Shanelle Williams

**** ****** ***** ***

Las Vegas, Nevada 89143

Phone # 702-***-****

WORK HISTORY

Customer Assistance, Southwest Gas Company 2007 - 2010

Answer incoming calls from customers in regards to conservation tips, billing extensions, setting up

payment plans, entering request for turn on, turns offs, and transferring of gas services. Assist customers

in the public office with payments and account information as needed.

Resolution Specialist, Medco Health Solutions 2005 - 2007

Assist Customer Service Representatives with providing alternative realistic expectations in unusual

circumstances resulting in the outcome of diffusing sometimes irate callers. Handle all escalated calls

transferred from Customer Service Representatives, Pharmacist, and E-CSR's. Log, track, and resolve

Grievances and Presidential Complaints. Conduct follow up as needed with members, clients, and other

internal departments to ensure customers expectations are being met. Assist members who have restricted

their account access allowing only Resolution Specialist and other members of upper management access

to their accounts.

Quality Assurance Specialist, Medco Health Solutions 2003 - 2005

Monitor Customer Service Representative calls to ensure quality customer service is provided to our

members and clients at all times. Score two calls and provide constructive feedback on 48 - 56 different

Customer Service Representatives and Resolution Experts per week. Enter each monitored call into

system for supervisors to review. Conduct Return to Work Assessments for Resolution Specialist and

Customer Service Representatives who are returning to work from Leave of Absences, Short Term

Disability, and Long Term Disability. Alert upper management on areas of opportunity and of any up

training that may need to be given to Customer Service Representatives.

Customer Service Representative, Medco Health Solutions 2000-2003

Utilizing all resources available, provide excellent quality customer service to all members while

maintaining strict confidentiality and following all Standard Operating Procedures. Assist callers with

prescription refill orders, provide members with accurate prescription benefit plan information, i.e. co-

pays, drug coverage, account balances, claims, and eligibility information. Link callers with a counseling

pharmacist when appropriate. Deliver excellent quality web support by providing assistance to our

members with the Medcohealth.com web site. Assist members with web site navigation, profile updates,

and password resets. Submit research request forms to e-CSR department; and follow up with members as

needed. Certified Subject Matter Expert ( SME ), assist training department in new hire training classes.

Insurance Services Receptionist, E.I.C.O.N ( Adecco Temp Service) 1999-1999

Answer phones, fax letters and important documents, update files and accounts, correspond with

employers and/ or their respective Agent of Record about account inquiries (billings, payments, etc.),

alpha numeric data entry, distribute and sign for daily mail, assist walk-in customers, and other general

office duties.

Administrative Assistant, Ahern Rentals (Aerotech Temp Service) 1999 - 1999

Answering phones, faxing, filing, updating of files, business correspondence, typing memos, new hire

orientation, and general clerical duties.

EDUCATION

Heritage College, Medical Assistant Program, 2000

High School Diploma, Western High School, 1998

Computer Training, Adult Education, 1998

COMPUTER SKILLS

Excel 97, Word 97, Microsoft Works, Word Perfect, Microsoft Office, Windows 98, Access, Microsoft

2000, Calyx Point

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