Tracey Williams
Sterling Heights,MI
Summary
Effective problem-solving and negotiation skills. Relationship development expertise, that compliments the ability to aggressively build solid client relationships. Self-motivated and energetic individual who is highly organized and can work independently. The ability to exceed targets that drive organizational results. Proficient computer navigation skills using a variety of office applications.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Insurance Verification Specialist
Globe Life Insurance
08.2023 - Current
- Responsible for verifying life and health insurance applications directly with potential customers
- Maneuver within the Quality Assurance database and conduct appropriate assessments on what additional information is needed
- Ability to handle inbound/outbound calls to potential customers - verify and document required information to finalize applications for underwriting assessment
- Able to properly explain the application process to potential customers
- Maintain appropriate levels of communication with supervision regarding actions taken within the Quality Assurance database.
Customer Service Representative
LiveOps
03.2009 - Current
- Execute professional Customer Service remotely
- Navigate and work in multiple systems/websites simultaneously (One Note, Salesforce, Skype, Microsoft Teams, Slack, Five9, Avaya)
- Listen attentively to customer needs and concerns
- Demonstrate empathy while maximizing opportunities to build rapport with customers
- Log all incoming calls and accurately update customer's file regarding service that was provided
- Answer in-coming member and provider calls and respond to inquiries regarding benefits, provider changes and eligibility
- Process request for new and replacement ID cards
- Assist with processing grievances and complaints
- Assisted in resolving claim issues related to billing and reimbursement inquiries
- Assist with setting up payment arrangements
- Process customer's payments.
Customer Service Representative
Hilton Hotel
04.2016 - 03.2020
- The ability to acknowledge service failures, handle escalated problems, and identify service recovery options to maintain customer loyalty
- Demonstrate knowledge of hotel information including, but not limited to, room categories, room rates, packages and promotions
- The ability to create, modify and cancel reservations
- Resolve escalated customer's issues with a one call resolution
- Team player assisting co-workers if and when the need arises
- Self-disciplined reliable to work independently with minimal supervision.
Accounts Receivable Clerk
Great Expression Dental
02.2009 - 06.2010
- Reconcile bank accounts, posting and balancing financial data in various ledgers for multiple dental offices
- Ability to work independently and prioritize tasks
- Posted insurance and patient payments
- Performed other accounting, financial and administrative tasks as needed
- Ability to research and reconcile past due accounts.
Education
Certificate - Administrative Assistance
Sawyer School of Business
01.1989
Diploma -
Kettering Senior High School
01.1987
Skills
- Customer Service
- De-Escalation Techniques
- CRM Software
- Data Entry
- Microsoft Office
- Excel
- Outlook
- Accounts Receivable
- Accounts Payable
- Communication and Interpersonal Skills
- Patient Rapport
- Eligibility Determination
- Understanding of Medical Terms
- Insurance Coverage Verification
- Attention to Detail
Certification
Notary Public, 03/2014
Timeline
Insurance Verification Specialist
Globe Life Insurance
08.2023 - Current
Customer Service Representative
Hilton Hotel
04.2016 - 03.2020
Customer Service Representative
LiveOps
03.2009 - Current
Accounts Receivable Clerk
Great Expression Dental
02.2009 - 06.2010
Certificate - Administrative Assistance
Sawyer School of Business
Diploma -
Kettering Senior High School