Summary
Overview
Work History
Education
Skills
City
State
Zip
Street
Timeline
Generic

Shakira Williamson

Sunrise,FL

Summary

Experienced customer service professional with 15+ years in high call volume environments and call centers. Proven track record in team management, administrative work, and customer service, demonstrating strong attention to detail and self-direction. Adept at fostering a collaborative and supportive work environment, enhancing team productivity and operational efficiency.

Overview

15
15
years of professional experience

Work History

Receptionist

Intake Desk
05.2022 - Current
  • Answer 50+ incoming calls, directing clients to individuals addressing specific needs.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Perform quality checks to uphold high service standards.
  • Dispatch legal mail promptly, ensuring accurate delivery.

Healthcare Supervisor

Teleperformance
02.2018 - 05.2022
  • Managed and Trained 30+ new hires
  • Enhanced staff performance through regular training sessions and performance evaluations.
  • Handled escalated customer complaints effectively from Medicare and Medicaid members
  • Create new and Checked status for authorizations
  • Create appeals and grievances
  • Take payments, Setup SSA deductions, Update member accounts and PCP
  • Check medication coverage

Healthcare Team Lead/ Trainer

Connexion Point
10.2016 - 01.2018
  • Led Medicare enrollment, monitored call queues, and ensured compliance, enhancing team efficiency.
  • Conducted training sessions, improving team productivity and call accuracy.
  • Implemented in-house training program, resulting in measurable skill improvements.
  • Participated in calibration calls, aligning team performance with campaign goals.
  • Mentored 50+ team members, fostering a collaborative and supportive work environment.

Quality Assurance/ Customer Service

Alorica
09.2012 - 10.2016
  • Maintain calendar dates
  • Pull closed files for monthly audits to identify gaps in performance
  • Provide monthly reports of scan counts and productivity scores
  • Log biweekly time using Employee Information System & ensure payroll is accurate
  • Key participant in client presentations & focus groups and providing training
  • Developed educational materials used to train staff on QA standards.

Customer Service

Cross Country Home Service
03.2009 - 08.2012
    • Handle and route calls, ensuring swift and precise service
    • Organize and update email records for easy access
    • Dispatch legal mail promptly, ensuring accurate delivery
    • Review and delegate voicemails for quick follow-up
    • Perform quality checks to uphold high service standards
    • Led Medicare enrollment, monitored call queues, and ensured compliance, enhancing team efficiency
    • Conducted training sessions, improving team productivity and call accuracy
    • Implemented in-house training program, resulting in measurable skill improvements
    • Participated in calibration calls, aligning team performance with campaign goals
    • Mentored team members, fostering a collaborative and supportive work environment
    • Handled inbound/outbound calls, ensuring high customer satisfaction and resolving issues promptly
    • Managed email, scanning, copying, and faxing tasks efficiently, supporting seamless office operations
    • Processed and distributed daily mail accurately, enhancing departmental workflow
    • Assigned and set up claims, facilitating timely and accurate processing
    • Scheduled and organized technician appointments, optimizing service delivery and customer convenience
    • Handled customer complaints effectively, achieving a 20% increase in customer satisfaction ratings.

Education

Medical Assistant -

Florida Career College
Fort Lauderdale, FL
01.2012

High School Diploma -

Miami Carol City Senior High
Miami, FL
06.1999

Skills

    • Administrative work
    • Coaching
    • Developing
    • Customer Service
    • Team leadership
    • Team management
      • Detail-oriented
      • Quality Assurance
      • Email Management
      • Call Handling
      • Legal Mail Processing

City

Sunrise

State

FL

Zip

33313

Street

Sunrise

Timeline

Receptionist

Intake Desk
05.2022 - Current

Healthcare Supervisor

Teleperformance
02.2018 - 05.2022

Healthcare Team Lead/ Trainer

Connexion Point
10.2016 - 01.2018

Quality Assurance/ Customer Service

Alorica
09.2012 - 10.2016

Customer Service

Cross Country Home Service
03.2009 - 08.2012

Medical Assistant -

Florida Career College

High School Diploma -

Miami Carol City Senior High

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Shakira Williamson