Customer Service Call Center

Jilleena Williams

*******.*********@*****.***

Norristown, PA 19401 484-***-****

Skills

●Call center environment inbound/outbound with AHT (average handle time)

●Transcription/Dictation; scheduling meetings, appointments and airline reservations

●Well experienced in generating newsletters and brochures style materials

●Advanced knowledge of Microsoft Office Word, Excel and PowerPoint

●Over ten years in vendor/subcontractor negotiations and project management skills

Experience

October 2022 - November 2023

Healthcare Services, Inc., East Norriton, PA – Dietary Aide

Assist with preparation as needed by chef/cook

Preparation of desserts and snacks for all patients/residents

Responsible for the cleanliness and sanitation of all kitchen areas

December 2022 – April 2024

B Mathews Horse Grooming/Clipping, Lansdale, PA - Virtual Assistant

Answering inbound/outbound calls

Scheduling appointments/meetings/calendar

Requesting/checking vet records

Light travel

April 2016 – August 2022

Cigna Corporation, Horsham, PA – Customer Service Advocate

●Customer service advocate for pharmacy and medical departments

●Inbound/outbound calls assisting members with pharmacy and medical insurance management skills, orders and questions

●Outreach to retail pharmacies to provide processing of prescriptions for members

●Over 5 years’ experience in medication terminology

March 2015– April 2016

Philidor Rx Services, Hatboro, PA – Patient Care Specialist

●HIPPA Regulations Compliant

●Answer inbound calls when assigned and place outbound calls when required

●Collect customer demographics and accurately enter the information into multiple computer-based applications

●Manage difficult or emotional customer situations; respond promptly to customer needs meet commitments

●Document tickets and escalated emails in all appropriate systems to ensure unparalleled customer service

●Demonstrate professionalism and leadership in all situations

●Rapid fast paced environment with constant change; highly adaptable

7/2014 – 3/2015

Various Temporary Assignments

April 2013 – May 2014

RecordTrak, King of Prussia, PA 19406 – Customer Service

●Obtaining record retrieval procurement of hospitals, doctor offices, employment, insurance agencies and other records.

●Legal liaison

●Maintaining/updating client rolodex database system.

●Verification of confidential attorney, insurance companies and other requesting parties’ documentation.

September 2011 – April 2013

USM Services, Norristown, PA – Customer Representative

●Confirming snow/ice removal services needed by facility

●Contacting vendor/contractor for confirmation of snow/ice removal services needed by the facility

●Confirmation/validation of services performed/rendered

January 1999 – March 2009

RT Environmental Services, Inc., King of Prussa, PA – Office Manager

●Managed, supervised and coordinated daily administrative activities; resulting in a more efficient workflow including meeting critical deadlines.

●Coordination/design of office remodeling activities including contractor bid analysis; negotiate with subcontractors and vendors.

●Implemented and managed the company archival files to a digital database system format with over fifteen years of project history information.

●Responsible for typing company newsletter and brochures

●Dictation transcription of reports, proposals, letters memorandums, voicemail

●messages, etc.; proofreading, scheduling meetings, appointments and airline reservations for the president of the company.

●Managed and updated company client database in File Maker Pro

●Responsible for the operation and maintenance of all office equipment, manipulation

●and management of client database system, maintaining inventory and ordering office

Education

Montgomery County Community College, Blue Bell, PA - Certificate

● Medical Coding/Billing

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