Miracle Williams
Customer Service Representative
Jacksonville
Summary
Dedicated customer service representative with expertise in oral and written communication, active listening, and problem-solving. Passionate about enhancing customer experiences by anticipating needs and delivering personalized solutions to foster lasting loyalty. Skilled in building strong relationships and resolving issues efficiently to ensure customer satisfaction. Committed to continuously improving service delivery and exceeding expectations.
Overview
8
8
years of professional experience
1
1
Certification
1
1
Language
Work History
Senior Advocate
Aetna, a CVS Health
03.2024 - Current
- Mentored junior advocates, sharing knowledge and expertise to cultivate skilled successors within the firm.
- Collaborated with multidisciplinary teams to develop comprehensive case strategies for optimal results.
- Demonstrated exceptional litigation skills during trial preparation and courtroom appearances, securing advantageous outcomes for clients.
- Increased clients'' understanding of their rights and options by conducting informative consultations.
Collections Representative
Alorica
05.2023 - 01.2024
- Negotiated to collect balance in full.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and contracts on accounts.
- Used probing techniques to determine debtors' reasons for delinquency.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Customer Service Representative
TTEC
06.2019 - 12.2022
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Recommended products to customers, thoroughly explaining details.
Customer Service Representative
ADT Security
06.2019 - 08.2021
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Collected and analyzed customer information to prepare product or service reports.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Care Representative (Temp)
USPS
05.2018 - 11.2018
- Delivered mail to residences and business establishments along specified routes by walking and/or driving, using a combination of satchels, carts, cars, and small trucks.
- Maintained accurate records of deliveries.
- Bundled mail in preparation for delivery or transportation to relay boxes.
- Obtain signed receipts for registered, certified, and insured mail; collect associated charges; and complete any necessary paperwork.
Customer Service Representative
Sitel
01.2017 - 04.2018
- Inbound/Outbound High Volume Calls
- Provide administrative support by implementing systems, procedures, and policies
- Help others by answering questions and responding to requests
- Customer Feedback, enhance compliance by accepting ownership for accomplishing new and different requests.
- De-escalate RSD calls
Education
High School Diploma -
William M Raines
Jacksonville FL06-2016
Skills
- Technical Support
- Professional telephone demeanor
- Multi-line phone talent
- Medical terminology knowledge
- Data Entry
- Negotiation
- Software
- PC Windows
- Microsoft Office Suite
- Research Skills
- Type 45 WPM
Certification
Certified CNA, Acumen CNA Training, 06/01/22
Timeline
Senior Advocate
Aetna, a CVS Health
03.2024 - Current
Collections Representative
Alorica
05.2023 - 01.2024
Customer Service Representative
TTEC
06.2019 - 12.2022
Customer Service Representative
ADT Security
06.2019 - 08.2021
Customer Care Representative (Temp)
USPS
05.2018 - 11.2018
Customer Service Representative
Sitel
01.2017 - 04.2018
High School Diploma -
William M Raines
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