Shaquelle Williamson
High Point,NC
Summary
Dynamic customer service professional with extensive experience at Prime Therapeutics LLC, adept at resolving complex inquiries and enhancing customer relations. Proven ability to communicate effectively and maintain compliance while managing sensitive information. Skilled in CRM systems and committed to delivering exceptional service, ensuring customer satisfaction and loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Specialist
Prime Therapeutics LLC
03.2026 - Current
- Resolved member inquiries regarding pharmacy benefits, claims, and coverage requirements.
- Interpreted plan details to explain copays, prior authorizations, and prescription statuses.
- Documented customer interactions accurately in CRM systems and case notes.
- Adhered to HIPAA guidelines while handling sensitive member information.
Benefits Administrator
Bswift
High Point, NC
08.2025 - 11.2025
- Administered employee benefits enrollments, changes, and terminations with accuracy across HRIS and carrier systems.
- Resolved eligibility, billing, and coverage issues by coordinating with employees, carriers, and internal teams.
- Processed COBRA, FSA, and HSA transactions while maintaining compliance with plan requirements and deadlines.
- Audited benefits data and carrier files to identify discrepancies and correct enrollment errors.
Eligibility Specialist
Davidson County Department of Social Services
Lexington, NC
06.2023 - 04.2025
- Determined program eligibility for Medicaid, Food and Nutrition Services, and Work First cases using verified client information.
- Interviewed applicants to gather household, income, and asset details for accurate benefit decisions.
- Reviewed supporting documentation and case records to ensure compliance with DSS policy and program requirements.
- Entered eligibility data into NC FAST and maintained accurate, timely case updates.
Seasonal Customer Service Representative
VF Corp, Appleton WI
Remote
01.2021 - 06.2023
- Resolved customer inquiries through phone, email, and chat using company service standards.
- Processed orders, returns, and exchanges while maintaining accurate records in CRM systems.
- Escalated complex issues to appropriate departments and tracked follow-up through resolution.
- Explained product details, policies, and shipping information to support informed customer decisions.
Email Support Representative
Alorica
Greensboro, NC
09.2016 - 01.2021
- Responded to customer inquiries through email, resolving account, order, and service issues with accurate information.
- Documented cases in CRM systems, maintaining clear notes and updated customer records for follow-up.
- Tracked ticket queues, prioritizing urgent emails and meeting service level expectations.
- Applied company policies to process requests, refunds, and account changes consistently.
Education
Associate of Science - Business Administration
Davidson County Community College
Lexington, NC05.2024
Skills
Customer service
Good communication skills
Customer relations
Call center experience
Timeline
Customer Service Specialist
Prime Therapeutics LLC
03.2026 - Current
Benefits Administrator
Bswift
08.2025 - 11.2025
Eligibility Specialist
Davidson County Department of Social Services
06.2023 - 04.2025
Seasonal Customer Service Representative
VF Corp, Appleton WI
01.2021 - 06.2023
Email Support Representative
Alorica
09.2016 - 01.2021
Associate of Science - Business Administration
Davidson County Community College