Ramona Williams
Summary
CUSTOMER SERVICE | CALL CENTER Highly qualified professional with 15+ years of experience in collaborative leadership, administration, customer service, call center and office management in collaborative environments. Skilled in maintaining schedules, supporting daily operations of an organization, coordinating the flow of information, assisting with projects, undertaking research, and reporting tasks. Productive relationship builder who excels at listening to customer needs, articulating product benefits and creating solutions that provide value to the customers and staff. Recognized for handling sensitive data with special focus on ensuring its confidentiality and integrity. Strong attention to detail with exceptional time management skills.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Career Center Representative / Career Specialist
Downriver Community Conference (Detroit At Work)
10.2019 - Current
- Assist customers of Michigan Works! Service Centers in their search for employment and directing them toward additional workshops or programs from which they may benefit
- Provide consistent, expert advice and professional support for job seekers and employers in utilizing on-line, center and program resources
- Assist customers in developing professional electronic resumes
- Assist with application completion, conducting on-line job or resume searches
- Provide timely and accurate information regarding the services available to customers, maintaining accurate records in accordance with local, state, federal and unit regulations
- Maintain updated information and resources in the centers.
Unemployment Claims Specialist (Contractor)
Downriver Community Conference (Detroit At Work)
04.2020 - 12.2021
- Performed a full range of unemployment claims processing assignments, assigns, reviews, and leads the work of lower-level Unemployment Insurance Examiners.
- Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
- Established professional relationships with clients and call center team members to boost trust, rapport and reliability.
- Interviewed applicants and explained scope of different unemployment benefits.
Front Desk Academy Leadership Team Member
Downriver Community Conference (Detroit at Work)
04.2020 - 11.2021
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Mentored and guided employees to foster proper completion of assigned duties.
- Assisted with new hire processing and existing training programs.
- Established as reliable resource for staff members troubleshooting complex administrative and training issues promptly.
Customer Service Associate
Southwest Economic Solutions
04.2017 - 09.2019
- Effectively respond to inquiries over the telephone and in person, regarding company services and products
- Prepare correspondence such as: meeting notes/agendas, memos, notices, letters, and emails according to set principles of the company
- Create and maintain complex filing and recordkeeping systems to ensure safety and confidentiality of each record and file
- Answer and route all incoming telephone calls., Collect data from participant during initial intake; photocopy client information and assist in verifying completeness and accuracy of participant files
- Provide referral and intake information to program staff as needed
- Transport mail, checks, and other documents to and from multiple locations as business needs require.
Cashier
The Home Depot
04.2015 - 04.2017
- Greet customers, ensure that the customer has found every item needed to complete their project, accurately scan every item, accept payment from customers (cash, check, gift card, debit/ credit card, or pay pal), and thank customers for choosing Home Depot
- Overall give fast, fun, and friendly customer service.
Customer Service Representative
Dialog Direct
12.2016 - 03.2017
- Serviced United Healthcare Medicare Advantage and Retirement members
- Answered questions about claims, authorizations, referrals, benefits, eligibility, billing, and payment
- Assisted members in finding a doctor
- Updated member demographics
- Assisted members in understanding plan information
- Specialized in First Call Resolution and assisting customers in living healthier lives.
Licensed Health Insurance Agent
10.2016 - 12.2016
- Assisted Medicare-eligible individuals telephonically
- Marketed United Healthcare Medicare Advantage and Prescription Drug plans in the states from which Consumers called, and in which the Agent is licensed and appointed
- Educated consumers on the Medicare plans available that best meet their needs
- Qualify for meetings and appointments
- Provide objective information pertaining to coverage, annual notice of chance, pharmacy/network coverage, and drug formularies
- Secure compliant enrollment into appropriate plan.
Customer Service Representative
01.2016 - 10.2016
- Serviced Blue Care Network members and providers
- Answered questions about claims, authorizations, referrals, benefits, eligibility, billing, and payment
- Assisted members in finding a doctor
- Updated member demographics
- Assisted members in understanding plan information
- Specialized in First Call Resolution.
Medication Coordinator
Quest, Inc.
02.2014 - 08.2015
Education
High School Diploma -
Southfield High School
Southfield, MISkills
- Verbal and Written Communication
- Performance Improvement
- Coaching and Mentoring
- File and Records Management
- Salesforce
- Interviewing
- Schedule Management
- Complaint Resolution
- Report Preparation
- Database Management
- Cost Allocating
- Client Needs Assessment
Accomplishments
- The Home Depot- Received 4 Homer Awards for giving great customer service.
- 2 additional Homer Awards received for Cashier of the Month, June 2015, and asset protection assistance.
- Great Customer Service Apron - for outstanding customer service 2015.
- Dialog Direct- Graduated top of the class from a rigorous 8-week Blue Care Network training course.
- Received numerous WOW and World Class Calls.
- Passed Quality monthly.
Certifications Education
- International Business Training Association, Miami, FL, Certified Business Professional- Customer Service
- Kaplan, Southfield, MI, Licensed Life & Health Producer
- Southfield High School, Southfield, MI, High School Diploma
Certification
International Business Training Association, Miami, FL
Certified Business Professional- Customer Service
Kaplan, Southfield, MI
Licensed Life & Health Producer
Timeline
Unemployment Claims Specialist (Contractor)
Downriver Community Conference (Detroit At Work)
04.2020 - 12.2021
Front Desk Academy Leadership Team Member
Downriver Community Conference (Detroit at Work)
04.2020 - 11.2021
Career Center Representative / Career Specialist
Downriver Community Conference (Detroit At Work)
10.2019 - Current
Customer Service Associate
Southwest Economic Solutions
04.2017 - 09.2019
Customer Service Representative
Dialog Direct
12.2016 - 03.2017
Licensed Health Insurance Agent
10.2016 - 12.2016
Customer Service Representative
01.2016 - 10.2016
Cashier
The Home Depot
04.2015 - 04.2017
Medication Coordinator
Quest, Inc.
02.2014 - 08.2015
High School Diploma -
Southfield High School
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