Terkeya Williams

• Collaborated with co-owner on daily operations, ensuring a cohesive management approach to maximize business success
• Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty
• Enhanced client satisfaction by addressing concerns promptly and providing exceptional service
• Carefully review incoming documentation and determine eligibility for benefit coverage
• Assist in the Annual Enrollment process, including assisting in the development of Benefit strategies and developing communications
• Provided benefit processing support for day-to-day service and administration of Health and Welfare plans using documented standard processing procedures (SOP).
• Communicates via email, internally and externally, with colleagues and outsourced vendors.
• Complete data entry changes for employees and their qualified dependents for benefit levels and/or plan selection, as required based upon client needs.
• Identify and escalate concerns to be analyzed and resolved to prevent recurring issues, improve quality, and reduce ongoing case volume.
• Analyzed customer data and identified areas of improvement in order to increase efficiency.
• Developed and implemented new procedures for processing transactions.
• Managed daily operations of the processing department, including staff scheduling, workflow optimization, and customer service.
• Identified discrepancies in documentation and took corrective action as needed.

• Promptly answered incoming phone calls to assist customers with enrollment into their Healthcare Benefits during their Annual Enrollment.
• Answered customer inquiries and provided accurate information regarding products and services.
• Explained Benefit requirements and Timeframe of enrollment
• Provided knowledge of healthcare services and insurance procedures.
• Adhere to compliance regulations, including HIPAA and state guidelines. Document customer interactions via chat/phone system and direct them to the appropriate departments.
• Appropriately refers unresolved calls to the appropriate team members to ensure customer satisfaction.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Answered customer inquiries and provided accurate information regarding products and services.
• Asked probing questions to determine service needs and accurately input information into electronic systems.

• Inbound call center assisting consumers with completing enrollment for health insurance.

• Assisted customers with inquiries regarding products and services through phone, email, and chat.

• Maintain a secure floor policy of personally identifiable information and personal health information.

• Answered incoming calls promptly and professionally, within company standards.

• Responsible for maintaining the applicants' pending submittal and/or pending enrollment.

• Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.

• Helped customers navigate online systems within established frameworks to obtain services.