Zanti Williams
Charlotte
Summary
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
5
5
years of professional experience
Work History
Administrative Assistant
Department Health and Human Services
05.2024 - Current
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
Rep 1 Business Tech Support
Spectrum
04.2023 - 03.2024
- Greeted customers and responded to inquiries in a timely manner.
- Provided customer service by answering product and service related questions.
- Assisted customers with order placement, returns, exchanges, and refunds.
- Processed payments using point of sale system software.
- Answered phone calls and directed them to appropriate personnel.
- Maintained knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.
- Resolved customer complaints in a professional manner while remaining empathetic to their concerns.
- Demonstrated strong problem solving skills when faced with challenging situations or complex inquiries from customers.
- Educated customers on product features and benefits to ensure they had an excellent shopping experience.
- Consistently met daily performance goals set by management team members.
- Provided technical assistance to customers through phone, email and chat support.
- Troubleshot customer inquiries related to software and hardware issues.
- Assisted customers with installation of new hardware and software applications.
- Diagnosed system errors and implemented solutions to resolve them.
Tech Support
Tmoblie
02.2022 - 03.2023
- Provided company users with tech support for IT problems and account maintenance.
- Provided technical support for system and network issues.
- Provided technical support for troubleshooting issues related to existing products or processes.
- Analyzed system logs to identify potential problems, implemented solutions and provided technical support to users.
- Provided technical support to customers when troubleshooting operational issues.
Healthcare Customer Service Representative
TTEC
03.2021 - 01.2022
- Managed incoming calls from patients and other healthcare facilities to provide information or schedule services.
- Assisted in checking patient's insurance eligibility prior to their appointment.
- Maintained client confidentiality according to HIPAA regulations at all times.
- Processed paperwork related to medical claims processing including authorizations, referrals, pre-certifications.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Reviewed eligibility responses to assess patient benefit level and prepare estimates.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Reviewed applications for eligibility and determined whether applicants met the criteria to receive benefits.
- Maintained comprehensive knowledge of program regulations, policies, and procedures.
- Analyzed financial information provided by applicants to verify income levels.
- Assisted clients with completing forms required for processing applications.
- Ensured compliance with all applicable laws and regulations governing benefit programs.
- Researched case histories, court decisions, legal articles, statutes, codes, and other data pertinent to determination of eligibility.
- Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
- Granted, modified, denied, or terminated assistance based on key information and eligibility determination.
Customer Service Representative
Iqor Holdings US
10.2019 - 03.2021
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Education
High School Diploma -
West Mecklenburg High School
Charlotte, NC06-2008
Skills
- Needs analysis
- Sales Reporting
- Customer Support
- Technical Troubleshooting
- Client Service
- Customer Relations
- Clinical Documentation
- Patient Relations
- Medical Records Management
- HIPAA Compliance
- Claims Processing
- Insurance Claims
- Insurance claims management
- Provider Relations
- Insurance claims processing
Education and Training
other
Timeline
Administrative Assistant
Department Health and Human Services
05.2024 - Current
Rep 1 Business Tech Support
Spectrum
04.2023 - 03.2024
Tech Support
Tmoblie
02.2022 - 03.2023
Healthcare Customer Service Representative
TTEC
03.2021 - 01.2022
Customer Service Representative
Iqor Holdings US
10.2019 - 03.2021
High School Diploma -
West Mecklenburg High School
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