Customer Service Care
Resume:
*** ****** ***, *******, ***** • ********@*****.*** •
JHALESA WILLIAMS
Customer Care Specialist
PROFESSIONAL SUMMARY
Customer Care Specialist with a strong commitment to delivering exceptional service and enhancing customer satisfaction. Demonstrates advanced communication and interpersonal skills, fostering positive relationships and ensuring timely resolution of customer inquiries. Eager to contribute to a team-oriented environment and continuously improve service quality. EMPLOYMENT HISTORY
PATIENT CARE REPRESENTATIVE Apr 2025 - Present
Emerge (remote)
CUSTOMER SERVICE REPRESENTATIVE Dec 2024 - Jun 2025 Concentrix (remote)
HUMAN RESOURCES MANAGER Jan 2024 - Nov 2024
Nightingale Services
CUSTOMER SERVICE REPRESENTATIVE Jan 2023 - Dec 2023 Kinetic
Provided empathetic patient support, ensuring clear communication and fostering trust to enhance overall patient satisfaction.
Coordinated with healthcare professionals to ensure seamless patient care, leading to improved treatment outcomes and patient feedback.
Delivered compassionate care to patients, enhancing their experience through active listening and tailored support. Delivered comprehensive pharmaceutical support, ensuring accurate medication dispensing and contributing to improved patient safety.
Provided exceptional customer support via multiple channels, ensuring client satisfaction and fostering long-term relationships.
Worked closely with team members to develop best practices, resulting in noticeable gains in operational efficiency. Analyzed customer feedback to identify trends, enabling targeted improvements in service offerings and customer engagement.
Assisted customers with Apple Pay questions and concerns. Implemented new recruitment strategies, significantly reducing time-to-hire and enhancing candidate quality. Fostered a positive workplace culture through employee engagement initiatives, improving team morale and collaboration. Analyzed workforce metrics to identify skill gaps, enabling targeted training programs that bolstered employee performance. Install and repair residential and business communications services including telephone, internet, and video. Train and work with tools and test equipment to provide service of multiple different technologies and network designs. Recommend products and services that resolve their communications needs. Work in both buried and aerial plant requiring pole climbing and ladder skills. Safely operate and maintain clean and organized company service vehicle. Work in both inside and outside environments.
Complete necessary safety training and follow safety standards and regulations. Report to the Manager of Local Operations.
STAFF MANAGER Jan 2022 - Feb 2023
Delta Life Insurance Douglas, Ga
CUSTOMER SERVICE AGENT Sep 2017 - Jan 2022
Geico (Hybrid) Macon
• First contact for our customers: answering billing questions, making policy changes, and providing recommendations.
ONBOARDING COORDINATOR /DEBONE &CUT UP TRAINER Feb 2019 - Feb 2021 JBS Pilgrims
•Administer, track, and evaluate all New Hire Orientation and Onboarding training in accordance and compliance with the People Pillar.
RECOVERY AGENT Nov 2015 - Aug 2017
Enhanced Recovery Company
• Phone customer with the intent to retrieve payments for accounts.
• Answered high call volume phone calls.
• Use multiple computer screens to search accounts and enter data.
• Assisted customers with any questions and concerns.
• Produced great productivity to ensure the success of my team.
• Lead training team in to achieving company goals.
• Exceeded budget goal amount obtaining an 111% average. SKILLS
Time Management, Conflict Resolution, Data Analysis, Problem Solving, Team Leadership, Sales Techniques, Technical Support, Customer Relationship Management, HR Compliance. EDUCATION
DIPLOMA Aug 2004 - May 2008
Irwin County High School
Spearhead implementation of cutting-edge insurance technologies, driving digital transformation and streamlining claim processing at Delta Life Insurance.
Achieve substantial growth in policy renewals through strategic client relationship management and tailored insurance solutions at Delta Life Insurance.
Mentor and develop high-performing teams, cultivating a culture of continuous learning and professional growth within Delta Life Insurance.
Directed daily operations to enhance team efficiency, achieving substantial improvements in service delivery and client satisfaction.
Maintained metrics and hitting goals Licensed in property and casualty across 14 states, delivering exceptional customer service as first point of contact for policy inquiries and changes. Consistently met performance metrics while handling diverse customer needs, from billing questions to policy recommendations.
Provided empathetic support to policyholders, addressing concerns and offering tailored solutions to enhance customer satisfaction.
Offered empathetic guidance to policyholders, resolving complex issues and providing tailored solutions to enhance overall customer experience.
Supervise new-hires during the training period and make recommendations to management and/or Human Resources regarding training needs, concerns and continued employment. Develop and promote positive working relationships with new hires, peers, leaders and clients. Meet with trainers, supervisors, Human Resources, and Benefits coordinators to review training materials and processes. Schedule and coordinate training for multiple, sometimes simultaneous, training sessions. Organize and maintain training venues, logistics, and equipment. Participate on HR & company committees.
Work with Excellence Coordinators and HR to help track compliance and results of orientation. Assist HR team with yearly training of all employees.
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