Keyana Williams

As a service center representative, it was my duty to work in a fast-paced inbound call taking facility. My responsibilities included obtaining and researching information to assist with claim management all while providing outstanding customer service and active listening skills in problem solving scenarios. In addition to that I delivered prompt service to prioritize customer needs, followed up with customers about resolved issues to maintain high standards of customer service and actively listened to customers, handling concerns quickly by escalating any major issues to supervisor.

Being an assistant to doctors and therapists my job responsibilities included answering phones while servicing walk-in patients in a front desk environment. It was my duty to schedule appointments followed by charting and returning patient phone calls. In addition to that I gathered forms and copied insurance cards to collect patient information for billing and insurance filing as well as performed various administrative tasks by filing, copying and faxing documents.

Call Center Retention Specialist for Spectrum and Verizon clients responsible for saving customer accounts by offering different cable packages that best suited the customer's needs in addition to the upsell of mobile products and services. During this role the ability to problem solve and diffuse irate customer situations was gained as this was my introduction to account handling. I was able to obtain excellent communication skills, both verbal and written and cultivated interpersonal skills by building positive relationships with others. On many occasions I proved successful working within tight deadlines and a fast-paced environment by resolving problems, improving operations and providing exceptional service.

Team and department management which included being in charge of an assembly line all while being responsible for any issues that arose within the department. Training new employees, temperature checks for different poultry products as well as daily record keeping for those products were also included within the job duties. Daily, I Implemented policies and standard operating procedures for continuous improvement and kept accurate and detailed records of personnel progress and productivity.