LA RHONDA WILLIAMS MCCOY
Ft. Washington,MD
Summary
Dynamic professional with a proven track record at Ontrak Health, excelling in client relationship building and problem-solving. Leveraged exceptional communication and data entry skills to enhance customer satisfaction and streamline processes. Achieved a 20% increase in enrollment efficiency through strategic coordination and personalized assistance, demonstrating adaptability and a commitment to excellence.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
17
17
years of professional experience
Work History
MEMBER ENROLLMENT SPECIALIST
ONTRAK HEALTH
03.2025 - 07.2025
- Updated, entered, and reviewed customer data.
- Communicated effectively via telephone, email, and in person with prospective customers.
- Conducted comprehensive applicant interviews to determine eligibility and fit for specific programs.
- Understood and thoroughly explained services provided to customers and potential customers.
- Resolved applicant inquiries promptly, providing detailed information and clarifications when needed.
- Coordinated with multiple departments to streamline enrollment process, making it more efficient.
- Enhanced customer satisfaction with personalized enrollment assistance.
Inside Sales Representative
Terminix Pest Control
06.2015 - 05.2024
- Answered customers' questions regarding products, prices, and availability.
- Increased sales revenue by building strong relationships with clients and providing insightful product recommendations.
- Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Managed friendly and professional customer interactions.
- Determined needs, delivered solutions, and overcame objections through consultative selling skills.
- Developed strategic relationships with existing customers by learning preferences and managing regular communications.
- Set up new accounts, established customer credit and set up payment methods.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Customer Service Representative
Medco Health Solutions
09.2009 - 03.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Improved resolution time with effective problem-solving for customer complaints.
Personal Account Manager
Verizon
04.2008 - 07.2009
- Developed strong relationships with clients, fostering trust and loyalty.
- Maintained detailed records of client interactions for accurate tracking of progress towards goals.
- Promoted company offerings at networking events and conferences, generating interest and leads for potential new business opportunities.
- Provided exceptional customer service, resolving complex issues and responding promptly to inquiries.
- Built strong relationships with clients to foster trust and loyalty, leading to increased retention rates.
- Developed and maintained strong relationships with clients to maximize satisfaction.
Education
Certificate - NURSING ASSISTANCE
FLORIDA SCHOOL OF BUSINESS
Tampa, FL07.1989
GED -
HILLSBOROUGH HIGH SCHOOL
Tampa, FL06.1985
Skills
- Exceptional communication
- Customer service expertise
- Strong organization
- Applicant screening
- Customer service background
- Sales experience
- Enrollment verification
- Critical thinking
- Problem-solving abilities
- Multitasking
- Adaptability and flexibility
- Interpersonal skills
Timeline
MEMBER ENROLLMENT SPECIALIST
ONTRAK HEALTH
03.2025 - 07.2025
Inside Sales Representative
Terminix Pest Control
06.2015 - 05.2024
Customer Service Representative
Medco Health Solutions
09.2009 - 03.2015
Personal Account Manager
Verizon
04.2008 - 07.2009
GED -
HILLSBOROUGH HIGH SCHOOL
Certificate - NURSING ASSISTANCE
FLORIDA SCHOOL OF BUSINESS
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