Shaniquia Johnson-Williams
Dublin,GA
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, ad providing customized solutions to build loyalty. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Randstad
Remote
03.2023 - Current
- Educated clients about health insurance coverage options, benefits and costs.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Responded to customer inquiries regarding health insurance coverage and policies to assist with informed decision-making.
Insurance Customer Service Representative
Evolent Health
01.2013 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Developed and actualized customer service initiatives to decrease wait times.
- Executes excellent sales floor merchandising and selling.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Maintained clean personal appearance, modeled store's outfits when working clothing department settings and wore uniforms per company policy.
- Resolved concerns with products or services to help with retention and drive sales.
- Demonstrated items to customers and created customer awareness, interest and sales.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Collaborated with store management and program leadership to suggest actionable improvements and corrective action plans.
- Boosted sales revenue by skillfully promoting diverse service options.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Resolved or escalated problem tickets to resolve user issues.
- Installed system updates to address vulnerabilities and reduce security issues.
- Diagnosed, troubleshot and resolved network and system problems.
- Improved systems with addition of new features and infrastructure.
- Researched and adopted new technologies to add value to existing offerings.
- Investigated system issues and implemented resolutions to reduce downtime.
- Planned computer systems using information engineering, data modeling, and structured analysis.
- Educated stakeholders on data protection tactics to reduce breaches.
- Presented business leaders with ROI estimations to drive project planning.
- Monitored employee tasks to gauge business functions and inefficiencies.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Responded to customer requests for products, services, and company information.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Completed customer applications and updated records to reflect current information.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
- Assisted clients in filing claims, coordinating with adjusters to expedite the process and secure fair settlements.
- Assisted customers with completing insurance documents to avoid missed information.
Customer Service Representative
Apple
Remote
05.2017 - 08.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
Education
Medical Terminology -
Penn Foster Career School
Scranton, PAHigh School Diploma -
Swainsboro High School
Swainsboro, GA05.2012
Skills
Customer Service
Problem-solving abilities
Active Listening
Critical Thinking
Data Entry
Customer Relations
Problem Resolution
Call center experience
Computer Proficiency
Conflict Resolution
Complaint Handling
Microsoft Excel
Client Relations
Customer satisfaction measurement
Professional telephone demeanor
Microsoft Outlook
Scheduling
Follow-up skills
Call Management
Product Knowledge
Paperwork Processing
Appointment Scheduling
Team Development
Documentation
Administrative Support
Certification
- Certified Business Management
- Certified Medical Terminology
- Data Analyst Certification
Timeline
Customer Service Representative
Randstad
03.2023 - Current
Customer Service Representative
Apple
05.2017 - 08.2019
Insurance Customer Service Representative
Evolent Health
01.2013 - Current
Medical Terminology -
Penn Foster Career School
High School Diploma -
Swainsboro High School