Rashelle DeMars Williams
Tarzana,CA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Aetna
Plymouth, MN
11.2014 - 07.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction Number%.
Direct Support Professional
Pheonix Behavioral Health Service Of Georgia
Roseville, MN
04.2006 - 11.2014
- Assisted disabled clients to support independence and well-being.
- Maintained clean, safe and well-organized patient environment.
- Monitored progress and documented patient health status changes to keep care team updated.
- Administered medication as directed by physician.
Direct Support Professional
Wingspan Life Resources
Roseville, MN
12.2005 - 10.2013
- Assisted disabled clients to support independence and well-being.
- Maintained clean, safe and well-organized patient environment.
- Monitored progress and documented patient health status changes to keep care team updated.
- Administered medication as directed by physician.
Education
Under Grad - Psychology Addiction Studies
West Los Angeles College
Culver City, CA04.2021
CNA Certification - CNA
Red Cross Nursing
Saint Paul,MN04.2005
Skills
- Skilled in Microsoft Office
- Team-Oriented and Cooperative
- Recommending Solutions
- Sales Quota Achievement
- Answering Emails
- Customer Information Databases
- Corrective Actions
- Proactive Self-Starter
- Microsoft PowerPoint
- Critical Thinking
- Billing Adjustments and Refunds
- Promoting Brand and Company Identity
- Assisting Dispatch
- Oracle EnterpriseOne
- Livechat Messaging
- First-Tier Technical Support
- Proficiency in Microsoft Office and G Suite
- Call Volume and Quality Metrics
- Policy and Procedure Adherence
- Promotional Information
- Complaint Response
- Document and Records Management
- Merchandise Orders and Exchanges
- Administrative and Office Support
- Statement Billings
- Legal Terminology
- Punch Lists
- Generating Receipts
- Establishing and Maintaining Customer Relationships
- Computer Proficiency
- Patient and Empathetic
- Insurance Recommendation
- Sales and Upselling
- Dispatching Workers
- Mobility Devices
- Provider Relations
- Directing Calls
- Excellent Attention to Detail
- Online Chat
- Query Escalation
- Complex Product Knowledge
- Membership Registrations
- Solving Customer Concerns
- Cultural Awareness
- Microsoft Exchange
- Correcting Discrepancies
- Document Conversion
- Report Creation
- Educational Opportunities
- Telephone Management
- Report Preparation
- Cash Register Operations
- Merchandise Arrangements
- Information Inputting
- Inquiry Requests
- Credit Card Payment Processing
- Call Transfers
- Customer Inquiry Response
- Teller Transactions
- Customer Service and Assistance
- Consulting Supervisors
- Answering Customer Questions
- Inbound and Outbound Calling
- Needs Assessment
- Upbeat and Positive Personality
- Efficient and Detail-Oriented
- Issue and Complaint Resolution
- Customer Retention Strategies
- Building Customer Trust and Loyalty
- Courteous with Strong Service Mindset
- Calm and Professional Under Pressure
- Responding to Difficult Customers
- Customer Account Management
- Data Entry and Maintenance
- Understanding Customer Needs
- Customer Data Confidentiality
- Call Documentation
- Upselling Products and Services
Certification
- First Aid/CPR Certified
- Home Health Care Certified
- CCAPP ethics training completed and Certified just have to complete the rest
CPR
Home Health Care Certified
Timeline
Customer Service Representative
Aetna
11.2014 - 07.2022
Direct Support Professional
Pheonix Behavioral Health Service Of Georgia
04.2006 - 11.2014
Direct Support Professional
Wingspan Life Resources
12.2005 - 10.2013
Under Grad - Psychology Addiction Studies
West Los Angeles College
CNA Certification - CNA
Red Cross Nursing
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