Summary
Overview
Work History
Education
Skills
Timeline
Volunteer
Rhiannon Williams

Rhiannon Williams

Member Services Specialist
Slidell,LA

Summary

  • To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Dedicated Customer Care professional with history of meeting company goals utilizing consistent and organized practices and by implementing personal skills such as working under pressure and adapting to new situations and challenges with ease and confidence.

Overview

13
13
years of professional experience

Work History

Customer Service Representative

HealthComp LLC
Covington, LA
09.2022 - Current
  • Answered incoming phone calls from health insurance policyholders and providers to inform, educate and verify eligibility, benefits, and correct claims submission information.
  • Utilized several different web based applications and software to verify insurance benefits and coverage
  • Answered constant flow of calls with minimal wait times and responded to member and health provider requests promptly.
  • Observed strict procedures in compliance with HIPPA guidelines to maintain data and plan participant confidentiality.
  • Updated account information and documented all interactions and transactions for accurate, up-to-date records
  • Utilized CRM software as well as Microsoft Teams, Outlook, and many other applications.
  • Explained benefits to plan participants and healthcare providers in easy to understand terms in order to educate each on plan information and coverage.
  • Acted as a liaison between clients, healthcare providers and billing offices.

Dispatcher

Spirit Logistics Network
Mandeville , LA
03.2022 - 08.2022
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Served as mediator when appropriate to settle conflicts and discrepancies between field personnel and management.
  • Responded to over 100 daily caller requests with information about assistance and timeframes.
  • Facilitated communications between customers and field personnel to answer questions or resolve concerns.
  • Closely monitored dispatch board.
  • Directed dispatching, routing and tracking of 100+ fleet vehicles daily.
  • Directed dispatching, routing, and tracking of Number fleet vehicles.
  • Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
  • Tracked delivery progress to identify possible delays and provide real-time updates to customers.
  • Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
  • Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
  • Preserved accurate records of dispatched orders, deliveries and receipts.

Technical Support Call Center Representative

Iqor
Meridian, MS
04.2018 - 06.2019
  • Answered 150+ inbound calls, facing a variety of issues.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Managed high levels of call flow and responded to many technical support needs.
  • Followed a call flow script during calls, maintained a professional attitude and empathetic tone while walking through each troubleshooting step with the customers.
  • Accurately documented support interactions.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Managed high levels of call flow and responded to Type technical support needs.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Documented support interactions for future reference.

Online Grocery Associate

Walmart
Slidell , LA
01.2021 - 03.2022
  • Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
  • Consistently met deadlines and quality goals for accuracy and timeliness.
  • Maximized efficiency by scanning items quickly and completing as many as 150 orders per hour.
  • Reviewed customer orders closely to locate desired items and checked app regularly to identify changes.
  • Tracked substitutions and informed customers of changes.

Education

Dental Assisting

Antonelli College - Hattiesburg
Hattiesburg, MS

General Studies

Pearl River Community College
Poplarville, MS

Diploma -

Collins High School
Collins, MS
05.2009

Skills

  • Call Volume and Quality Metrics, consistently maintaining call audit scores of 96% and above
  • Inbound and Outbound Call Center
  • Data Entry and Accurate Documentation
  • Efficient, Observant, and Detail-Oriented
  • Upbeat and Positive Personality
  • Open and comfortable in diverse environments
  • First-Tier Technical Support
  • Proficiency in Microsoft Office & other programs
  • Critical Thinking and Creative Solutions
  • Impressive De-Escalation Techniques
  • Customer Communication and Empathy
  • Interpersonal Skill Development
  • Interpersonal Communication Skills
  • Adaptability and Flexibility
  • HIPAA Requirements
  • Incoming Call Management
  • Active Listening
  • Customer Service
  • Typing Proficiency
  • Managing Multiple Tasks
  • Multi-Line Phone Talent
  • Conflict Resolution
  • Document Control
  • Technical Support
  • Problem-Solving Ability
  • Professional Telephone Demeanor
  • Call Center Operations
  • CRM Software
  • Office Equipment Proficiency
  • Research
  • Documentation
  • Spreadsheets
  • Administrative and Office Support

Timeline

Customer Service Representative

HealthComp LLC
09.2022 - Current

Dispatcher

Spirit Logistics Network
03.2022 - 08.2022

Online Grocery Associate

Walmart
01.2021 - 03.2022

Technical Support Call Center Representative

Iqor
04.2018 - 06.2019

Dental Assisting

Antonelli College - Hattiesburg

General Studies

Pearl River Community College

Diploma -

Collins High School

Similar Profiles

CREATE PROFILE
Rhiannon WilliamsMember Services Specialist