Kareem Williams

**** ********* **** ******, ** **110 646-***-**** adxezx@r.postjobfree.com

Customer Service Professional

Building Customer Loyalty by Resolving Issues with Empathy and Care and Improving Brand Credibility

Customer care specialist with more than ten years of experience including healthcare and patient care services. Knowledge of billing and eligibility processes and concepts. Ability to maintain confidentiality and work remotely with a high-speed internet connection. Understand multiple projects and benefit eligibility. Excellent communicator, providing complex information in a simple, understanding manner. Active listener, building rapport and engaging customers with a compassionate, empathetic demeanor. Proven ability to resolve conflicts and stressful situations.

CORE SKILLS

Problem Resolution

Accountability

Communication

Care Provider Intervention

Call Quality/First Resolution

Customer Service Escalation

Goal Attainment

Call Center Operations

Data Entry

Relationship Building

Customer Needs Assessment

Active Listening

Complex Issue Research

Computer/Windows PC Operation

Manager Product Knowledge

Professional Experience & Accomplishments

TECHNICAL SUPPORT CUSTOMER SERVICE REPRESENTATIVE

Charter – Charlotte, NC April 2022 – Current

Routinely provide customer support, balancing exceptional customer service and research while answering incoming calls in a call center environment.

Resolve issues related to computers, Billing, Emails, modems, internet, networks, software

CUSTOMER SERVICE REPRESENTATIVE

Talent Bridge – Charlotte, NC Nov 2021 – April 2022

Elicited pertinent information from customers and provide guidance and information.

Conducted research and provided updates and status of claims.

Routinely provide customer support, balancing exceptional customer service and research while answering incoming calls in a call center environment.

Elevated customer concerns to managers and supervisors and report adverse events.

CALL CENTER REPRESENTATIVE Nov 2019 – Nov 2020

Davis Vision – Latham, NY

Greeted callers professionally, responding to inquiries promptly.

Deferred queries to line management as required.

Furnished members with details regarding member benefits and insurance eligibility status.

Update information into patient accounts via email and telephone.

Handled billing and processed payments over the phone.

PATIENT CARE ASSISTANT Aug 2019 – Aug 2020

St. Peters Health Partners – Troy, NY

Successfully demonstrated skills and knowledge to provide care to adolescent, adult, and geriatric patients.

Identified patient needs, reported to RN, and conducted delegated nursing care support to patients.

Entered data into Midi-Tech program including vital signs and food intake.

Assisted inpatient discharge and assisted with patient medication refills.

Updated patient charts and accounts.

SECURITY OFFICER Jun 2014 – Jun 2018

oBay Ridge Security – Brooklyn, NY (Jun 2018 – Feb 2019)

oS.E.B. Security – Ossining, NY (Nov 2016 – Jan 2018)

oH.E.L.P Morris – Bronx, NY (Nov 2015 – May 2016)

oFulton Family Residence – Bronx, NY (Jun 2014 – Nov 2015)

Secured healthcare facility, conducted fire drills, checked oxygen tanks.

Answered phone calls and provided needed assistance to callers.

Assisted staff in performing client intake.

Performed routine patrol and check of premises and obtained identification of visitors.

Regularly checked locks, windows, and equipment, implementing asset protection plans.

Granted access to areas based on identification and kept logs of visitors.

Kept records and generated reports on property damage, equipment, and out-of-place occurrences.

Ensured that persons did not possess hazardous substances or weapons inside the facility.

Adhered to local, state, and employer guidelines and policies in conducting functions.

Education

High School Diploma

Bronx Academy High School – Bronx, NY

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