Zatodreayanna Williams
Summary
Dynamic customer service professional with extensive experience at McKesson, excelling in problem resolution and relationship building. Proven ability to enhance service delivery and support compliance through critical thinking and effective communication. Skilled in data entry and proficient in Microsoft Excel, ensuring accurate processing of benefits and claims.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
McKesson
Irving, TX
11.2023 - 10.2025
- Identified and documented coding errors during medical claims information reviews.
- Evaluated and processed prescription benefit requests to ensure compliance with medical guidelines.
- Assisted pharmacies in managing member accounts effectively. Supported providers in delivering quality care to members. Facilitated communication between pharmacies and members to enhance service delivery.
- Oversaw customer service inquiries regarding patient benefits.
- Assisted clients in understanding coverage options. Supported customers in selecting appropriate payment plans. Provided guidance on policy details and benefits.
Toddler Childcare Provider
Willow Bend Learning Center
Plano, TX
07.2023 - 03.2024
- Curriculum & Development: Plan and implement age-appropriate activities that support cognitive, social, emotional, and physical development.
- Care & Safety: Ensure a safe, clean, and organized environment, including supervision at all times and proper sanitation procedures.
- Personal Care: Perform daily routines, including feeding, diaper changes, and toilet training.
- Communication: Maintain daily communication with parents regarding children’s progress, behavior, and care.
- Observation: Conduct regular developmental assessments and observations of children.
- Collaboration: Work effectively with assistant teachers and staff to ensure smooth classroom operations.
Unloader
FEDEX
Hutchins, TX
09.2023 - 02.2024
- Physical Unloading: Manually removing packages from trailers, containers, or conveyor systems.
- Scanning/Sorting: Using hand-held scanners to track packages and sorting them by destination to appropriate conveyors or areas.
- Handling & Safety: Lifting, pushing, pulling, and carrying packages of various sizes (often up to 50–75 lbs) while adhering to strict safety and "hand-to-surface" protocols.
- Efficiency: Working quickly to meet strict, time-sensitive delivery deadlines.
- Equipment Operation: Using tools like dock carts, pallet jacks, or skate wheel rollers to move freight.
Customer Service Representative
Novartis Pharmaceuticals
Austin, TX
05.2021 - 10.2023
- Assisted teams in completing projects on schedule and within budget. Supported project coordination efforts to enhance team collaboration. Contributed to problem-solving initiatives to improve project outcomes.
- Assisted teams in completing projects on schedule and within budget. Supported project coordination efforts to enhance team collaboration. Contributed to problem-solving initiatives to improve project outcomes.
- Assisted teams in completing projects on schedule and within budget. Supported project coordination efforts to enhance team collaboration. Contributed to problem-solving initiatives to improve project outcomes.
- Oversaw enrollment processes for health insurance retirement plans.
- Assisted in organizing wellness programs to promote employee health and well-being. Supported team members in participating in health initiatives and activities. Coordinated logistics for wellness events to enhance engagement and participation.
- Executed processing of benefit enrollment forms, including changes and terminations.
- Evaluated eligibility criteria for medical insurance coverage and benefit plans.
Customer Service Representative
Bank of America
Harlingen, TX
07.2019 - 04.2021
- Assisted teams in completing projects on schedule and within budget. Supported project coordination efforts to enhance team collaboration. Contributed to problem-solving initiatives to improve project outcomes.
- Assisted teams in completing projects on schedule and within budget. Supported project coordination efforts to enhance team collaboration. Contributed to problem-solving initiatives to improve project outcomes.
- Assisted teams in completing projects on schedule and within budget. Supported project coordination efforts to enhance team collaboration. Contributed to problem-solving initiatives to improve project outcomes.
- Executed comprehensive research on emerging trends in online fraud prevention techniques.
- Compiled comprehensive reports detailing investigations into suspected activities.
- Assisted in identifying and reporting suspicious transactions. Supported compliance efforts to mitigate risks associated with fraudulent activities. Collaborated with team members to enhance fraud detection processes.
- Oversaw meticulous record-keeping of all investigations, including detailed case notes.
- Managed document organization and email correspondence to support team communication. Assisted in maintaining accurate records and files for easy access. Facilitated timely responses to inquiries and requests.
Front Desk Receptionist
Heavenly Blessings
Dallas Tx
12.2019 - 03.2021
- Answering, screening, and directing high-volume calls and managing email correspondence.
- Reception: Greeting, checking in, and assisting patients, families, and staff.
- Administrative Support: Scheduling appointments, filing, scanning, and updating Electronic Health Records.
- Compliance: Ensuring patient confidentiality and, at times, verifying insurance or collecting payments.
- Office Maintenance: Managing inventory of office supplies, managing mail, and keeping the reception area clean and secure.
Front Desk Receptionist
First Step Academy
Dallas Tx
05.2018 - 08.2020
- Welcoming parents, staff, and visitors with warmth, managing the security check-in/out process, and ensuring a safe, clean, and friendly entrance.
- Administrative & Clerical: Answering multi-line phones, responding to emails, managing staff/child attendance records, and filing documents.
- Communication & Sales: Following up with leads, providing information to prospective parents, and conducting tours.
- Financial Tasks: Processing payments and assisting with billing/invoicing.
- Operational Support: Ordering supplies, organizing the office, and potentially covering classrooms as a substitute if needed.
Supervisor
UPS Warehouse
Irving, TX
08.2018 - 01.2019
- Operational Oversight: Manages daily, high-volume package sorting, loading, and unloading, typically working 5.5 hours per day.
- Team Leadership: Supervises and trains package handlers, providing performance feedback and fostering a team-oriented environment.
- Safety & Compliance: Ensures strict adherence to safety standards, company policies, and procedures.
- Performance Metrics: Tracks productivity, accuracy, and attendance, ensuring departmental goals are met.
- Workflow Management: Coordinates with other supervisors to optimize sorting/loading efficiency.
Education
High School Diploma -
Rowlett High School
Rowlett, TXSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Professional telephone demeanor
- Scheduling
- Microsoft outlook
- Call management
- Follow-up skills
Timeline
Customer Service Representative
McKesson
11.2023 - 10.2025
Unloader
FEDEX
09.2023 - 02.2024
Toddler Childcare Provider
Willow Bend Learning Center
07.2023 - 03.2024
Customer Service Representative
Novartis Pharmaceuticals
05.2021 - 10.2023
Front Desk Receptionist
Heavenly Blessings
12.2019 - 03.2021
Customer Service Representative
Bank of America
07.2019 - 04.2021
Supervisor
UPS Warehouse
08.2018 - 01.2019
Front Desk Receptionist
First Step Academy
05.2018 - 08.2020
High School Diploma -
Rowlett High School