Nasia Williams
Humble,TX
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
10
10
years of professional experience
Work History
Remote customer service representative
Alorica
Remote humble, United States
02.2023 - Current
- Company Overview: Remote humble
- Demonstrated strong knowledge of healthcare products and services, effectively explaining coverage options and benefits to customers
- Managed a high volume of incoming calls in a fast-paced environment, consistently meeting or exceeding call handling metrics
- Assisted in the resolution of billing discrepancies by working closely with insurance companies and patients to ensure accurate payment processing
- Provided support during open enrollment periods by guiding customers through the process of selecting appropriate healthcare plans
- Resolved escalated customer complaints promptly and professionally, finding satisfactory solutions while maintaining positive relationships
- Participated in ongoing training programs to stay updated on changes in healthcare policies and procedures
- Developed expertise in specific areas such as Medicare/Medicaid eligibility requirements or prescription drug coverage policies
- Collaborated with cross-functional teams including claims processing department to expedite claim resolution
- Demonstrated empathy towards distressed callers while efficiently addressing their concerns within established guidelines
- Collaborated with insurance companies to verify coverage and obtain pre-authorization for medical procedures, resulting in reduced claim denials
- Remote humble
Hospital service tech (lead tech)
Agiliti
Houston, United States
01.2016 - 05.2024
- Trained and mentored new technicians, improving team performance and skill levels
- Supported hospital operations with detailed system knowledge and customer service expertise
- Coordinated patient care efficiently, ensuring timely communication between patients and healthcare professionals
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations
- Enhanced customer satisfaction by implementing creative problem-solving strategies
- Delivered medical equipment to various locations, ensuring timely and accurate service
Phlebotomist
East Houston Regional Medical Center
Houston, Texas
02.2015 - 03.2017
- Monitored inventory levels of supplies used in phlebotomy services.
- Ensured the cleanliness and sterilization of phlebotomy equipment and work area.
- Assisted in the preparation of laboratory specimens for analysis and testing.
- Followed all safety protocols when handling hazardous materials.
- Input medical and insurance information into database for inclusion in patient records.
- Monitored patients for adverse reactions and provided immediate care as needed.
Education
MEDICATION TECHNICIAN -
BEACON HILL CAREER TRAINING
12.2024
certification -
Oquirrh mountain phlebotomy school
Houston01-2022
High school diploma -
M.B. Smiley high school
Houston05-2006
Skills
- Coordination Skills
- Health Insurance Portability and Accountability Act Compliance
- Customer Service
- Problem Solving
- Microsoft Office
- Time Management
- Biological Hazards
- Communication Skills
- Customer Satisfaction
- Confidentiality
- Medical Equipment
- Health Care
- Creative Problem Solving
- Strategic Thinking
- Phlebotomy
- Customer Support
- Infection Control
- Sterilization
- Quality Control
- Knowledge of Hygiene
- Attention to Detail
- Critical Thinking
- Team Working
- 980 Ventilator calibration
- Call center experience
- Payment processing
- Live chat support
- De-escalation techniques
- Sanitation
- Medication administration
Languages
English
Timeline
Remote customer service representative
Alorica
02.2023 - Current
Hospital service tech (lead tech)
Agiliti
01.2016 - 05.2024
Phlebotomist
East Houston Regional Medical Center
02.2015 - 03.2017
MEDICATION TECHNICIAN -
BEACON HILL CAREER TRAINING
certification -
Oquirrh mountain phlebotomy school
High school diploma -
M.B. Smiley high school