Porscha Williams
Duncanville
Summary
Empathetic professional in customer service known for high productivity and efficiency in task completion with expertise in technical support, conflict resolution and data entry. Proven track record of deescalating customer conflicts, and adept at delivering exceptional customer experiences through building rapport. Excel in empathy, communication, and patience, using these soft skills to enhance client satisfaction and trust.
Overview
9
9
years of professional experience
Work History
Home Health Aide
Century Home Healthcare
Dallas
01.2017 - Current
- Provide compassionate care to client, assisting with daily living activities, grooming, dressing, and meal preparation
- Monitor and document patient conditions, reporting to healthcare professionals
- Ensure a safe and clean living environment by performing light housekeeping duties and maintaining fall-free standards
- Support mobility and physical activities, including transferring, exercising, and walking assistance
Apple Support Advisor
Kelly
11.2022 - 01.2025
- Troubleshoot Apple devices and software.
- Strong knowledge of Apple’s media services, including Apple Music, Apple TV+, and iCloud.
- Advise customers on best practices for using Apple products and provided technical assistance via remote access.
- Answer user inquiries to resolve computer software or billing problems.
- Provide technical assistance to customers over the phone and through email regarding Apple products.
Store Manager
AutoZone
Dallas
11.2021 - 11.2022
- Utilized parts management software for inventory tracking and order processing.
- Led a team of parts department employees, providing training and performance evaluations.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Underwriting Assistant
Chubb Insurance
Dallas
12.2018 - 11.2021
- Maintain accurate records for non-payments, reinstatements, and applications.
- Conducted comprehensive analysis and evaluated risk to control underwriting loss.
- Assisted with new business processing, renewals, endorsements, cancellations, and reinstatements while adhering to Workers' Comp guidelines.
Customer Care Advocate
United HealthGroup
Irving
12.2015 - 12.2018
- Conduct comprehensive support for members' questions on claims, remittances, and insurance details.
- Verify account statuses and coverage details for customers and providers.
- Exceed monthly goals by 21% through proactive engagement and effective appointment setting.
- Respond to customer inquiries and resolve complaints to promote loyalty.
- Develop creative solutions to resolve complex problems efficiently.
Education
BBA -
Texas A&M University
Commerce, TX12-2015
Associate of Arts -
El Centro College
Dallas, TX06-2010
Skills
- iOS Support
- Insurance Verification
- Billing
- Technical Support
- HIPAA
- Conflict Resolution
- Problem Solving
- Phone Etiquette
- Inbound call answering
Timeline
Apple Support Advisor
Kelly
11.2022 - 01.2025
Store Manager
AutoZone
11.2021 - 11.2022
Underwriting Assistant
Chubb Insurance
12.2018 - 11.2021
Home Health Aide
Century Home Healthcare
01.2017 - Current
Customer Care Advocate
United HealthGroup
12.2015 - 12.2018
BBA -
Texas A&M University
Associate of Arts -
El Centro College