Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Additional Information
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MaShira Williams

St. Louis,MO

Summary

Detail-oriented and motivated Customer Service Representative with a strong track record of applying effective problem-solving skills and proven customer service strategies to drive organizational growth. Recognized for an energetic and confident approach, adept at analyzing situations and tailoring solutions to meet clients' needs, ensuring maximum guest satisfaction. Open to relocation and authorized to work in the U.S. for any employer, ready to contribute a friendly demeanor and commitment to excellence to a dynamic team.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Customer Service Trainer

TKC Holdings
06.2023 - Current
  • Developed training materials to enhance customer service skills among staff
  • Facilitated workshops to improve communication techniques and customer interactions
  • Evaluated training effectiveness through feedback and performance assessments
  • Collaborated with management to identify training needs and program adjustments
  • Mentored new trainers, ensuring consistency in delivery of training programs
  • Maintained detailed records on individual trainee progress, enabling accurate assessment of overall program success rates over time.
  • Successfully on-boarded numerous new hires, providing comprehensive customer service training that led to higher retention rates.
  • Utilized variety of instructional design methodologies to create effective learning experiences.

United Healthcare Advocate( DCC)

United Healthcare Advocate
01.2018 - 04.2023
  • Obtain accurate and updated patient information, such as name, address, insurance information
  • Perform insurance verification on the date of service
  • Confirms and schedule appointments for members who request assistance.
  • Provide member assistance with closing medical care gaps based on there medical needs.
  • Performs certain follow-up services for patients in a prompt and courteous manner, such as scheduling specialist appointments, scheduling follow-up appointments and obtaining copies lab results or specialist reports
  • Keep abreast on current medical requirements relevant to their position, which includes maintaining patient confidentiality and abiding by all HIPAA and OSHA requirements
  • Participate in planning, coordinating, and implementing care in conjunction with the multidisciplinary team in accordance with the Plan of Care

General Clerk II

Serco
01.2016 - 01.2018
  • Posts information to agency records and modifies forms or records.
  • Records and inputs information to internal database records.
  • Conducts outbound telephone calls.
  • Performs data entry and retrieval and performs arithmetical computations
  • Participated in internal training through company Learning Management System and passed certification test
  • Effectively works in a team environment.
  • Demonstrates flexibility and ability to adapt to changes.
  • Reviewed and fix inconsistencies on consumers application , applying for health insurance with the health insurance market place

Guest Services Representative

Build-A-Bear work Shop
01.2014 - 01.2016
  • Resolve product or service problems
  • Selecting and explain the best solutions to solve problem
  • Answering product and service questions
  • Open customer accounts by recording account information

Education

High School Diploma -

University City Senior High School
University City, MO
05.2013

Skills

  • Insurance eligibility verification
  • Critical analysis abilities
  • Patient documentation management
  • Quality assurance monitoring
  • Product quality evaluation
  • Team development
  • Effective coaching methods
  • Analytical problem-solving
  • Proficient in handling multiple tasks
  • Analytical reasoning
  • Adaptability to change
  • Strategic team engagement

Accomplishments

  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.

Certification

  • Bloodborne Pathogens
  • July 2016 to July 2017
  • Trained on how to avoid exposure and what to do if exposed to infectious material.

Timeline

Customer Service Trainer

TKC Holdings
06.2023 - Current

United Healthcare Advocate( DCC)

United Healthcare Advocate
01.2018 - 04.2023

General Clerk II

Serco
01.2016 - 01.2018

Guest Services Representative

Build-A-Bear work Shop
01.2014 - 01.2016

High School Diploma -

University City Senior High School

Additional Information

  • Reference: Shawna Bolden - Phlebotomist Prospector
  • 314-374-5442

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