Stacia Williams
@staciawilliams
Claims Consultant with 8+ years improving service outcomes through analysis and issue resolution.
JamaicaWhat I'm looking for
I’m a Claims Consultant with 8+ years of experience spanning customer service, claims intake, and operational management. I focus on turning complex situations into clear next steps for customers and internal teams, while maintaining accuracy and compliance.
In my most recent role, I managed initial claim intake by collecting key loss details from phone and email, scheduling contractor dispatches, and coordinating communication between customers and internal departments. I handled irate customers by leading with empathy, reassurance, and precise information gathering to support smooth daily service delivery.
Previously, as a Consultant, I analyzed account performance data to find growth opportunities, optimized resource allocation, and built strategic plans aligned with client objectives. I also monitored compliance with contractual agreements and industry regulations to maintain service quality and minimize risk exposure.
I’ve also supported customers across the full experience—from product selection and billing to returns, exchanges, and technical support. Early leadership experience included coaching and training teams, tracking operational performance through monthly reports, and strengthening customer satisfaction and loyalty.
Experience
Work history, roles, and key accomplishments
Claims Consultant
Trident BPO
Oct 2024 - May 2026 (1 year 7 months)
Managed first-notice claim intake via phone and email, collecting loss details including time, location, and reported injuries. Scheduled contractor dispatches and coordinated communication across internal teams to drive timely, compliant issue resolution and maintain service quality.
Account Consultant
Sutherland Global Services
May 2019 - Sep 2024 (5 years 4 months)
Analyzed account performance data to identify growth opportunities and improve resource allocation to support profitability. Built strategic plans, resolved complex client inquiries, ensured compliance with contractual and industry regulations, and handled upselling as a sales agent and end-to-end invoicing as a billing agent.
Customer Service Representative
Pro Assembly Window Company
Jan 2017 - Sep 2018 (1 year 8 months)
Resolved customer complaints promptly by supporting product selection, ordering, billing, returns, exchanges, and technical support. Maintained strong customer relationships through accurate information delivery and collected survey feedback to improve service quality.
Manager
Rack City
Dec 2014 - Nov 2016 (1 year 11 months)
Coached, mentored, and trained team members to improve performance and customer satisfaction. Managed budgets and expenditures, tracked operational performance metrics, and delivered monthly reporting to senior management.
Personal Assistant to Principal
Faith Christian Academy
Sep 2008 - Nov 2008 (2 months)
Coordinated the principal’s calendar, scheduling meetings, appointments, and events while arranging travel plans including bookings and accommodations. Managed correspondence and document preparation, maintained organized filing systems, and directed visitors to appropriate staff or classrooms.
Education
Degrees, certifications, and relevant coursework
Victor Dixon High School
High School Diploma
Completed secondary education and earned a high school diploma at Victor Dixon High School.
Spaldings High School
High School Diploma
Completed secondary education and earned a high school diploma at Spaldings High School.
Knox Community College
Some College (No Degree)
Attended Knox Community College; completed some college coursework with no degree indicated.
Availability
Location
JamaicaAuthorized to work in
Job categories
Skills
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