Nyasija Williams
Caledonia
Summary
Customer service expert with extensive experience in troubleshooting and optimizing service processes. Proficient in leveraging CRM technologies and mentoring new staff while ensuring compliance and enhancing customer satisfaction through effective issue resolution and workflow management.
Overview
7
7
years of professional experience
Work History
Lead Intake Specialist
Cohere Health Inc
01.2022 - 03.2026
- Led team of intake agents in processing medical authorization requests while ensuring HIPAA compliance and adherence to internal guidelines.
- Served as primary point of contact for system navigation and workflow optimization, enhancing case resolution efficiency.
- Monitored daily performance metrics and conducted audits to identify trends, resolve discrepancies, and drive continuous improvement.
- Facilitated biweekly documentation and correction of agent timecards, reducing payroll errors by 30 percent.
- Participated in cross-departmental meetings to provide feedback on platform enhancements and customer experience strategies.
- Trained and onboarded over 15 new employees, offering mentorship and technical support throughout ramp-up period.
- Maintained clinical records and required paperwork in compliance with agency standards.
Customer Service Representative
Walmart
Starkville
07.2019 - 01.2022
- Assisted customers with inquiries and resolved issues quickly.
- Maintained product knowledge to provide accurate information to customers.
- Handled returns and exchanges following company policies.
- Trained new staff on customer service protocols and best practices.
- Answered customer inquiries and provided accurate information regarding products and services.
Education
Associate of Applied Science - Computer Information Systems
Mississippi Delta Community College
Greenwood, MS05-2027
High School Diploma -
Amanda Elzy High School
Greenwood05-2018
Skills
- Troubleshooting
- Operating Systems
- Network Support
- Remote Support
- Help Desk Software
- Customer Relationship Management (CRM)
- Time Management
- Records management
- Document management
- Project management
- Team collaboration
Timeline
Lead Intake Specialist
Cohere Health Inc
01.2022 - 03.2026
Customer Service Representative
Walmart
07.2019 - 01.2022
Associate of Applied Science - Computer Information Systems
Mississippi Delta Community College
High School Diploma -
Amanda Elzy High School