Vanity Michelle Williams
Dallas,TX
Summary
Proven expertise in enhancing customer satisfaction and retention at Mutual Of Omaha, leveraging CRM Software and exceptional provider relations. Increased customer retention rates significantly, demonstrating strong multitasking abilities and a commitment to confidentiality. Excelled in a fast-paced environment, consistently exceeding performance targets with a results-driven approach. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
15
15
years of professional experience
Work History
Client Service Representative
Mutual Of Omaha
Omaha, NE
03.2024 - Current
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Developed strong relationships with clients through proactive outreach and regular check-ins on progress and satisfaction.
- Maintained detailed records of client interactions, allowing for better understanding of needs and preferences for future engagements.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Assisted clients with navigating online platforms and tools, enhancing their overall experience with the company''s resources.
- Consistently met or exceeded performance metrics while juggling multiple tasks effectively under tight deadlines.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Increased customer retention rates through personalized follow-ups and timely resolution of concerns.
- Communicated with clients regarding account services, statements, and balances.
- Streamlined communication for improved efficiency by creating a centralized system for tracking client requests.
- Offered troubleshooting advice to assist customers with technical issues and navigate smooth process.
- Supported sales team in closing deals with thorough product knowledge and exceptional customer care.
Sr Customer Service Representative
United Healthcare Group
Richards, TX
06.2023 - 03.2024
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients in person and over phone to answer questions and address complaints.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Escalated issues to proper supervisors when standard processes were not effective.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Maintained up-to-date knowledge of industry trends and best practices to consistently deliver top-notch customer service.
Benefits Specialist
TFI International
Dallas, TX
05.2022 - 03.2023
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Assisted in resolving complex benefits issues, leading to increased employee satisfaction and retention rates.
- Processed employee life event changes, ensuring timely updates to benefits and coverage for qualifying events such as marriage or the birth of a child.
- Educated managers on current benefit offerings and policies, enabling them to better assist their teams with questions or concerns.
- Trained new team members in policies and procedures and offered insight into best ways to manage job tasks and duties.
- Updated HRIS systems as needed to reflect benefit-related changes accurately, maintaining up-to-date records for all team members.
- Collaborated with payroll department to ensure accurate deductions related to employee benefits plans were processed correctly each pay period.
- Collaborated with HR to develop and maintain up-to-date benefits manual.
Behavioral Health Case Analyst
Cigna
Plano, TX
04.2015 - 04.2021
- Supported clients in navigating complex insurance systems by providing expert guidance on coverage benefits and claim procedures.
- Connected patients to community resources, increasing support networks and promoting overall wellbeing.
- Provided comprehensive case management services, created treatment plans, and connected clients and families to appropriate resources.
- Provided referrals to connect clients with other community resources to support mental health and well-being.
- Consulted with other staff members regarding treatment plans as deemed appropriate by team leader.
- Maintained detailed documentation of client progress, facilitating seamless transitions between providers when necessary.
- Educated patients about common mental health and substance abuse disorders to facilitate understanding of treatment options.
- Collaborated with interdisciplinary teams to ensure comprehensive care for clients in need of behavioral health services.
- Monitored research, referrals and additional materials sent to clients.
- Ensured compliance with relevant industry regulations, maintaining a high standard of professionalism in all EAP services provided.
- Assessed mental health needs to determine nature and extent of clients' emotional, behavioral or mental health issues.
Talent Acquisition Specialist-Intern
Tuesday Morning
Dallas, TX
06.2009 - 08.2011
- Evaluated resumes, interviewed, and presented qualified candidates to hiring managers and solicited feedback to refine recruiting strategy.
- Collaborated with hiring managers to determine job requirements and understand departmental needs.
- Conducted telephone and in-person interviews to assess candidate experience and qualifications.
- Provided regular updates to hiring managers and HR staff on recruitment activities and progress.
- Created and distributed job postings on job boards, corporate career sites and social media networks to increase reach.
- Administered employee benefits programs and assisted with open enrollment.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
- Developed and maintained applicant tracking system, tracking all job openings, applicants and interviewing activity.
- Streamlined onboarding processes for new hires, ensuring a smooth transition into the organization while minimizing timetoproductivity.
- Completed human resource operational requirements by scheduling and assigning employees.
- Implemented data-driven approach to talent acquisition strategies by leveraging metrics to evaluate recruitment performance continuously.
- Assisted with writing job postings and job descriptions for boards.
- Developed and implemented onboarding and orientation programs for new employees.
Education
Diploma -
W W Samuell High School
Dallas, TXAssociate Of Arts And Sciences -
Dallas College
Dallas, TX08.2024
Certificate - Regulatory Compliance
University of Pennsylvania
Philadelphia, PA07.2023
Certificate - Healthcare Law
University of Pennsylvania
Philadelphia, PA07.2023
Certificate - Organizational Leadership
Rice University
Houston, TX07.2023
Skills
- CRM Software
- Provider Relations
- Database Maintenance
- Data Entry
- Microsoft Office
- Billing Adjustments and Refunds
- Customer Data Confidentiality
- Medical terminology knowledge
- Salesforce CRM
- Applicant Tracking Systems
- Onboarding Processes
- Human Resources Support
- New Hire Onboarding
Timeline
Client Service Representative
Mutual Of Omaha
03.2024 - Current
Sr Customer Service Representative
United Healthcare Group
06.2023 - 03.2024
Benefits Specialist
TFI International
05.2022 - 03.2023
Behavioral Health Case Analyst
Cigna
04.2015 - 04.2021
Talent Acquisition Specialist-Intern
Tuesday Morning
06.2009 - 08.2011
Diploma -
W W Samuell High School
Associate Of Arts And Sciences -
Dallas College
Certificate - Regulatory Compliance
University of Pennsylvania
Certificate - Healthcare Law
University of Pennsylvania
Certificate - Organizational Leadership
Rice University