Shanntaqwayla Williams
Tampa,FL
Summary
Professional with strong background in customer relations, adept at resolving complex issues and enhancing client satisfaction. Skilled in communication, problem-solving, and time management, ensuring seamless service delivery. Collaborative team player, adaptable to changing requirements, consistently driving results and fostering positive work environment.
Overview
12
12
years of professional experience
Work History
Customer Service Specialist
Cigna Healthcare
09.2022 - Current
- Managed high-volume customer inquiries through multiple communication channels, ensuring timely resolutions.
- Developed training materials for new team members, enhancing onboarding processes and knowledge retention.
- Analyzed customer feedback to identify trends, contributing to service improvement initiatives and enhanced client satisfaction.
- Collaborated with cross-functional teams to streamline processes, resulting in increased operational efficiency and reduced response times.
- Advocated for patients' needs, ensuring timely access to healthcare services.
- Developed and implemented care plans in collaboration with multidisciplinary teams.
Customer Service Representative
Maximus Health Services
06.2016 - 09.2022
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted in training new staff on customer service protocols and best practices.
- Streamlined workflow processes to enhance efficiency and response times for client issues.
- Managed escalated customer complaints, ensuring timely resolutions and satisfaction.
- Managed high-volume inbound calls while ensuring customer satisfaction and issue resolution.
- Provided accurate product information and troubleshooting support to enhance customer experience.
Peoples Manager
McDonald's
11.2013 - 06.2016
- Led team development initiatives to enhance employee performance and engagement.
- Streamlined operational processes to improve service efficiency during peak hours.
- Mentored staff on best practices for customer service and conflict resolution.
- Implemented training programs that increased team productivity and morale.
- Conducted regular performance evaluations to identify areas for improvement.
- Managed purchasing, sales, marketing and customer account operations efficiently.
Education
GED -
Brandon High School
Brandon, FL06-2015
Skills
- Good communication skills
- Customer relations
- Call center experience
- Multitasking
- Patient care
- Organizational skills
- Customer support
- Financial transactions
Timeline
Customer Service Specialist
Cigna Healthcare
09.2022 - Current
Customer Service Representative
Maximus Health Services
06.2016 - 09.2022
Peoples Manager
McDonald's
11.2013 - 06.2016
GED -
Brandon High School