Precious Williams
Baltimore
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
Work History
Customer Service Advocate II
CareFirst BCBS
10.2025 - Current
- Provides first-level problem resolution to member, provider, and broker inquiries via telephone by gathering and researching information; examines claim submissions verifying claim and system accuracy as well as liability, validates customer understanding of all information and resolves issues based on applicable policies and procedures.
- Delivers accurate information about Medicare Advantage to those 65 and older customers following performance goals and objectives.
- Maintains customer advocate records by identifying underlying customer needs and guiding them to appropriate resources or programs updating account information by effectively utilizing the business areas enrollment/inquiry tracking system & processes.
- Resolved complex customer issues by utilizing problem-solving skills and product knowledge, resulting in a 96% increase in issue resolution
Customer Service Agent
MMCIS Group
06.2024 - 10.2024
- Completed on average 93 daily calls, with an estimated 62 applications for government-assisted health coverage.
- Resolved customer inquiries related to member-specific Medicaid coverage and complaints professionally and promptly.
- Monitored customer satisfaction surveys and took corrective action when necessary, to achieve an 89% increase in repeat business.
Customer Service Manager
Hertz
08.2020 - 03.2024
- Led a team of 3 customer service representatives to consistently exceed monthly sales targets by 16% to guarantee bonus payouts.
- Developed customer service strategies to improve customer satisfaction, customer retention & return of services.
- Monitored customer feedback and complaints to identify areas of improvement.
- Assisted my team with customer contracts to ensure a smooth transition for customers during their time in rental cars with the Lyft program.
Call Center Agent
Amerihealth Caritas
08.2016 - 12.2019
- Followed up with customers after their initial call to ensure satisfaction with the provided resolution.
- Maintained a high level of knowledge about the Washington, DC Medicaid program, company products, services, and policies.
- Achieved top performer status for three consecutive months, managing an average of 60 calls per day with a 90% customer satisfaction rating.
- Resolved escalated calls from internal and external customers promptly using available resources as needed.
Education
Bachelor of Science - Healthcare Administration
Southern New Hampshire University
Hooksett, NH12-2026
Skills
- Phone Operations
- Active Listening
- Dedication
- Adaptability
- Communication
- Problem-Solving
- CRM
- Empathy
Timeline
Customer Service Advocate II
CareFirst BCBS
10.2025 - Current
Customer Service Agent
MMCIS Group
06.2024 - 10.2024
Customer Service Manager
Hertz
08.2020 - 03.2024
Call Center Agent
Amerihealth Caritas
08.2016 - 12.2019
Bachelor of Science - Healthcare Administration
Southern New Hampshire University