Customer Service Project Management

MAKAIYA WILLIAMS

Aubrey, TX *****

940-***-**** *****************@*****.***

PROFESSIONAL SUMMARY

Results-driven professional with a strong work ethic and a proven ability to lead and motivate teams. Over 7 years of experience in customer service, operations, and administrative roles with increasing responsibility. Adept in project management, employee training, and conflict resolution. Licensed in Life, Health, and Accident Insurance, with extensive experience in healthcare, insurance, and client services. Known for thriving in high-pressure environments, maintaining productivity, and delivering consistent results. Seeking to leverage leadership skills in a Supervisor position.

CORE SKILLS

- Team Leadership & Staff Training

- Conflict Resolution & Performance Coaching

- Project Management & Process Improvement

- Life, Health & Accident Insurance Knowledge

- Data Analysis & Report Generation

- CRM Systems (Salesforce, SAP)

- Customer Service & Relationship Management

- Time & Schedule Management

- Microsoft Office Suite QuickBooks Service Cloud

PROFESSIONAL EXPERIENCE

Accenture – PA Investigation Analyst

April 2021 – Present

- Supervise and support investigative processes for premium assistance eligibility cases.

- Analyze documentation, determine qualification, and liaise with clients to gather or clarify information.

- Serve as the key point of contact between clients, internal teams, and stakeholders.

- Lead process improvement initiatives and train new hires on eligibility protocols and case management tools.

- Manage multiple projects while meeting quality and deadline standards.

Texas Department of State Health Services – COVID-19 Contact Tracer

May 2020 – August 2021

- Conducted outreach and assessments using Salesforce to track COVID-19 exposures.

- Educated the public on CDC guidelines and quarantine procedures.

- Referred individuals to appropriate health resources while maintaining sensitive data integrity.

JPMorgan Chase – Mortgage Specialist

June 2020 – September 2020

- Processed mortgage payments, performed credit assessments, and handled judgmental lending procedures.

- Managed up to 75 calls per shift and upheld client satisfaction by providing tailored financial solutions.

- Developed documentation and internal communication strategies for departmental meetings.

Panera Bread, Denton, TX – Associate Trainer

May 2019 – March 2020

- Trained and mentored new team members on customer service and operational standards.

- Ensured compliance with health and food safety protocols.

- Fostered positive team culture and supported leadership with onboarding processes.

Humana, Irving, TX – Customer Service Representative

April 2017 – August 2018

- Delivered exemplary service to Medicare clients, resolved claims, and processed new member registrations.

- Demonstrated patience and professionalism in handling sensitive and complex customer issues.

Sales Consultant

March 2016 – October 2016

- Employed a consultative sales approach to exceed individual sales targets.

- Conducted product demonstrations and resolved client concerns with efficiency.

EDUCATION & CERTIFICATIONS

Jack E. Singley Academy, Irving, TX

High School Diploma

BGM Beauty of Science, Dallas, TX

Texas Cosmetology License

Texas Department of Insurance

Licensed in Life, Health, and Accident Insurance

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