YOLANDA WILLIAMS
Las Vegas,NV
Summary
Conscientious about managing customer concerns to last detail. Top-notch abilities in servicing accounts, processing payments and scheduling appointments. Experienced in accurately completing complex paperwork to support customer needs. Successful customer service advisor with 20 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
25
25
years of professional experience
Work History
Pharmacy Customer Associate
Elevance Health
05.2024 - 08.2024
- Enhanced communication between departments by promptly transferring calls and providing accurate information.
- Maintained a high level of professionalism while assisting callers in various situations, including emergencies and complaints.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Handled sensitive information discreetly when dealing with confidential calls or messages within the organization.
- Improved customer satisfaction by efficiently handling and routing incoming calls to appropriate departments.
- Reduced caller wait times, ensuring swift and accurate call transfers to the correct extensions.
- Provided exceptional customer service through polite and professional interactions with all callers.
- Answered calls on Number ring and engaged customers with friendly, professional demeanor.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Maintained accurate records of calls placed and received.
- Processed customer payments for timely, accurate order fulfillment.
Customer Service Advisor
Medicaid Health Plan of NV
05.2021 - 05.2024
- Company Overview: Alorica - Las Vegas, Nevada
- Give accurate and appropriate information to answer questions, troubleshoot issues, and resolve complaints
- Request and obtain accurate and timely health records from outside providers to support continuity of care
- Provide outstanding customer service
- Efficiently perform general office duties, including faxing, imaging documents, mail sorting and delivery
- Good time management abilities
- Strong understanding of data entry and the ability to integrate multiple applications of hospital information systems
- Alorica - Las Vegas, Nevada
Customer Service Advisor
SITEL
01.2021 - 03.2021
- Company Overview: Las Vegas, Nevada
- Maintains current knowledge of banking regulations to ensure ongoing compliance of all basic and complex deposit accounts
- Performs maintenance requests received by phone for check re-orders, cashier's checks, basic loan maintenance
- Cross-selling and referring additional banking services
- Answer and connect calls
- Provide outstanding customer service
- Las Vegas, Nevada
PBX Operator
Golden Nugget Hotel
12.1999 - 03.2020
- Company Overview: Las Vegas, Nevada
- Answer and connect calls
- Provide customer service
- Route calls and take messages
- Check and record messages
- Provide information by accessing directories and assisting customers
- Provide guests with services such as wake up calls, messages, long distance assistance and other special services requested by the guests
- Assist administrative personnel in locating other personnel, placing long distance calls, taking messages and other miscellaneous requests
- Handle alarm situations
- Operate TDD machine
- Las Vegas, Nevada
Office specialist ll
Clark County School District
06.2000 - 03.2018
- Company Overview: Las Vegas, Nevada
- Provide general office support
- Provide routine clerical duties
- Administrative support functions
- Use computer and mainframe applications to obtain and enter data
- Types and proofreads a variety of documents, reports, and forms
- Research and compile information
- Answers telephone inquiries from administration and public as needed
- Las Vegas, Nevada
Education
Master of Arts - Education/Curriculum and Instruction
University Of Phoenix
08.2011
Master of Science - Counseling/School Counseling
University of Phoenix
05.2010
Bachelor's Science - Human Services Management
University of Phoenix
02.2007
Skills
- Strong interpersonal and communication skills
- Analytical skills
- Problem-solving
- Critical thinking
- Time management
- Call center experience
- Customer Relations
- Leadership skills
- Decision making
Timeline
Pharmacy Customer Associate
Elevance Health
05.2024 - 08.2024
Customer Service Advisor
Medicaid Health Plan of NV
05.2021 - 05.2024
Customer Service Advisor
SITEL
01.2021 - 03.2021
Office specialist ll
Clark County School District
06.2000 - 03.2018
PBX Operator
Golden Nugget Hotel
12.1999 - 03.2020
Master of Arts - Education/Curriculum and Instruction
University Of Phoenix
Master of Science - Counseling/School Counseling
University of Phoenix
Bachelor's Science - Human Services Management
University of Phoenix
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