SIMONE WILLIAMS
Savannah,GA
Summary
Customer Support professional with experience serving as the first point of contact in fast-paced environments. Skilled in handling email, chat, and phone inquiries, resolving product-specific issues, and collaborating cross-functionally to improve customer experience and operational processes.
Overview
5
5
years of professional experience
Work History
Technical Support Specialist
Savannah Technical College
Savannah, GA
01.2025 - Current
- Serve as the first point of contact for students, faculty, and staff by phone and ticketing systems, resolving technical issues efficiently in a fast-paced environment.
- Developed user guides and FAQs to facilitate self-service options for common technical problems.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
Patient Account Support Specialist
SorcePoint
Remote
01.2024 - 01.2025
- Acted as the primary point of contact for patients, handling inbound and outbound inquiries and driving timely resolutions.
- Coordinated complex, product-specific account issues by engaging internal teams and external stakeholders.
- Maintained detailed documentation while managing multiple cases in a remote, fast-paced setting.
- Met performance and quality benchmarks in a metrics-driven remote environment.
Patient Services & Insurance Support Specialist (Remote)
McKesson
Remote
01.2023 - 01.2024
- Served as a customer support liaison for patients and providers, resolving coverage and authorization inquiries.
- Handled high-volume calls while maintaining accuracy, compliance, and empathetic communication.
- Collaborated with cross-functional departments to improve turnaround times and customer satisfaction.
- Ensured proper documentation and adherence to company and regulatory guidelines.
Customer Support Representative (Remote)
Brasseler USA
01.2021 - 01.2023
- Provided first-level customer support by phone, managing inquiries and resolving issues with efficiency and care.
- Documented detailed interaction notes and ensured follow-through until resolution.
- Thrived in a high-volume, remote environment while consistently meeting quality and performance standards.
- Maintained strong customer satisfaction while balancing productivity and accuracy.
Education
A.S. - Information Technology
Savannah Technical College
Skills
- Customer Support (Email, Chat & Phone)
- First Point of Contact
- Issue Resolution
- Process Improvement
- Customer Journey Optimization
- Stakeholder Communication
- Ticketing & CRM Systems
- Documentation
- Time Management
Timeline
Technical Support Specialist
Savannah Technical College
01.2025 - Current
Patient Account Support Specialist
SorcePoint
01.2024 - 01.2025
Patient Services & Insurance Support Specialist (Remote)
McKesson
01.2023 - 01.2024
Customer Support Representative (Remote)
Brasseler USA
01.2021 - 01.2023
A.S. - Information Technology
Savannah Technical College