Telonna Williams
Pearl,MS
Summary
Seeking a career with a company which offers a rewarding and challenging career opportunity. My skills include: having great public relation skills, ethical and trustworthy, eager and quick to learn. I have been consistently promoted during my job history. I have the ability master any task if given the right training, tools, and opportunity. I have experience in both Management and Human Resources; which has given me a chance to understand the workplace from both the employer and employee prospective.
Twenty-four years of customer service experience. Self-starter, motivator, ambitious, highly organized, determined, and dedicated with a positive attitude. Computer literate, proficient in Microsoft Word, Excel, and basic computer skills. Promotions on job, because of great work ethic Employment screenings for potential employees, evaluations of said employees after they are hired, implementing rules and regulations of the employer and handling customer problems
Overview
8
8
years of professional experience
Work History
Behavioral Health Integrated Call Model Liaison / Business Operations Specialist
Optum Behavioral Health
02.2022 - Current
- Create and maintain BH resources to support C&S call centers
- Attend and assist with implementations, integrations, and migrations, as well as set up BH call routing
- Partner and collaborate with different teams to provide ongoing BH support
- Act as a BH SME to ensure quality, compliance, and consistency
- Assist with setting up the IVR or making any changes as needed
- Monitor BH calls and provide feedback as necessary
- Bridge BH-related gaps between Optum and UHC.
- Collected, arranged, and input information into database system.
- Conducted regular reviews of operations and identified areas for improvement.
- Collected, organized and provided data to maintain program status and customer commitments.
- Devised and implemented processes and procedures to streamline operations.
- Participated in meetings and associated events to help define and achieve organizational objectives.
Provider Customer Service Representative - SME
United Healthcare
09.2019 - 02.2022
- Answering incoming calls from providers
- Resolved any issue on the first call for the providers
- Delivered information to the providers in a positive manner
- First call resolution coach
- Able to multitask through the different systems
- Able to communicate with team members
- Coach agents on NPS scores
- Coach agents on their FCR score
- Assist agents with questions that they had during a call
- Listen to calls and coach agents as needed.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Managed high call volume, providing prompt assistance to customers seeking help with their healthcare services.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Implemented and developed customer service training processes.
- Educated clients on available resources and tools, empowering them to make informed decisions about their healthcare needs.
Customer Care Specialist in Retention
Comcast
09.2016 - 09.2019
- Retain the customer by changing the customer experience
- Promote and sale products to the customers
- Address and resolve billing issues
- Provide technical support to customer
- Recommend products that best suit customer need
- Communicate and listen thoughtfully with the customer while gathering information from the customer in a timely manner.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Trained new personnel regarding company operations, policies and services.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Assisted call-in customers with questions and orders.
Customer Care Specialist
Xerox
10.2015 - 09.2016
- Gathers information, researches/resolves inquiries and logs customer calls
- Communicates appropriate options for resolution in a timely manner
- Informs customers about services available and assesses customer needs
- Using a computerized system, responds to customer inquiries in a call center environment
- Responds to telephone inquiries and complaints using standard scripts and procedures
- Ability to read and interpret documents
- Clinical Intake (Authorization/ Referrals)
- Processing eBilling Payments
- Maintain a high level of world class customer service/professionalism to a wide range of customers
- Recommend products that best suit the customer.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Developed strong relationships with clients, leading to increased loyalty and repeat business.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
Hinds Community College
01.2013
Credential Director of Childcare -
Jackson, office of children and youth of Mississippi
01.2003
General Studies -
Northwest Rankin- Brandon. MS
01.1998
Skills
- Computer literate, proficient in Microsoft Word, Excel, Ebilling, GCP, So Easi, CAS, HOD, Icue, Facets, SharePoint, and Managed up to 30 Employees
- Decision-Making
- Client Communication
- Adaptable and Flexible
- Reliable and Responsible
- Customer Relations
Communication And Customer Service
- Coach and Develop Employees
- Managed Customer Issues and Complaints
Timeline
Behavioral Health Integrated Call Model Liaison / Business Operations Specialist
Optum Behavioral Health
02.2022 - Current
Provider Customer Service Representative - SME
United Healthcare
09.2019 - 02.2022
Customer Care Specialist in Retention
Comcast
09.2016 - 09.2019
Customer Care Specialist
Xerox
10.2015 - 09.2016
Hinds Community College
Credential Director of Childcare -
Jackson, office of children and youth of Mississippi
General Studies -
Northwest Rankin- Brandon. MS
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