KIMBERLY WILLIAMS
Irving,Tx
Summary
SUMMARY- Customer-oriented, with strong a history of leading high performance teams to meet or exceed objectives. Dedicated and hardworking with internal drive to deliver excellence. Tactical team builder with a strong background in training and team development. Demonstrate the ability to complete tasks accurately despite interruptions and competing demands and the ability to work effectively in a fast paced continuously changing environment.
Overview
14
14
years of professional experience
Work History
Customer Benefits Advisor
UNUM
Irving, TX
04.2020 - Current
- Claims Management
- Investigate all claims within an allocation, reaching a decision as to initial liability and continued validity
- Communicate all claims decisions in a timely and appropriate manner
- Work with the customer care rehabilitation team in promoting and assisting claimants in returning to work
- Build and maintain strong relationships with all customers , co-operating with sales in developing and maintaining business
SPRINT, CMT/CASE MANAGEMENT
01.2017 - 04.2020
- Manage a successful team of 24 Technical support representatives by conveying project information
- Consistently
- Quickly resolving issues and delivering constructive and positive feedback
- Monitoring representatives calls for areas of opportunity Helping the team understand performance targets and goals
- Ensuring that workers are properly trained for their specific roles Assisting in resolving emergencies, such as a quality or customer problem that might be escalated to the team supervisor for handling
- Providing reports and activity update to management.
Technical Support II
Sprint, Advanced
10.2010 - 01.2017
- Record successful outcomes while troubleshooting problems with computer hardware, mobile phones or other electronic devices
- Demonstrated customers service skills including the ability to understand the customer’s technical challenge while working in an advanced computer system
- Customer Service Technical Support I
Technical Support Specialist
SPRINT
11.2007 - 10.2009
- Provide inbound telephone support primarily for external customers regarding products and services by basic troubleshooting, investigating and resolving customer’s questions and problems with sprint’s products and services with an objective solving any issues on the first call.
Education
Diploma -
High School Diploma - undefined
Douglass High School
1986
Skills
- Call center experience
- Staff Training and Team Building
- Performance and Process Improvement
- Leadership and Coaching Processes
- Ability to Self-Manage and Prioritize needs
- Effective Time Management Ability
- Verbal and Written Communication Skills
Timeline
Customer Benefits Advisor
UNUM
04.2020 - Current
SPRINT, CMT/CASE MANAGEMENT
01.2017 - 04.2020
Technical Support II
Sprint, Advanced
10.2010 - 01.2017
Technical Support Specialist
SPRINT
11.2007 - 10.2009
Diploma -
High School Diploma - undefined
Douglass High School
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