Summary
Overview
Work History
Education
Skills
Timeline
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Makeesha Williams

Mesquite,TX

Summary

Experience with remote work from home for 3+ years. Positive, communicative, and detail-focused professional with solid foundation in customer service and problem-solving. Understanding of insurance processes and policies combined with strong analytical and organizational skills. Dedicated to providing efficient solutions and ensuring customer satisfaction.

Organized and reliable with focus on accuracy and efficiency. Possesses solid computer skills and strong understanding of data management, including Excel and database software. Capable of ensuring data integrity and contributing to increased productivity.

Overview

8
8
years of professional experience

Work History

Call Center Customer Service Representative

Vdart BPM
08.2021 - 08.2024
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
  • Answered 100+ incoming calls and emails, providing frontline customer support or assistance with product and service transactions
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations
  • Answered inbound calls, chats, and emails to facilitate customer service
  • De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
  • Ensured accurate documentation and record-keeping, adhering to company policies and industry regulations.
  • Reduced errors in claim submissions by providing clear guidance to policyholders on required documentation and information needed for processing.

Call Center Customer Service Representative

Chewy.com
09.2019 - 08.2020
  • Escalated customer concerns, issues, and requirements to supervisors for immediate rectification
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance
  • Assisted over 70 customers with making payments or establishing payment plans to bring accounts current
  • Answered inbound calls, chats, and emails to facilitate customer service
  • Consulted with customers to resolve service and billing issues.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Call Center Chat Support Representative

Genpact
09.2016 - 11.2019
  • Managed approximately 100 incoming emails and chats per day from customers.
  • Answered questions from customers that came in through the company's online chat feature
  • Used various skills to resolve problems in a reasonable amount of time
  • Walked customers through online demonstrations to support better understanding of product features
  • Helped with email-based and phone support to customers at times when the department was swamped with calls and messages
  • Monitored customer issues to deliver the best resolution course, following steps involved for appropriate procedures.

Education

High School Diploma -

Alpha Charter High School
Garland, TX

Skills

  • Call center customer service
  • Customer satisfaction
  • Inbound calls
  • Relationship management
  • Ability to type 35 wpm
  • Claims Investigation
  • Microsoft office
  • Claims investigation
  • Quick typing
  • Active listening
  • Ability to navigate between multiple applications using dual screens
  • Data entry
  • Critical thinking

Timeline

Call Center Customer Service Representative

Vdart BPM
08.2021 - 08.2024

Call Center Customer Service Representative

Chewy.com
09.2019 - 08.2020

Call Center Chat Support Representative

Genpact
09.2016 - 11.2019

High School Diploma -

Alpha Charter High School

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Makeesha Williams