NATASHA WILLIAMS
Raleigh,NC
Summary
Dynamic professional with a proven track record in customer service and patient care, notably at Duke Cancer Center. Excelled in conflict resolution and strategic solution development, showcasing exceptional verbal communication and Microsoft Office proficiency. Demonstrates a unique blend of empathy and efficiency, driving satisfaction and process improvements. Hardworking professional with experience in office operations, administrative support, and customer service. Highly organized and self-motivated with excellent communication and interpersonal skills. Demonstrated ability to prioritize tasks and meet deadlines.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Bue Cross Blue Shield
PATIENT SERVICE ASSOCIATE
Duke Cancer Center
11.2023 - Current
- Registration Check in and Check out
- Scheduling patients for follow up appointments including scans
- Greeted patients upon arrival and provided them with assistance throughout their visit at the facility
- Verified patient insurance coverage before scheduling appointments or providing treatment.
- Provided excellent customer service to patients, families and staff while maintaining a professional demeanor
CSR
Teletech-Bank of America
10.2020 - 12.2023
- Assisted customers by answering questions, addressing concerns, and providing current account information
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Audit claims calls to assure customer claim is accurate and filled claims if needed
PCA
Lifting a Blessing Hand Home Health Care
03.2019 - 06.2021
- Aid physically challenged individuals with daily tasks, chores in client's homes; providing transportation and assistance to appointments
- Maintained empathy, a caring personality, patience, physical fitness, stamina, and first aid knowledge.
Customer Service Representative
Blue Cross Blue Shield of NC
06.2018 - 03.2019
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Processed insurance policy cancellations and renewals quickly to meet call time targets.
- Maintained up-to-date knowledge of insurance products to provide accurate information to customers.
- Managed high-volume call queues, ensuring minimal wait times for customer inquiries.
TRANSPORTER
American Dedicated Logistics
10.2018 - 01.2019
- Safely operate large trucks, transporting and hauling goods by adhering to set routes and schedules to meet client demands
- Skilled knowledge of route logistics, contracts, vehicle operation and maintenance.
PCA
First Choice Home Health Care
04.2016 - 08.2018
- Responsible to assist disabled individuals to complete errands, housework, daily grooming and administer medications
- Maintained empathy, a caring personality, patience, physical fitness, stamina, and first aid knowledge.
OFFICE MANAGER
Liberty Tax
11.2014 - 05.2017
- Supervised employees, exercising problem solving skills to complete daily clerical assignments and deliver exceptional customer service
- Responsible for planning, budgeting, staffing, scheduling and maintaining records.
OFFICE MANAGER
Progressive Home Care
12.2012 - 11.2014
- Spearheaded daily operations and administrative duties, supervising 15 employees to meet goals and maintain compliance
- Managed front office, scheduling and telephones, ensuring superior customer service experience.
CUSTOMER SERVICE REPRESENTATIVE
Affiliated Computer Service
12.2011 - 11.2012
- Proficiently and professionally assisted customers, responding to concerns and inquiries via phone
- Optimally solve problems and pursue the best course of action, keeping documentation for efficient recommendations.
Education
Edgecombe Community College
Rocky Mount, NC 07.1999 - 05.1999
Lenior Community College
Kinston, NC 03.2017 - 05.2017
COMPLETED COURSEWORK TOWARDS GED - GED
Lenior Community College
Kinston, NC04.2009
Skills
- Customer Service & Patient Care Management
- Clerical & Administrative Support
- Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Data and Ward Processing
- Excellent Verbal & Written Communication
- Quality Assurance
- Active Listening
- Supervision
- Problem-solving abilities
- Critical Thinking
- Data Entry
- Customer Relations
- Conflict Resolution
- Complaint resolution
- Payment Processing
- Scheduling
- Follow-up skills
- Product Knowledge
- Paperwork Processing
- Appointment Scheduling
- Team Development
- Order Processing
- Staff Training
- De-Escalation Techniques
- Filing
- Coordination
- Account Management
- Spreadsheets
Timeline
PATIENT SERVICE ASSOCIATE
Duke Cancer Center
11.2023 - Current
CSR
Teletech-Bank of America
10.2020 - 12.2023
PCA
Lifting a Blessing Hand Home Health Care
03.2019 - 06.2021
TRANSPORTER
American Dedicated Logistics
10.2018 - 01.2019
Customer Service Representative
Blue Cross Blue Shield of NC
06.2018 - 03.2019
Lenior Community College
03.2017 - 05.2017
PCA
First Choice Home Health Care
04.2016 - 08.2018
OFFICE MANAGER
Liberty Tax
11.2014 - 05.2017
OFFICE MANAGER
Progressive Home Care
12.2012 - 11.2014
CUSTOMER SERVICE REPRESENTATIVE
Affiliated Computer Service
12.2011 - 11.2012
Edgecombe Community College
07.1999 - 05.1999
Customer Service Representative
Bue Cross Blue Shield
COMPLETED COURSEWORK TOWARDS GED - GED
Lenior Community College
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