Delicia Williams

Waskom, Texas *****

903-***-****

ad3bm8@r.postjobfree.com

A customer service oriented and sales experience professional with a background in Call Center with over 15+ years of experience in Customer Service. With great communication skills and self motivated. Management and Customer Service Leadership. I am seeking opportunities to leverage my leadership and operational skills.

Professional Experience:

Vervent Card - Longview, TX

Call Center Supervisor

March 2017 to October 2023

Led a team of 10-15 customer service representatives, providing guidance, coaching, and support to achieve performance targets.

Monitored and evaluated team members’ calls to ensure quality and consistency in customer interactions. Acted as a point of escalation for complex customer issues, resolving them effectively.

Handled employee inquiries via phone, email, and live chat.Created and maintained performance reports and metrics, consistently meeting or exceeding key performance indicators (KPIs).

American Home Patient - Longview, TX

Customer Service Representative

January 2012 to December 2016

Make outbound calls to patients to provide support, answer questions, and facilitate the ordering of DME products.

Achieved and exceeded weekly and monthly sales and patient satisfaction targets.

Ensure patients understand the proper use and benefits of the prescribed DME items. Assistant Customers with their DME supply orders

Verify insurance coverage and educate patients on the billing and reimbursement

American Home Patient: Longview, TX

CPAP Outbound Specialist

January 2013–December 2016

•Solicit sale of new, replacement or additional services and products; Products to include but not limited to CPAP Supplies (resupply), replacement CPAP devices.

•Achieve monthly sales quota and/or stack ranking qualifications.

•Adhere to quality metrics including, but not limited to product returns, reships, and complaints.

•Communicates with customers (by phone, correspondence, fax, or e-mail) to initiate or respond to inquiries and requests for orders for products/services.

•Enters change of address records and/or changes to insurance information.

•Determines charges for services and product ordered. Quotes prices.

•Enters information for shipping purposes.Coordinates activities with designated branch personnel when necessary.

•Adheres to staffing schedule and is available to handle calls according to the published team schedule.

•Identifies opportunities for prevention of non-revenue generating calls and for product improvements and feeds this information back to call center management via designated channels.

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•Accurately logs information from calls.

•Follows-up on calls when applicable.

Alltel/Verizon Wireless: Longview, TX

Senior Customer Service Representative

October 2004 - March 2010

•Solicit wireless sales

•Developed and maintained effective partnering with internal and external customer

•Remained current regarding business practices and policies

•Provided effective communication to newly acquired account holders

•Addressed customer service issue, concerns and/or questions

•Participated in ongoing training, development and quality review sessions

Dillard: Longview, Texas

August 2001- October 2004

· Customer Service Representive

Office Depo: Marshall, Texas

May 1999 - August 2001

Summary Of Qualifications:

· Customer Driven & Team Focus

· Account management, maintenance, & adjustment

· Contract interpretation & application

· Conflict Resolution & Organizational Skills

· Microsoft Office (Word, Powerpoint, & Excel)

· Exceptional Accuracy 40 WPM

· KSPH 9000

Education:

· East Texas Career Training Center., September - December 2010

Medical provider Specialist Combined - Coding, Billing, and Collection

· Karnack High School, Karnack, Tx, Diploma

Skills

Administrative Experience

Time management and multitasking

Microsoft Outlook

Strong communication, empathy, and active listening skills

Active listening and empathy

Proficient in Microsoft Office (Word, Excel, Outlook)

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