Customer Service & Support Specialist with 10+ Years Experience

CEDRIC D. WILLIAMS, SR.

St. Louis, MO ***** 636-***-**** ************@*****.***

OBJECTIVE

I have been a Customer Service and Call Center Professional with over 10+ years of experience delivering high-quality support across banking, healthcare, telecom, insurance, government services, and member services. In all my endeavors I’ve been known for exceptional communication, strong problem-solving ability, and a consistent track record of meeting and exceeding performance metrics in fast-paced environments. I bring extensive experience handling escalations, resolving complex issues, supporting technical teams, managing sensitive information, and delivering accurate, customer-focused solutions. I am highly adaptable with proven success in roles requiring de-escalation, technical troubleshooting, data accuracy, multi-system navigation, and cross-functional coordination. I am fully committed to providing outstanding service, improving processes, and contributing to a positive team culture.

SKILLS & ABILITIES

Customer Service Skills

● Resolved 95%+ of customer issues on first contact in multiple service roles, consistently praised for professionalism and empathy.

● Trained new team members across several positions, improving onboarding effectiveness and raising team quality metrics.

● Managed escalated complaints and delivered customer-focused resolutions, reducing repeat issues and improving satisfaction.

● Supported multiple system upgrades and workflow enhancements, ensuring smooth transitions and minimal service disruption.

● Handled high-volume call environments with accuracy and timeliness, maintaining quality and confidentiality standards.

● Adapted quickly across banking, healthcare, telecom, claims, and technical support, demonstrating strong versatility.

Technical Skills

- Basic computer proficiency (data entry, software navigation)

- Experience with Apricot, HMIS, and claims systems Team & Organizational Skills

- Collaboration in diverse environments

- Training and mentoring new staff

- Confidentiality and compliance awareness

EXPERIENCE

Member Service Representative

Archimedes – St. Louis, MO April 2024 – Present

● Supported members with account openings, closings, updates, and general inquiries.

● Resolved escalated complaints using strong listening, empathy, and solution-driven communication.

● Ensured accuracy and confidentiality of member data while maintaining compliance with privacy standards.

● Assisted with new system upgrades and contributed to improved member service workflows.

● Onboarded and trained new representatives on customer service best practices. Claims Associate (Temp Assignment)

Mphasis – St. Louis, MO July 2023 – February 2024

● Entered and adjusted inpatient/outpatient claims with high accuracy.

● Prepared provider checks, EOBs, and denial letters and ensured timely distribution.

● Reviewed weekly pre-check registers and supported incoming call coverage.

● Assisted with special projects requiring strong attention to detail. Events Manager

Elite Events STL – Bridgeton, MO June 2019 – October 2023

● Managed full event lifecycle including booking, vendor selection, negotiation, and logistics.

● Coordinated venue setup, staff assignments, and day-of operations.

● Quickly resolved onsite issues to ensure seamless event delivery and client satisfaction.

Technical Support Specialist (Temp Assignment)

Spectrum – St. Louis, MO December 2022 – May 2023

● Provided technical assistance to field technicians for residential and commercial services.

● Investigated and escalated provisioning, network, switch, and service issues.

● Opened and tracked trouble tickets and supported installation and repair functions from IVR and Tech Mobile.

Data and Records Analyst

Criminal Justice Ministry – St. Louis, MO June 2021 – November 2022

● Ensured accuracy and integrity of data in Apricot and HMIS systems.

● Managed system roles and permissions and reconciled records for compliance.

● Trained program staff on documentation, data entry, and reporting expectations. Physician Scheduling (Temp Assignment)

Cardinal Glennon Hospital – St. Louis, MO April 2019 – June 2021

● Scheduled exams, surgeries, and consultations with precision and attention to patient needs.

● Maintained compliance with HIPAA, MSP, EMTALA, and hospital policies.

● Supported patient intake, insurance verification, and documentation management. IT Tech Support (Temp Assignment)

ShipWorks (Office Team) – St. Louis, MO April 2018 – February 2019

● Installed and configured hardware/software and performed system diagnostics.

● Troubleshooted user issues and conducted testing to ensure system functionality. Security Operations Specialist 4 (Temp Assignment) Wells Fargo Advisors – St. Louis, MO August 2017 – April 2018

● Supported internal and external customers with account and documentation inquiries.

● Reviewed and submitted reports, ensuring accuracy and policy compliance.

● Communicated daily status updates to leadership. Patient Access Representative (Temp Assignment)

BJC Healthcare – St. Louis, MO April 2016 – August 2017

● Assisted patients with registration, insurance verification, and procedure intake.

● Ensured compliance with HIPAA, MSP, JCAHO, EMTALA, and hospital protocols. Bank Teller (Temp Assignment)

Neighbors Credit Union – St. Louis, MO September 2015 – March 2016

● Processed customer deposits, withdrawals, and account transactions.

● Opened new accounts and delivered friendly, accurate service. EDUCATION

St. Louis Community College – Forest Park, St. Louis, MO. B.A. in General Studies, Focus: Information Technology (Expected May 2028) Construction Career Center High School, St. Louis, MO. Coursea-Cyber Security Analyst Certification-(Expected 2026) General Curriculum. Earned G.E.D. at STLCC (2015)

REFERENCES

Available upon request.

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