Customer Service Data Entry

Danaisa Williams

Email: *****************@*****.*** Phone: 980-***-****

A motivated and detail-oriented Customer Service Professional with 6+ years of experience delivering exceptional client support in banking, healthcare, and finance sectors. Proven track record of managing high call volumes, resolving escalations, and maintaining client satisfaction while adhering to company policies and regulatory requirements. I am skilled in problem-solving, data entry, account reconciliation, and communication. Recognized for improving team efficiency and providing empathetic, solution-driven customer care.

Analytical Problem Solving

Assertiveness

Dedication

Escalations & Complaints

Communication Skills

Integrity

Coaching &

Development

Detail-oriented

Data-entry

Professional Experience

Ttec - Concord, NC

Customer Service Supervisor 07/2022 – Present

• Supervised and coached a team of 15+ Customer Experience Specialists, increasing team productivity by 20% and reduced escalation volume by 30%.

• Maintained service-level standards and call handling quality, contributing to a 95% average CSAT score over 3 years.

• Conducted weekly quality reviews and performance coaching sessions; implemented improvement plans that enhanced call resolution accuracy by 25%.

• Oversaw HR-related tasks such as timecard approvals, PTO scheduling, disciplinary actions, and monthly performance evaluations.

• Led daily team huddles and managed shift schedules to ensure optimal call center coverage.

• Developed SOPs and updated knowledge base articles, reducing new hire onboarding time by 28%.

• Investigated and resolved escalated customer complaints with an 85% first-contact resolution rate.

Atrium Health – Charlotte, NC 8/2019 to 07/2022

Guest Relations Representative

• Verifies registration and escorts patients and guests to their destination by walking or using a wheelchair.

• Gives personal attention, takes personal responsibility and uses teamwork when providing guest services. Responds promptly to patient, family and team member requests. Assists in the identification of patient and family needs and secures appropriate referrals, solutions and services to the identified needs.

• Collects data and documentation to assist in the identification of areas needing improved customer service. Assists leaders in recommending changes in facility and departmental policy and procedure.

• Facilitates improved customer service by identifying, investigating and directing complaints, concerns and compliments to the appropriate team members and leaders.

• Records and submits all documentation/statistical reports for services provided to patients and families, including transportation vouchers, bus passes, emergency clothing, etc.

• Assists the leadership team with the ongoing evaluation of the program, customer satisfaction, development of personal and departmental educational plans and quality guidelines.

• Maintains close communication with leaders regarding the department and problem areas. Requests assistance as needed for additional team members or other resources.

• Clerical handling of departmental, hospital and organizational reports and forms.

• Assists leadership team with the orientation, daily activities and evaluation of volunteers and interns. Acentra Health – Charlotte, NC 3/2017 to 8/2019

Customer Service Representative

• Develops and maintains working knowledge of internal policies, procedures, and services (both departmental and operational)

• Utilizes automated systems to log and retrieve information. Performs accurate and timely data entry of electronic faxes

• Receives inquiries from customers or providers by telephone, email, fax, or mail and communicates response within required turnaround times

• Responds to telephone inquiries and complaints in a prompt, accurate, and courteous manner following standard operating procedures

• Interacts with hospitals, physicians, beneficiaries, or other program recipients

• Investigates and resolves or reports on customer problems. Identifies and escalates difficult situations to the appropriate party

• Meets or exceeds standards for call volume and service level per department guidelines

• Initiates files by collecting and entering demographic, provider, and procedure information into the system

• Serves as liaison between the Review Supervisors and external providers

• Maintains logs and documents disposition of incoming and outgoing calls

• Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules

Education and Training

Providence High School - Charlotte, NC 08/12 to 05/15

- High School Diploma

Core Competencies

• Team Leadership & Staff Supervision

• Escalation Management & Conflict Resolution

• Customer Satisfaction (CSAT) & Retention

• Coaching, Training & Mentorship

• KPI & SLA Monitoring

• Call Center Operations & Workforce Management

• Performance Evaluations & Improvement Plans

• CRM Tools: Salesforce, Encompass, Skyslope

• Reporting & Documentation

• Process Improvement & Root Cause Analysis

• Microsoft Office Suite & G Suite

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