Shaniquia Johnson-Williams
Dublin,GA
Summary
Will deeply care and inspire hope. Will stay curious and heed the evidence. Ensure to act with urgency and not give up. Will always remain professional with a 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 will consistently focus on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals. It will be a pleasure to be an asset to Charlie Health to help the company grow.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Evolent Health
02.2021 - Current
- Educated clients about health insurance coverage options, benefits and costs.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Responded to customer inquiries regarding health insurance coverage and policies to assist with informed decision-making.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
Office Manager
Community Service Board of Middle Georgia
01.2018 - 02.2021
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Champion and manage the admissions process for each client through intake.
- Observed patient behaviors and mental status and notified RN of unusual or potentially dangerous occurrences.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained detailed records of patient progress, facilitating effective communication among healthcare team members.
- Participated in staff training programs to expand knowledge of best practices in the field of mental health support.
- Improved patient well-being by providing compassionate support and care in one-on-one and group settings.
- Provided crisis intervention services, ensuring timely response and appropriate action during emergency situations.
- Developed rapport with patients by actively listening and empathizing, fostering an atmosphere of trust and mutual respect.
- Contributed to a safe and supportive environment by adhering to facility policies and maintaining professional boundaries at all times.
- Assisted mental health professionals with treatment plans, enhancing the therapeutic environment for patients.
- Coordinated discharge planning efforts with other members of the healthcare team, providing resources for continued success postdischarge.
- Provided guidance to families on navigating mental health resources, enhancing their ability to support their loved ones'' recovery journey.
- Assisted patients in setting attainable goals for themselves, reinforcing progress and celebrating achievements along the way.
- Promoted healthy lifestyle choices through education on nutrition, exercise, sleep hygiene, and stress management techniques.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
Sales Agent
Apple
09.2013 - 01.2018
- Developed strong relationships with clients through excellent customer service and regular followups.
- Provided customer service across different communication channels, including phone calls, emails, live chat, used to manage those interactions, such as CRM systems.
- Achieved top performer status within the company due to consistent high sales numbers.
- Assisted call-in customers with questions and orders.
- Explained features and advantages of electronic products or services to promote sales.
- Expanded client base by diligently prospecting new leads and effectively presenting product offerings.
Education
No Degree - Billing And Coding
Atlanta Technical College
Atlanta, GA08-2021
High School Diploma -
Swainsboro High School
05-2012
Skills
- Customer service
- Critical thinking
- Data entry
- CRM
- Sales
- Mental Health trained
- Proficiency in multitasking in slow, steady and fast paced environments
- HIPAA trained
- Microsoft Office
- Excel
- Teams
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft outlook
- Follow-up skills
Certification
- Certified Business Management
- Certified Medical Terminology
- Data Analyst Certification
Timeline
Customer Service Representative
Evolent Health
02.2021 - Current
Office Manager
Community Service Board of Middle Georgia
01.2018 - 02.2021
Sales Agent
Apple
09.2013 - 01.2018
- Certified Business Management
- Certified Medical Terminology
- Data Analyst Certification
No Degree - Billing And Coding
Atlanta Technical College
High School Diploma -
Swainsboro High School
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