Shanaya Williams
Midway,GA
Summary
Results-driven customer service professional with a proven track record of delivering exceptional client experiences. Skilled in managing high volume interactions across multiple channels, maintaining an average customer satisfaction score above 95%.
Overview
2018
2018
years of professional experience
Work History
Onboarding Specialist
Nsight Health
Remote
2025 - 2026
- Conduct onboarding calls with patients to guide them through the setup and usage of medical devices
- Educate patients on the importance of monitoring their vital readings and how to interpret the results
- Provide clear instructions and troubleshooting assistance to patients experiencing difficulties with device setup or usage
- Document all interactions and patient responses accurately in the EHR
- Delivered efficient service in a fast-paced environment, handling 75–100 calls per day while maintaining high accuracy and meeting all established KPIs and quality benchmarks.
- Identify barriers to adherence and work collaboratively with patients to develop strategies for overcoming them
- Collaborate with healthcare providers to communicate patient progress, concerns, and any necessary follow-up actions
- Stay updated on new developments in medical devices and best practices for patient education and support
Customer Service Agent
Ascent Professional Staffing
Remote
2021 - 2024
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume call traffic while maintaining quality and accuracy in service delivery.
- Utilized CRM software to track interactions, improving response times and service quality.
- Coordinated with cross-functional teams to resolve complex issues, streamlining support processes for efficiency.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Customer Support Representative
Ex-cu Search Group
New York
01.2015 - 01.2018
- Assisted educators in implementing individualized education plans for diverse student needs.
- Supported classroom management by facilitating engaging and organized learning environments.
- Collaborated with teachers to develop instructional materials that enhance student understanding.
- Utilized educational technology tools to streamline lesson delivery and track student progress.
- Led small group instruction, fostering academic growth among students with varying abilities.
- Evaluated student performance and provided constructive feedback to enhance learning outcomes.
Education
AAS - Communications
Westchester College
Skills
Data entry
Problem resolution
Outstanding communication skills
Zen desk,
CRM,Salesforce,Zendesk
Data entry -80 WPM
HIPPA Compliance
Microsoft Office / Google Workspace
Timeline
Customer Support Representative
Ex-cu Search Group
01.2015 - 01.2018
Onboarding Specialist
Nsight Health
2025 - 2026
Customer Service Agent
Ascent Professional Staffing
2021 - 2024
AAS - Communications
Westchester College