Cherice Williams

***** ***** **. ****-*

Eastpointe, MI 48021

ad2ja1@r.postjobfree.com

313-***-****

Objective: Dedicated and empathetic customer experience associate with 7 years of experience in providing exceptional remote customer support. Proficient in handling inquiries, resolving issues, and ensuring a positive customer experience. I am seeking a remote customer experience associate role to leverage my skills and passion for delivering top-notch customer service to clients.

Summary of Qualifications:

Seven years of customer and technical support service with a proven track record of exceeding customer expectations.

Strong attention to detail and an eye for inconsistencies

Ability to work independently and manage time effectively

Proficient PC skills with typing of 40+ words per minute

Effective call handling skills & high levels of professionalism

Strong communication, and interpersonal skills

CRM and salesforce experience.

Proficient in using live chat software and other customer service

Proficient in MS Word, Excel, PowerPoint and Outlook.

Dedicated private work home space free from distractions with internet speeds higher than 25mbps download and 50+mbps upload

Professional Experience:

Customer Experience Associate Faneuil Remote October 2021 – Present

Receiving incoming calls emails and live chats for tier one type questions resolving concerns questions or assisting with using software systems/products.

Utilize CRM software and ticketing systems to document customer interactions, track issues, and ensure timely follow-up and resolution.

Answer incoming communications from customers

Conduct research to provide answers for customer to resolve their issues

Collaborate with cross-functional teams to escalate and resolve complex customer issues, ensuring a seamless experience.

Consistently meet or exceed customer service performance metrics, including response times and customer satisfaction ratings.

Maintain a thorough knowledge of company products, services, and policies to assist customers effectively.

Customer Support Specialist Everise Remote August 2018 – October 2021

• Adheres to and participates in WellCare (formally centene) mandatory HIPAA privacy program /

practices and Business Ethics and Compliance programs / practices

• Research caller’s issues/problems and find solutions

• Billing of claims to the appropriate party

• Follow up with Insurance timely

•Assist in resolving balances on the patient account

• Timely follow up with patients

• Correct and refile claims with the insurance

• Take patient complaints, post discounts, set up budget plans, follow up with medical records

Education:

Kennedy Catholic High Hermitage, Pa 2008

Skills:

Exceptional customer service and communication skills

Proficient in CRM software and ticketing systems

Strong problem-solving and analytical abilities

Adaptability and remote team collaboration

Knowledge of remote collaboration and communication tools (e.g., Zoom, Slack)

Time management and multitasking skills

Commitment to delivering outstanding customer experiences

References:

Available upon request.

Contact this candidate