Tanequa Williams
Dallas-Fort Worth,TX
Summary
Dedicated professional successful at handling numerous clients and difficult individuals. Focused on attending to various customer needs with history achieving and exceeding expectations. Expert salesperson and team leader.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
14
14
years of professional experience
Work History
Patient Care Advocate
SurgeryPlus
Dallas, Tx
04.2023 - Current
- Coordinated patient care plans with medical teams and families.
- Educated patients on surgery options and pre-operative procedures.
- Managed scheduling and follow-up appointments for patients.
- Provided emotional support to patients throughout their surgical journey.
- Attended regular meetings with the interdisciplinary team to discuss complex cases and develop holistic plans of action.
- Maintained clean and well-organized environment for client happiness and safety.
- Actively sought feedback from patients about their experiences within the healthcare system in order to improve service delivery models.
- Advocated for patient needs during care transitions and recovery stages.
Chat Support Specialist
Talkspace
Remote, Remote
01.2022 - 01.2023
- Handled inbound customer chat conversations from various websites.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Researched customer inquiries to provide accurate and up-to-date information.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
Supervisor
Willis Towers Watson
Richardson, TX
08.2016 - 03.2020
- Help with the completion of the SST Manual
- Assisted with the creation of the SST Manual
- Created various web pages in confluence for the manual
- Tracked trends for SST training purposes
- Created pages in Confluence.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
SST Benefit Advisor
Willis Towers Watson
Richardson, TX
08.2013 - 06.2015
- Assist retirees with enrollment before and after Medicare Annual Enrollment Period
- Assisted retirees with unique enrollment issues to complete their enrollment needs
- Used critical thinking skills in order to assist the retirees at the best of my ability
- Met monthly QM and VOC scores
- De-escalated phone calls if necessary
- Completed Medicare enrollment applications.
- Obtained underwriting approval by completing application for coverage.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
InfoSource Analyst
Willis Towers Watson
Richardson, TX
08.2014 - 12.2014
- I worked in conjunction with other analyst to ensure that chats were answered in a timely matter while tracking trends for One Exchange.
- Cross trained on other departments such as CSR, ADP, and BA.
- Handled inbound customer chat conversations from various departments.
- Assisted all departments with chat-based support during live calls to assist agents with getting information in a timely manner.
Tax Preparer
Jackson Hewitt
Dallas, TX
04.2012 - 05.2013
- Responsible for income tax preparation for individuals.
- Identifies potential tax credits and liabilities and ensures accurate and complete returns are filed in a timely manner.
- Completes tax forms in accordance with policies and in compliance with legislation and regulations.
- Help taxpayers by using their federal, state and local codes and see to it that clients receive the maximum benefit permitted under the law of government.
- Uncover potential deductions and credits.
- Interview clients to get a thorough picture of financial situation.
- Calculated estimated tax payments for clients.
- Utilized tax software to prepare returns and meet deadlines.
Education
High School Diploma -
Kimball High School
Dallas, TXSkills
- Team management
- Superior Organization
- Excellent Communication
- Phone support
- Proactive Problem Solving
- Confluence
- Microsoft Excel
- Customer Service
- Productivity
- Complaint resolution
- Medical terminology knowledge
- CRM
- Creative problem solving
- Staff education and training
- Administrative support
- Typing 50 wpm
- Call center operations
- Answering questions
- Inbound phone calls
- Proficient in Jira, Confluence, Sharepoint, and Zendesk
Personal Information
Empowerment and Notary by Tanequa Nicole LLC
Timeline
Patient Care Advocate
SurgeryPlus
04.2023 - Current
Chat Support Specialist
Talkspace
01.2022 - 01.2023
Supervisor
Willis Towers Watson
08.2016 - 03.2020
InfoSource Analyst
Willis Towers Watson
08.2014 - 12.2014
SST Benefit Advisor
Willis Towers Watson
08.2013 - 06.2015
Tax Preparer
Jackson Hewitt
04.2012 - 05.2013
High School Diploma -
Kimball High School