Qualiyah Williams
Leesburg,FL
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals.
Overview
8
8
years of professional experience
Work History
Patient Care Advocate
Cigna
04.2023 - Current
- Maintained confidentiality of patient data and conditions to safeguard health information.
- Upheld confidentiality requirements and regulatory compliance guidelines.
- Resolved problems with areas such as communication and billing that could negatively impact services.
- Connected patients with available community and charitable resources.
- Handled complaints and grievances using negotiating and problem-solving skills.
- Fielded 60-100 incoming customer calls to deliver high-quality solutions
Loan Specialist
Teleperformance USA
03.2022 - 03.2023
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Explained very technical financial information to applicants in easy to understand language.
- Identified problem areas within loan portfolio, analyzed risks and suggested appropriate solutions.
- Observed regulatory, compliance and security policies and procedures to keep data as safe as possible from breaches.
- Developed strong relationships with customers through high levels of customer service.
- Maintained strict confidentiality of bank records and client information.
- Submitted loan applications to underwriter for verification and recommendations.
- Managed over 50 customer calls per day.
Credit Card Specialist
TTEC
07.2021 - 02.2022
- Researched and resolved customer complaints and disputes related to credit card accounts.
- Assisted customers with questions and inquiries to provide information regarding credit card accounts.
- Built strong relationships with customers to increase retention and loyalty.
- Coordinated with other departments to verify timely and accurate processing of credit card applications and payments.
- Fielded 50-90 incoming customer calls to deliver high-quality solutions
Durable Medical Equipment Specialist
Rose International Staffing
01.2021 - 06.2021
- Inspected, tested and calibrated medical equipment before installing.
- Documented information regarding installations, repairs and inventory checks.
- Demonstrated correct operation, care and calibration to on-site medical personnel.
- Maintained safe work environment and adhered to privacy regulations.
- Researched and resolved billing discrepancies to enable accurate billing.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
- Managed over 80 customer calls per day.
Pandora Specialist
Inktel Contact Center Solutions
12.2019 - 01.2021
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Displayed merchandise by arranging in appealing ways to boost sales.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Increased sales by 10%
Sales Agent
Teleperformance USA
04.2019 - 12.2019
- Increased sales and customer satisfaction through personalized servicing.
- Assisted call-in customers with questions and orders.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
- Increased sales by 15%
Medical Insurance Specialist
Sutherland Healthcare Solutions
01.2019 - 10.2019
- Verified patient insurance coverage and benefits for medical claims.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
- Identified and resolved discrepancies between patient information and claims data.
- Reviewed provider coding information to report services and verify correctness.
- Processed insurance payments and maintained accurate documentation of payments.
- Monitored and updated claims status in claims processing system.
- Managed over 50 customer calls per day
Health Insurance Agent
Teleperformance USA
09.2018 - 12.2018
- Educated clients about health insurance coverage options, benefits and costs.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Responded to customer inquiries regarding health insurance coverage and policies to assist with informed decision-making.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Temporary position
- Managed over 40 customer calls per day
Collections Agent
Alorica
10.2017 - 10.2018
- Processed payments and applied to customer balances.
- Achieved performance goals on consistent basis.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Negotiated to collect balance in full.
- Counseled debtors on payment options and arranged installment agreements.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Managed over 90 customer calls per day
Property and Casualty Insurance Agent
Kforce
09.2016 - 09.2017
- Generated quotes and proposals for clients to match individual needs.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Sought out new clients and developed client relationships through networking, direct referrals, lead databases, and cold calling.
- Negotiated contracts with clients to establish best coverage with lowest cost.
- Managed over 50 customer calls per day
Internet Technical Support Representative
Comcast
08.2015 - 09.2016
- Maintained record of updates and applied fixes for online assets.
- Monitored regulatory compliance with industry standards and legal guidelines.
- Authored communications on expanding usage via application of historical data on usage trends and click-thru rates.
- Reviewed user feedback and customer support tickets to identify pain points within public user base.
- Reviewed marketing and promotional communications for quality assurance and compliance issues.
- Managed over 70 customer calls per day
Education
College Diploma - Medical Assisting
Florida Career College - Miami
Miami, FL09.2017
High School Diploma -
Brookshire
Fort Lauderdale, FL06.2015
Skills
- Care Planning
- Behavior Redirection
- Verbal and Written Communication
- Medical Terminology
- Data Verification
- Magnify Predictive Targeting System
- Microsoft Office Suite
- Contract Preparation
- Payment Posting
- Invoice Processing
- Claims Processing
- Writing Skills
- Decision making
- Monitoring tools
- Multitasking ability
- Patient care
Accomplishments
- Drove overall improvements to quality assurance and patient satisfaction initiatives by removing bottlenecks to effective care.
- Increased quality of care by developing new tracking and assessment methods.
- Improved patient satisfaction by providing friendly and knowledgeable support and service.
- Utilized outstanding writing skills to answer customer questions and help them find accurate resources.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Timeline
Patient Care Advocate
Cigna
04.2023 - Current
Loan Specialist
Teleperformance USA
03.2022 - 03.2023
Credit Card Specialist
TTEC
07.2021 - 02.2022
Durable Medical Equipment Specialist
Rose International Staffing
01.2021 - 06.2021
Pandora Specialist
Inktel Contact Center Solutions
12.2019 - 01.2021
Sales Agent
Teleperformance USA
04.2019 - 12.2019
Medical Insurance Specialist
Sutherland Healthcare Solutions
01.2019 - 10.2019
Health Insurance Agent
Teleperformance USA
09.2018 - 12.2018
Collections Agent
Alorica
10.2017 - 10.2018
Property and Casualty Insurance Agent
Kforce
09.2016 - 09.2017
Internet Technical Support Representative
Comcast
08.2015 - 09.2016
College Diploma - Medical Assisting
Florida Career College - Miami
High School Diploma -
Brookshire
Similar Profiles
Micheal D. OvuedeMicheal D. Ovuede
Sr. GRC Consultant at CignaSr. GRC Consultant at Cigna
JAMIE LAVALLEYJAMIE LAVALLEY
Account Installation Senior Representative at CignaAccount Installation Senior Representative at Cigna
Kristina Nestor WalkerKristina Nestor Walker
HCC Coder and Quality Review Audit Analyst at CignaHCC Coder and Quality Review Audit Analyst at Cigna