Makenzi Williams
Summary
Assist customers effectively and efficiently in an active work environment, telephonically and face to face. Willing to execute the company’s best practices to provide excellent customer service. Open to tackling new challenges and advancing new careers opportunities.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
United HealthCare
07.2024 - Current
- Actively listen and evaluate members’ inquiries to determine the appropriate course of action to resolve issues
- Assist members with locating and contacting specialist, dental, primary care and vision providers
- Educate members about benefits and plan details
- Review medical prior authorizations, referrals and claims
- Review and submit coordination of benefits
- Adhere and participate in company’s HIPPA policies
- Exceed monthly service goals
- Implement all company protocols during call
Manager
CVS
06.2022 - 07.2024
- Resolve customer issues or complaints experienced at the time of their visit
- Assisted customers locating items
- Overcome rejections of company monthly promotions
- Interact with vendors and order products to ensure an adequate amount
- Oversee shift duties and implement proper training for new employees introduced to the team
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Oversaw daily store operations, ensuring a clean, organized, and visually appealing retail space.
- Managed returns, exchanges and refunds in accordance with store policy.
- Built relationships with customers to encourage repeat business.
Manager
Walgreens
03.2021 - 05.2022
- Oversee shift duties
- Accomplished multiple tasks within established timeframes.
- Collaborate with team to ensure cleanliness, proper inventory and ensure a welcoming environment for customers
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Managed inventory control, cash control, and store opening and closing procedures.
Education
High School Diploma -
Berkner High School
06-2018
Skills
- Complaint Resolution
- Management
- Problem Solving
- Communication
- Punctuality
- Active Listener
- Adaptability
- Customer service
- Active listening
- Data entry
- Critical thinking
Timeline
Customer Service Representative
United HealthCare
07.2024 - Current
Manager
CVS
06.2022 - 07.2024
Manager
Walgreens
03.2021 - 05.2022
High School Diploma -
Berkner High School
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