Malcolm Williams
Greensboro,NC
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in Healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Medicare Customer Service Representative
Aetna, a CVS Health Company
08.2022 - Current
- Medicare Part A,B,C,D
- Customer service
- Account Management
- Claims
- Payment Processing
- Annual enrollment
Benefit Advocate
UnitedHealth Group
08.2021 - 08.2022
- Customer Service
- Claims
- Benefit enrollment
- Payment Processing
Recovery Specialist
Bank of America
11.2020 - 07.2021
- Customer service
- Debt collection
- Account Management
Healthcare Concierge
BSwift
09.2019 - 07.2020
- Customer service
- Chat SupportAccount Management
- Claims
- Payment Processing
- Annual enrollment
- Cobra
- Open Enrollment
Customer Service Representative
Spectrum
09.2018 - 09.2019
- Customer service
- Tech support
- Payment Processing
- Account Management
Associate
ALDI
03.2017 - 09.2018
- Customer service training
- Product replenishment
- Product mark downs
- Money management
Shift Manager/Key Holder
Bojangles' Restaurants, Inc
04.2015 - 03.2017
- Customer service
- Money Management
- Employee payroll management
- New Hire training
Assistant Store Manager
Aarons sales and lease
09.2013 - 04.2015
- Payroll/hourly management
- Inbound/outbound calls
- Payment processing
- Product replenishment
- Delivery
- New agreement processing
- Brand promotion
- Customer service
Education
Building Mantainance - B level tech in facility maintainance -
Oconaluftee job corps
Cherokee, NC01.2002
High school diploma -
South western community college
Cherokee, NC01.2002
Skills
- Customer Service (10 years)
- Call Center (6 years)
- Payment Processing (6 years)
- Training & Development (5 years)
- Account Management
- Healthcare
- Tech Support
- Customer service
- Leadership
- Store management
- Account management
- Training & development
- Payroll
- Shift management
- Sales
- Cash handling
- Call Metrics
- Salesforce CRM
- Administrative and Office Support
- Complaint resolution
- Complaint Handling
- Sales Transactions
- Remote Office Availability
- Medicare knowledge
- Teamwork and Collaboration
- Employee Coaching
- Data Entry
- Product Knowledge
- Customer Relationship Management (CRM)
- MS Office
- De-Escalation Techniques
- Customer Account Management
- LiveChat Messaging
- Problem Resolution
- Professional telephone demeanor
- Account Updates
- Microsoft Office
- Calm and Professional Under Pressure
- Staff education and training
Additional Information - Areas Of Expertise
- Customer service
- Medicare
- Claims
- Benefit Enrollment
- Tech Support
Timeline
Medicare Customer Service Representative
Aetna, a CVS Health Company
08.2022 - Current
Benefit Advocate
UnitedHealth Group
08.2021 - 08.2022
Recovery Specialist
Bank of America
11.2020 - 07.2021
Healthcare Concierge
BSwift
09.2019 - 07.2020
Customer Service Representative
Spectrum
09.2018 - 09.2019
Associate
ALDI
03.2017 - 09.2018
Shift Manager/Key Holder
Bojangles' Restaurants, Inc
04.2015 - 03.2017
Assistant Store Manager
Aarons sales and lease
09.2013 - 04.2015
Building Mantainance - B level tech in facility maintainance -
Oconaluftee job corps
High school diploma -
South western community college
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