Deborah Williams

*** *. ******** ******

Madis on, NC 27025

Cell - 336-***-****

elfredwilliams acd6bm@r.postjobfree.com

Career Objective:

Seeking a pos ition that allows me to partner with an organization that demons trates that it

values its employees and the community and will enable me to us e my experience, s kills and

expertis e and be an effective member of the team and organization.

P ersonal Summary:

Four years of experience as a community volunteer and organizer

Strong organization and planning s kills

Strong verbal and written communication s kills

Excellent interpers onal s kills

Energetic and detail oriented

Proficient in PowerPoint, Excel and Word/Works

Leaders hip ability

Work effectively independently or with a team

Effective and s ucces s ful in organizing and planning profitable fund rais ing events

P rofessional Experience

Time Warner Cable

January 2014 - current

Customer Serv ice P rofessional

Provide cus tomer s ales and s ervice s upport for the high s peed data broadband product, digital

phone and cable televis ion in a manner cons is tent with Time Warner Cable policies,

procedures, quality, s tandards, cus tomer needs and applicable local, s tate, and federal

procedures .

NEW As urion

July 2013 - January 2014

Customer Serv ice Representativ e - Technical Support

Provide as s is tance to cus tomers that require technical s upport with operating equipment by

trouble s hooting and us ing problem s olving s kills . Provide guidance and education regarding

recurring is s ues that involve technical s upport. Cros s -s ell and ups ell products . Provide

as s is tance and explanation regarding account s tatements and current s ervices .

Es s ilor Labs Of America

Augus t 2012 - June 2013

Customer Serv ice Specialist

Provide adminis trative and s ales s upport for the Sales repres entatives and lab operations for

the Mid-Atlantic region. Currently working with a project team which is es tablis hing a model for

future call centers and s imilar bus ines s units within the company. Duties currently cons is t of

proces s ing phys ician orders and pres criptions, as s is ting the optician with order tracking and job

s tatus and as s is t the optician in determining the bes t product for a patient’s needs . Becaus e

the pos ition is s till evolving, other tas ks as required will be as s igned

United Healthcare - Greens boro, NC

Augus t 2002 - June 2012 - United Healthcare Greens boro, NC

Sr. Customer Serv ice Call Quality Representativ e

Conduct audits and provides feedback to reduce errors and improve proces s es and

performance. Perform an accurate as s es s ment of office quality levels through s tandardized and

timely quality reviews, identify trends and provides feedback and to reduce errors . Serve as

s ubject matter res ource to team members, s upervis ors and management s taff. Perform trainee

quality reviews .

Rapid Resolution Expert

Worked in an incoming call environment, s ervicing es calated calls from Cus tomers . The type

of calls ranged from general benefits is s ues to more complex ques tions regarding claims

adjus tments . Als o res pons ible for follow-through work as needed to res olve and clos e is s ues .

While in this pos ition als o worked as a Lead Repres entative on the “Supervis or Hunt Line” and

given the authority to res olve the cus tomers is s ues in lieu of s peaking directly to a member of

or authorization reques t as part of the required performance guarantees for a key client.

Customer Care P rofessional

As a Cus tomer Care Profes s ional, I was res pons ible for ans wering incoming calls from

cus tomers . My res pons ibilities included res ponding to complex cus tomer calls . Res olve

cus tomer s ervice inquiries which could included:

Benefit and Eligibility information

Billing and Payment is s ues

Cus tomer material reques ts

Phys ician as s ignments

Authorization for treatment

Explanation of Benefits (EOB)

Academic Background

Attended and graduated from St. Patrick’s Bus ines s Academy, Was hington, DC

References Available Upon Reques t

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