processes in fast-paced environments.
Results-driven customer support representative with over six years of experience in escalation management and call control. Known for effective communication and problem-solving skills that lead to increased customer loyalty and operational efficiency.
Overview
14
14
years of professional experience
Work History
Sr. Customer Service Rep.
CVS HEALTH CORPORATION
Mobile, AL
09.2025 - Current
- Resolved customer inquiries and complaints through effective communication and problem-solving techniques.
- Assisted customers with prescription orders, ensuring accuracy and compliance with healthcare regulations.
- Maintained comprehensive knowledge of CVS products and services to provide informed recommendations.
- Collaborated with team members to enhance service delivery and improve overall customer satisfaction.
- Coordinated communication between departments to streamline processes and enhance the customer experience.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
Customer Service Representative
UnitedHealthcare
Greensboro, NC
09.2022 - 03.2025
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Utilized CRM systems to track interactions and improve service delivery efficiency.
- Collaborated with cross-functional teams to enhance customer experience and streamline processes.
- Trained new representatives on best practices for customer engagement and issue resolution.
- Monitored call metrics to ensure compliance with service standards and identify areas for improvement.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
Alorica
Mobile, AL
08.2021 - 09.2022
- Implemented feedback mechanisms to gather customer insights and drive service enhancements.
- Developed training materials to support ongoing staff development and knowledge sharing.
- Facilitated workshops focused on improving team collaboration and performance outcomes.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Medical Assistant
USA Health Gastroenterology
Mobile, AL
02.2018 - 02.2019
- Assisted in patient intake, ensuring accurate data collection and verification of medical histories.
- Coordinated scheduling for procedures, optimizing appointment flow and reducing patient wait times.
- Administered medications and injections as per physician directives, maintaining compliance with safety protocols.
- Conducted routine laboratory tests, ensuring quality control and accuracy of results for timely diagnosis.
- Collaborated with healthcare providers to streamline communication, fostering a cohesive team environment.
- Trained new staff on office procedures and best practices, promoting consistency in patient care delivery.
- Sanitized, restocked, and organized exam rooms and medical equipment.
Medical Assistant
USA Children's & Women's Hospital
Mobile, AL
05.2015 - 07.2018
- Educated patients on preparation for procedures, enhancing understanding and improving overall experience.
- Implemented process improvements for inventory management, reducing supply costs while ensuring availability of necessary materials.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
Medical Assistant
USA Stanton Rd Clinic
Mobile, AL
01.2012 - 05.2015
- Performed medical records management, including filing, organizing and scanning documents.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
- Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
Education
Associate of Applied Science - Nursing
Fortis College
Mobile, AL05-2010
High School Diploma -
Citronelle High School
Citronelle, AL05-2007
Skills
- Customer support
- Complaint resolution
- Quality assurance
- Payment processing
- Call control
- Account management
- Escalation management
- Call center experience
- De-escalation techniques
Timeline
Sr. Customer Service Rep.
CVS HEALTH CORPORATION
09.2025 - Current
Customer Service Representative
UnitedHealthcare
09.2022 - 03.2025
Customer Service Representative
Alorica
08.2021 - 09.2022
Medical Assistant
USA Health Gastroenterology
02.2018 - 02.2019
Medical Assistant
USA Children's & Women's Hospital
05.2015 - 07.2018
Medical Assistant
USA Stanton Rd Clinic
01.2012 - 05.2015
Associate of Applied Science - Nursing
Fortis College
High School Diploma -
Citronelle High School