Summary
Overview
Work History
Education
Skills
Timeline
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Scott Williams

321 E. Edgewood Blvd Apt 7 Lansing,Michigan

Summary

Personable and dedicated Customer Service Lead Representative with extensive experience in Call Center settings. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients and motivating team members. Driven to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for exceptional customer service and hitting benchmarks consistently.

Overview

6
6
years of professional experience

Work History

Atypical Provider Support Lead Representative

Maximus, Inc
East Lansing, MI
01.2023 - Current
  • Coached team members on best practices for delivering exceptional customer service.
  • Answered questions and resolved concerns for customer support.
  • Assisted with the development of new processes.
  • Resolved escalated customer issues in a timely manner.
  • Developed and implemented strategies to improve customer satisfaction levels.
  • Provided leadership to a team of customer service representatives.
  • Monitored performance metrics to identify areas for improvement.
  • Conducted regular staff meetings to ensure team goals were met.
  • Managed daily operations, including statistical metrics of team members.
  • Handled complaints from customers regarding payments and service issues.
  • Demonstrated exceptional service skills by going above and beyond to satisfy customers on phone.
  • Utilized broad knowledge to recommend solutions to customers.
  • Maintained activity records in CRM system.
  • Maintained positive working relationship with fellow staff and management.
  • Displayed strong telephone etiquette, effectively handling difficult calls.

Provider Support Service Representative (CSR 2)

Maximus, Inc.
Lansing, Michigan
02.2018 - Current
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Engaged in conversation with Medicaid Providers to understand needs, resolve issues and answer questions.
  • Exceeded established service goals while leveraging customer service and quality customer service.
  • Referred unresolved customer grievances to designated departments for further investigation.

Customer Support Call Center Representative

Maximus, Inc
East Lansing, MI
06.2018 - 03.2020
  • Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
  • Developed effective working relationships with team members.
  • Attended regular training sessions on updates and changes within the organization.
  • Answered incoming calls from customers and provided assistance with eligibility inquiries, fraud, and other customer service related issues.
  • Resolved customer complaints in a timely manner to ensure customer satisfaction.
  • Assisted customers with navigating the company's website to locate desired information.
  • Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
  • Maintained high levels of professionalism while interacting with customers via phone.

Education

Associate of Science - Health Administration

Baker College
Jackson
06.2012

High School Diploma -

Northwest High School
Jackson, MI
06.1991

Some College (No Degree) - Political Science

Western Michigan University
Kalamazoo, MI

Skills

  • Calm and Professional Under Pressure
  • Customer Data Confidentiality
  • Understanding Customer Needs
  • Responding to Difficult Customers
  • Courteous with Strong Service Mindset
  • CRM Software
  • Upbeat and Positive Personality
  • Call Documentation
  • Building Customer Trust and Loyalty
  • Customer Service
  • Verbal and Written Communication

Timeline

Atypical Provider Support Lead Representative

Maximus, Inc
01.2023 - Current

Customer Support Call Center Representative

Maximus, Inc
06.2018 - 03.2020

Provider Support Service Representative (CSR 2)

Maximus, Inc.
02.2018 - Current

Associate of Science - Health Administration

Baker College

High School Diploma -

Northwest High School

Some College (No Degree) - Political Science

Western Michigan University

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Scott Williams