Kaila Williams
Jonesboro,GA
Summary
Efficient Customer Service Coordinator focused on resolving customer concerns quickly to maximize satisfaction. Well-versed in operational standards and best practices in communications industry. Hardworking, disciplined and reliable manager with demonstrated record of success. Adept at multitasking in fast-paced environments to solve customer problems by developing and implementing successful solutions based on business requirements and customer needs. Looking to grow professionally alongside an expanding team.
Overview
12
12
years of professional experience
Work History
Insurance Specialist
Benefeds
11.2017 - Current
- Maintained confidentiality of patient finances, records, and health statuses.
- Maintained high standards of customer service by building relationships with clients.
- Resolved discrepancies in insurance payments by collaborating with carriers.
- Reduced claims processing time by effectively collaborating with adjusters, claimants, and internal departments.
- Simplified complex insurance concepts for clients, facilitating informed decision-making regarding policy options.
- Followed up on denials, late payments, extensions and other special circumstances.
- Acted as subject matter expert, answering internal, and external questions and approximately 30 inquiries per day.
- Streamlined policy management by regularly updating client information and tracking policy changes.
Customer Service Coordinator
Verizon Wireless
08.2014 - 10.2024
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
- Assisted in the development of training materials for new hires, streamlining onboarding processes and reducing time-to-productivity ratios.
- Handled approximately 25-40 escalated customer call issues with empathy and patience daily, working closely with management to reach satisfactory resolutions.
- Recognized by management for outstanding performance as a Customer Service Coordinator during annual performance reviews consistently throughout tenure at company.
- Mentored junior team members, fostering a positive work environment and boosting overall team performance.
- Leveraged strong product knowledge to educate customers about available options and assist them in making informed purchasing decisions.
General Manager of Operations
SJ Hospitality
08.2012 - 08.2014
- Increased employee retention rate biannually by at least 60% by creating professional development programs.
- Implemented innovative solutions for optimizing resource utilization and maximizing return on investment.
- Collaborated with sales teams to develop go-to-market strategies that aligned with consumer needs while driving sustainable growth.
- Drove revenue growth by identifying new business opportunities and forging strategic partnerships.
- Championed change management initiatives to facilitate seamless transitions during organizational restructuring or process improvements.
- Led cross-functional teams to achieve key performance indicators and drive positive results across the organization.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
Education
Bachelor of Science -
Liberty University
Lynchburg, VA05.2026
Skills
- Customer service excellence
- Performance monitoring
- CRM Software
- Quality Assurance
- Call center experience
- Payment Processing
- Call Center Operations
- One Call Resolution
References
References available upon request
Timeline
Insurance Specialist
Benefeds
11.2017 - Current
Customer Service Coordinator
Verizon Wireless
08.2014 - 10.2024
General Manager of Operations
SJ Hospitality
08.2012 - 08.2014
Bachelor of Science -
Liberty University
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