Customer Service Delivery

Unique Williams

*************@*****.*** 704-***-****

SUMMARY

Customer service professional with over 4 years of experience in retail and telecommunications. Demonstrated expertise in resolving customer inquiries and complaints, leading to a 20% increase in customer satisfaction scores. Proficient in using CRM systems to track interactions and enhance service efficiency. Excellent communication and interpersonal skills, enabling effective collaboration with team members and a strong rapport with customers.

WORK EXPERIENCE

Lowe’s Remote

Central Quoting Coordinator Jul 2018 - Present

• Cultivate robust relationships with clients, employees, installers, and vendors to enhance collaboration and improve service delivery, resulting in increased customer satisfaction and loyalty.

• Proactively qualify leads through targeted outreach, identifying potential clients and opportunities that drive sales and support business growth.

• Coordinate and schedule in-home consultations for projects, ensuring seamless communication with clients to confirm their satisfaction and promptly address any concerns that arise.

• Lead training and mentorship programs for new employees, fostering a knowledgeable team capable of delivering exceptional service and contributing to overall operational efficiency.

• Streamline order management processes by diligently reviewing and updating action items, effectively managing customer feedback, and ensuring timely follow-up on outstanding issues to enhance overall service quality. Anthem Remote

Healthcare Utilization Management Specialist I May 2021 - Mar 2022

• Coordinated and managed cases for precertification and prior authorization review, ensuring that all necessary medical documentation was accurately collected and submitted to facilitate timely approvals for patient treatments.

• Handled incoming calls and post-service claims inquiries, effectively addressing questions from patients and healthcare providers while resolving issues to ensure a seamless claims process and enhance patient satisfaction.

• Assessed patient contract and benefit eligibility, providing authorization for inpatient admissions, outpatient precertifications, and prior authorization requests, with a focus on compliance with healthcare regulations and policies.

• Referred complex cases requiring clinical review to Nurse reviewers, ensuring that all pertinent medical information was communicated clearly to support informed decision-making and optimal patient care outcomes.

• Identified and entered referral requests into the Utilization Management (UM) system, adhering to established healthcare guidelines and compliance standards, while responding promptly to inquiries from clients, providers, and internal departments to improve overall service delivery and operational efficiency. Lowe’s

Customer Engagement Coordinator Aug 2017 - Jul 2018

• Delivered effective, customer-centric support across multiple communication channels, including phone, email, chat, and text, ensuring a seamless experience for customers seeking assistance.

• Collaborated with team members to enhance service delivery in the contact center, implementing best practices that improved response times and overall customer satisfaction.

• Utilized problem-solving skills to address customer inquiries and resolve issues promptly, fostering positive relationships and building customer loyalty.

• Analyzed customer feedback and engagement metrics to identify trends and areas for improvement, contributing to the development of strategies that enhanced service quality.

• Trained and mentored new team members on customer engagement protocols and systems, promoting a culture of excellence and ensuring consistent service delivery across all channels. EDUCATION

Forsyth Tech

Associate, Business Management

May 2025

SKILLS

Customer Service • Healthcare Utilization Management • Claims Processing • Medical Documentation • Patient Advocacy • Insurance Verification • Compliance Knowledge • Communication Skills • Problem-Solving • Relationship Management • Data Entry Accuracy • Patient Eligibility Assessment • Precertification Coordination • Prior Authorization Requests • Interpersonal Skills • CRM Proficiency • Trend Analysis • Call Center Experience • Medical Terminology • Training and Development • Attention to Detail • Case Management

• Workflow Improvement • Multi-Tasking • Team Collaboration • Patient Satisfaction Enhancement • Referral Management • Conflict Resolution • Quality Assurance • Health Regulations Knowledge • Adaptability

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