Shay Williams
Virginia Beach,VA
Summary
Highly-motivated employee with a desire to take on new challenges. Experienced providing customer facing support across the fashion, technology and insurance industries. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
15
15
years of professional experience
Work History
Bodily Injury Adjuster
GEICO
11.2021 - 07.2023
- Conducted investigations and negotiated settlement for bodily injury claims from personal auto incidents
- Ensured accurate determination of policy coverage, liability, and extent of injuries through conducting thorough investigations and negotiations for bodily injury claims associated with personal auto incidents
- Delivered updates on claims process, status, and outcomes to customers via phone calls,email,and text message ensuring effective communication characterized by empathy and professionalism
- Effectively facilitated the resolution of legal conflicts by engaging in productive negotiations with attorneys
- Effectively managed a high-volume caseload in a fast-paced environment, consistently meeting deadlines and surpassing expectations
- Ensured compliance with regulations and company standards while drafting legal documents like Property Damage and Bodily Injury releases
- Conducted comprehensive review of contract language to ensure precise claim processing by identifying policy exclusions
- Consistently exceeded case closure goals by 50% during the first four months by efficiently managing and resolving cases
- Conducted thorough assessments of medical billing and forms to ensure the correct assignment of ICD-9, ICD-10, and pertinent treatment codes, resulting in precise claim evaluation.
- Managed processing of medical payments, guaranteeing timely and accurate disbursement to providers and patients
- Facilitated fair and prompt claims resolution by analyzing policy language for coverage and exclusion
Liability Adjuster
GEICO
01.2019 - 11.2021
- Conducted investigations to assess policy coverage, liability, and injuries, facilitating claims resolution. Communicated process, updates, and outcomes to customers through phone, email, and text
- Demonstrated strong negotiation abilities by securing positive outcomes through monetary settlement negotiations with attorneys on behalf of policyholders
- Promoted customer satisfaction by maintaining prompt and professional written and verbal communication, showing empathy towards all stakeholders. Established positive relationships
- Drafted legally sound Property Damage releases while complying with regulations and company standards
- Leveraged contract analysis skills to identify and rectify policy exclusions, minimizing risk exposure and improving claim processing accuracy
- Consistently achieved an annual 70% increase in case closures, highlighting outstanding efficiency and performance in caseload management.
- Ensured accuracy and completeness in claim documentation by evaluating medical billing and forms for proper coding (ICD-9, ICD-10)
- Ensured accurate and timely processing of medical payments, resulting in seamless claim settlements
- Enhanced claims resolution by offering expertise in policy language analysis to determine coverage and exclusions
Member Services Representative
BroadPath Healthcare Solutions
11.2018 - 01.2019
- Provided account management support to health plan members
- Delivered outstanding support to customers by efficiently addressing their inquiries, resolving issues related to benefits and eligibility through diverse communication channels including email, phone, and chat
- Maintained strict adherence to HIPAA laws and regulations while reviewing and analyzing medical claims, ensuring confidentiality throughout the process
- Efficiently organized and managed accurate documentation for providers and clients, optimizing record-keeping procedures
- Consistently resolved a high volume of customer support requests by effectively demonstrating empathy and problem-solving skills
- Achieved customer understanding and satisfaction by clearly and articulately communicating effective solutions.
- Utilized CRM (Customer Relationship Management) and other support tools to effectively handle customer interactions, monitor issues, and ensure detailed record-keeping.
- Sustained a consistent level of quality and reliability by meticulously entering data and conducting regular reviews to ensure the accuracy and completeness of support tool documents
Remote Project Manager and Analyst
Kelly Services
10.2015 - 03.2018
- Conducted regular reporting tasks and evaluated data to identify site-wide training and shift scheduling needs for Apple advisors, safeguarding budgets.
- Performed regular trend analysis on the company's work from home platform, employing a variety of custom-built scripts and programs.
- Created data-driven Excel reports to evaluate and communicate staffing needs across the organization
- Developed Standard Operating Procedures based on customer research to enhance training across the organization
- Collaborated with cross-functional teams to meet deadlines in a fast-paced environment.
Remote Payroll and Project Coordinator
Kelly Services
07.2015 - 10.2015
- Utilized custom-built scripts and programs to analyze daily trends across the company's work-from-home site, providing valuable insights for decision-making and optimization.
- Produced comprehensive Excel reports containing actionable data used to assess and report site-wide staffing requirements, enabling effective resource allocation and management.
- Developed and implemented Standard Operating Procedures (SOPs) based on customer research and in collaboration with cross-functional teams, ensuring consistency and efficiency in operations company-wide.
- Engaged in dynamic collaboration with cross-functional teams in a fast-paced environment, effectively prioritizing tasks and meeting tight deadlines to achieve shared objectives.
