Summary
Overview
Work History
Education
Skills
Volunteer Experience
References
Timeline
Hi, I’m

VICTORIA WILLIAMS

Sherwood,AR

Summary

Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.

Overview

16
years of professional experience

Work History

United Healthcare
North Little Rock, AR

Customer Care Advocate
09.2019 - 12.2023

Job overview

  • Utilized the computer system to look up and record information regarding a customer's account
  • Acted as a liaison between all customer service support functions, group administrators, members/policyholders, and providers
  • Consistently provided members with exceptional customer service
  • Investigated and resolved member inquiries through correspondence and computer research
  • Advised customers regarding policy and benefit information for multiple health plans
  • Coordinated internal activities necessary to research and resolve inquiries and provide accounts with service solutions
  • Contributed to a team effort to meet and exceed service, production, and quality goals
  • Identified errors and implement solutions with team members and leaders
  • Met and exceeded daily, weekly, and monthly performance goals
  • Assisted with training of new staff, as well as mentor trainees.

Max Marketing
Sherwood, AR

Front Desk Representative
12.2015 - 01.2019

Job overview

  • Operated telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments
  • Greeted everyone who entered establishment, determined nature and purpose of visit, and directed or escorted them to specific destinations
  • Scheduled appointments and maintains and updates appointment calendars
  • Filed and maintained records
  • Performed administrative support tasks, such as proofreading, transcribing handwritten information, or operating calculators or computers to work with pay records, invoices, balance sheets, or other documents
  • Transmitted information or documents to customers, using computer, mail, or facsimile machine
  • Collected, sorted, distributed, and prepared mail, messages, or courier deliveries.

AARP/NYCCAH
Little Rock, AR

Outreach Coordinator
09.2014 - 07.2015

Job overview

  • Developed and implemented programs to end hunger among seniors in the state of Arkansas
  • Recruited, trained, and oversaw volunteers for the programs
  • Assisted local low-income families in gaining access SNAP and other vital food benefits while promoting health and education among seniors and the community.

Little Rock, AR

Home Health Aide
01.2008 - 07.2014

Job overview

  • Enabled patients to stay in their homes by monitoring and recording patient condition, providing support and personal services, and teaching families
  • Monitored patient condition by observing physical and mental condition, intake and output, and exercise
  • Supported patients by providing housekeeping and laundry services, shopping for food and other household requirements, preparing and serving meals and snacks, and running errands
  • Assisted patients by providing personal services, such as, bathing, dressing, and grooming
  • Assisted patients care for themselves by teaching use of cane or walker, special utensils to eat, special techniques and equipment for personal hygiene
  • Recorded patient information by making entries in the patient journal and notifying nursing supervisor of changing or unusual conditions
  • Maintained a safe, secure, and healthy patient environment by following asepsis standards and procedures, maintaining security precautions, and following prescribed dietary requirements and nutrition standards.

Education

Webster University
Little Rock, AR

Master's degree from Healthcare Administration
06-2018

University of Arkansas At Little Rock

Bachelor's degree from Health Sciences (Emphasis in Health Education/Promotion)
12.2013

Skills

  • Strong proficiency with Internet, Windows-based PC, intermediate to advanced skills and understanding of and Microsoft Word, Excel, PowerPoint, and Outlook
  • Ability to produce positive results with a strong sense of urgency and ability to multi-task
  • Implement measures necessary to resolve problems and to communicate a response orally or in written form to the inquirer
  • Excellent project management skills as well as great interpersonal and presentational skills
  • Professional knowledge to make sound decisions and perform the job without supervision
  • Ability to identify & diagnose issues along with coming up with logical fact-based solutions
  • Ability to handle multiple assignments and prioritize effectively based on business needs
  • Escalation management
  • Database Research
  • Documentation And Reporting
  • Customer Relations

Volunteer Experience

Ameri-corps VISTA (OurHouse)2015 6month term

Employment/Job Coach- Assisted shelter residents with employment skills and gaining employment.

NYCCAH VISTA(AARP)2014-2015 1yr term

Outreach Coordinator-Developed and Assisted local low-income families in gaining access to SNAP and other vital food benefits while promoting health and education among seniors and the community.

References

References available upon request.

Timeline

Customer Care Advocate

United Healthcare
09.2019 - 12.2023

Front Desk Representative

Max Marketing
12.2015 - 01.2019

Outreach Coordinator

AARP/NYCCAH
09.2014 - 07.2015

Home Health Aide

01.2008 - 07.2014

Webster University

Master's degree from Healthcare Administration

University of Arkansas At Little Rock

Bachelor's degree from Health Sciences (Emphasis in Health Education/Promotion)

Similar Profiles

CREATE PROFILE
VICTORIA WILLIAMS