Customer Service Representative
Resume:
APRIL WILLIAMS
S U M M A RY
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
E X P E R I E N C E
Chat Agent
Maximus July 2023 - Current
Claims Specialist
Conduent August 2022 - Current
Customer Service Representative
Sykes Call Center November 2021 - August 2022
Lab Technician
Microbac Laboratories, Inc June 2017 - June 2022 Answered questions from customers that came in through the company's online chat feature.
Monitored customer issues to deliver best resolution course, following steps involved for appropriate procedures.
Walked customers through online demonstrations to support better understanding of product features.
Maintained understanding of company computer software, products and services. Maintained knowledge of policies and procedures and insurance coverage benefit levels, eligibility systems and verification processes.
Resolved claims by approving or denying documentation, calculating benefits due and determining compensation settlement.
Established proof of loss by studying documentation and assembling additional information from outside sources.
Researched and reviewed information to determine validity of insurance claims and contacted companies and customers about decisions. Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Developed strong customer relationships to encourage repeat business. Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Used time management and adaptability skills to prioritize and run multiple tests. Collected and organized data to perform data analysis and prepare technical reports. Disposed of laboratory materials and samples using well established guidelines and instructions.
Prepared specimens and forms for transport to outside laboratories. S K I L L S
Customer Service
Strong Written Communication
Independent Decision-Making
Issue Escalation
Telephone Etiquette
Queue Management
Relationship Building
Online Communications
Shipment preparation
Process monitoring
Expert in mechanical assembly
Skilled in final assembly processes
Assembly and production
Small parts assembly
Qualified in blueprint interpretation
Pneumatic tools use
Fusing, cutting and measuring tools
experience
Quality assurance
Manufacturing
Knowledge of metal parts and
assemblies
Strong Algebra and general math skills
Documentation Review
Estimate Preparation
Eligibility Determination
Data Entry
Small Claims Payouts
Medical Terminology
Financial Transactions
Coverage Determination
Attention to Detail
Critical Thinking
Insurance Terminology
Microsoft Office
C O N TACT
*************@*****.***
Wilson, North Carolina 27893
Soil Technician
Waypoint Analytical Laborator October 2016 - April 2017 Supervised and enforced regulations surrounding use of herbicides and insecticides for pest, weed and disease control.
Evaluated forest stands for saleable timber with high attention to detail, estimating value and marking specific trees for harvesting.
Communicated effectively with public to answer questions about forestry, conservation and sustainability.
Coordinated with volunteers and community groups to maintain trails and recreation sites. E D U C ATION A N D
T R A I N I N G
High School Diploma
FRENCH CLUB Certifications
James Hunt High School, Wilson, NC
June 2000
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