Remote Apple Tier 1 Technical Support Representative
Kelly Services
07.2014 - 07.2015
- Delivered comprehensive technical support to customers through various channels, including chat, email, and phone, addressing inquiries related to troubleshooting, application installation, and software updates on a variety of devices
- Provided personalized assistance tailored to individual customer needs, ensuring a positive and satisfactory experience throughout interactions
- Exhibited exceptional reliability and strong written communication skills in resolving customer issues via chat, always maintaining professionalism and clarity
- Responded promptly to customer inquiries and adeptly resolved technical issues with patience and expertise, effectively bridging cultural boundaries while assisting international customers
- Utilized multiple customer support and ticketing systems proficiently to streamline processes and maximize efficiency in resolving customer concerns
- Attained consistently high rankings in monthly customer survey results, reflecting dedication to delivering exceptional service and resolving customer issues effectively
- Proactively sought out cross-training opportunities to expand product knowledge and enhance technical skills, demonstrating a commitment to continuous learning and professional development
Stylist and Personal Shopper
Closet Envy
03.2014 - 07.2014
- Provided guidance in wardrobe and accessory choices for clients.
- Assisted in optimizing merchandising and organization of the sales floor
- Crafted visually appealing displays to enhance customer experience
- Assisted with front of house cash handling for client transactions and processed phone transactions.
- Provided personal styling services, creating wardrobe looks for clients' special occasions including weddings, banquets, and black tie events.
- Ensured the organization and accuracy of client lists on a regular basis
- Contributed to the development of a strong online presence through coordinating local marketing efforts, utilizing social media platforms and public promotions.
Overnight E-Commerce Supervisor
NewYorkDress.com
07.2011 - 12.2013
- Provided troubleshooting assistance, delegated assignments, and conducted monthly training to manage a staff of 10 during the overnight shift
- Efficiently managed high volumes of daily international orders, strengthening relationships with customers and international account representatives
- Drove a significant 30% growth in international orders
- Achieved higher rate of timely settlement for return orders
- Provided customer support for evening fashion choices through various channels including online platforms, emails, and phones.
- Coordinated orders with product vendors to ensure a seamless supply of garments and accessories
- Created and maintained daily reports using Microsoft Office
Visual Merchandiser
TOPSHOP
09.2010 - 07.2011
- Assisted in creating visual displays
- Assisted in the merchandising and organization of the sales floor.
- Executed creative and eye-catching designs for store visuals including full mannequin looks in display windows
- Assisted customers with wardrobe selections
Design Assistant & Stylist
ARTIFACTS NEW YORK
10.2008 - 06.2011
- Assisted in brand edits and production requirements for seasonal collections, under the guidance of the creative director.
- Streamlined preparations and logistics for successful execution of New York Fashion Week shows and events
- Utilized strong market research skills to provide accurate forecasting guidance for optimal client satisfaction.
- Delivered personalized wardrobe styling support to clients for various purposes such as photo sessions and public appearances
- Oversaw scheduling of brand meetings, showcasing collections, and coordinating buyer appointments.
- Successfully developed and maintained an engaging online image for collections through active use of Twitter and Facebook.
- Enhanced client satisfaction by effectively bridging the gap between lead designer and clients
- Supported the launch of a retail space in Atlanta, GA
- Successfully coordinated and managed the company's annual charity event in Atlanta, GA
Education
Bachelor of Science - Business Management
Hampton University
Associates of Arts - Fashion Business Management
Fashion Institute of Technology
Skills
- Customer Service
- Communication Skills
- Problem-Solving
- Multichannel Support
- CRM/Support Tool Experience
- Technical Troubleshooting
- Microsoft Office Programs
- Negotiation
- Technical knowledge
- Creative Thinking
- Relationship Building
- Teamwork and Collaboration
- Customer Consultation
- Brand Promotion
- Marketing understanding
- Marketing Communications
- Data Collection
- Project Management
- Team Collaboration
- Adaptability and Flexibility
- Task Prioritization
- Analytical Skills
Timeline
Bodily Injury Adjuster
GEICO
11.2021 - 07.2023
Liability Adjuster
GEICO
01.2019 - 11.2021
Member Services Representative
BroadPath Healthcare Solutions
11.2018 - 01.2019
Remote Project Manager and Analyst
Kelly Services
10.2015 - 03.2018
Remote Payroll and Project Coordinator
Kelly Services
07.2015 - 10.2015
Remote Apple Tier 1 Technical Support Representative
Kelly Services
07.2014 - 07.2015
Stylist and Personal Shopper
Closet Envy
03.2014 - 07.2014
Overnight E-Commerce Supervisor
NewYorkDress.com
07.2011 - 12.2013
Visual Merchandiser
TOPSHOP
09.2010 - 07.2011
Design Assistant & Stylist
ARTIFACTS NEW YORK
10.2008 - 06.2011
Bachelor of Science - Business Management
Hampton University
Associates of Arts - Fashion Business Management
Fashion Institute of Technology
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