Operations & Service Professional with 7+ Years Experience

Terris Williams

Washington, DC 202-***-**** ******.**********@*****.***

Professional Summary

Experienced and detail-oriented professional with over 7 years of experience in customer service, administration, finance, and healthcare support. Proven ability to manage high-volume calls, resolve complex issues, and deliver empathetic, patient-centered service while maintaining compliance with organizational policies and procedures.

Work Experience

Call Center Representative (Tier 1)

Kaiser Permanente Nov 2025 – Present

- Serve as the first point of contact for Kaiser Permanente members, managing high-volume inbound calls regarding health plans, benefits, appointments, referrals, and services.

- Provide accurate information on coverage, eligibility, and claims while ensuring HIPAA compliance.

- Schedule appointments and coordinate care using internal healthcare systems.

- Resolve member concerns efficiently and escalate complex cases as appropriate.

- Deliver empathetic, patient-centered service to ensure positive member experiences.

- Maintain detailed documentation to support continuity of care and operational efficiency.

Collections Tax Examiner

Office of Paid Family Leave (OPFL) – Washington, DC Apr 2021 – Dec 2024

- Conducted detailed analyses of taxpayer accounts to ensure compliance with federal and local regulations.

- Identified and resolved discrepancies to improve accuracy and collection timelines.

Staff Assistant

Department of Employment Services (DOES - OPFL) – Washington, DC Mar 2020 – Apr 2021

- Managed schedules, correspondence, and internal communications.

- Maintained organized records and supported administrative operations.

Unemployment Insurance Staff

Department of Employment Services (DOES - UI) – Washington, DC Mar 2020 – Apr 2021

- Guided claimants through filing new and reopened unemployment insurance claims via phone.

- Resolved inquiries efficiently to support timely benefit delivery.

Education

Trinity Washington University – Washington, DC Attended 2018–2019

Delaware State University – Dover, DE Attended 2016

Thurgood Marshall Academy PCHS – Washington, DC High School Diploma, 2016

Skills

- Customer Service & Call Center Operations

- Healthcare Member Support

- HIPAA Compliance

- Microsoft Office Suite

- Conflict Resolution & Problem Solving

- Professional Communication

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