Outdoors
Douglas Williams
Chandler,AZ
Summary
Efficient professional with 10 years of experience in the customer service and financial services industry. With the past 5 years being in taxes or Medicare related services.
Bankruptcy professional with strong foundation in managing case files, ensuring compliance with legal standards, and coordinating timelines. Known for collaborative approach and achieving dependable results in dynamic environments. Exhibits proactive mindset and adaptability, along with expertise in legal documentation and stakeholder communication.
Overview
10
10
years of professional experience
Work History
Bankruptcy Case Manager I,II
NewRez
01.2024 - Current
- Managed case files through all stages of bankruptcy proceedings, ensuring compliance with legal requirements.
- Collaborated with attorneys and clients to gather necessary documentation for filing and hearings.
- Developed strategies for effective case management, enhancing workflow efficiency and reducing processing time.
- Handled filings on all chapters including heloc,unsecured claims
- Reduced paperwork errors by meticulously reviewing all submitted documents for accuracy and completeness.
- Developed strong relationships with court personnel and other professionals within the legal community that facilitated smoother case resolutions.
- Monitored changes in bankruptcy legislation, keeping up-to-date on relevant developments that could impact ongoing cases.
- Collaborated with attorneys to develop comprehensive case strategies that maximized the likelihood of successful outcomes.
- Trained new employees on bankruptcy case management practices, fostering teamwork and enhancing overall department efficiency.
- Average about 200 filings a month
- Managed case files, ensuring compliance with legal requirements and deadlines.
Lead Customer Service Manager
Shield Financial Services
12.2019 - Current
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Improved customer service initiatives by streamlining sales and order management processes.
- Created and reviewed invoices to maintain accuracy while working with customers to answer questions and address payment issues.
- Increased customer retention by developing and offering unique discount options while driving interest in new product lines.
- Maintained accurate records of customer interactions and transactions.
- Analyzed customer data to provide insights on trends, preferences and needs.
- Ensured compliance with company policies and regulations related to customer service operations.
- Implemented streamlined communication processes, improving response times to customer inquiries.
- Oversaw implementation of CRM systems, optimizing data management for enhanced customer interactions.
MEDICARE SALES
HP one
07.2019 - 12.2019
- Completed AHIP/ACA Certifications
- Inbound calls regarding Medicare, sales, customer support
- Used consultative approach to sell members on current plans offered by carrier.
- Met or exceeded compliance and quality metrics for both broker and carrier.
- Developed and implemented sales strategies to increase Medicare enrollment.
- Conducted extensive market research to identify potential customers.
- Analyzed customer data and identified trends in the Medicare market.
- Coordinated events, seminars, and workshops to promote Medicare products.
- Maintained accurate records of sales activities and customer interactions.
- Assisted customers with selecting appropriate plans based on their needs.
- Identified opportunities to expand business into new markets.
- Resolved customer complaints quickly and professionally.
CLAIMS PROCESSING
Hawaii Mainland Administrators
01.2019 - 06.2019
- Took inbound claims, customer service, Insurance broker calls.
- Determined if claim submission was completed correctly, verified data and entered the system for adjudication.
- Research and process claims according to the processing guidelines and in line with summary of benefits.
- Contact and follow up with members for additional correspondence.
- Responsible for accurate and timely daily reports
- Assists with the training of new hires.
- Met and maintained performance goals established for position in areas of quality, production and attendance.
- Leveraged new systems and training resources to help apply claims processes and procedures.
- Completed daily documentation and communicated status of claims to adhere to reporting requirements.
- Reviewed and processed claims for accuracy prior to submission.
- Investigated, researched, and resolved discrepancies in claim documentation.
- Verified insurance coverage of claimants and updated records accordingly.
- Adhered to company policy when processing claims.
- Assisted customers with inquiries regarding their health insurance claims.
CUSTOMER SERVICE, LEAD
Macy's Federated, Bloomingdales
11.2015 - 12.2018
- Worked to maintain relationships with top tier customers.
- Handled escalated calls/customers.
- Maintain quality audits/Customer satisfaction scores.
- Met or exceeded standards consistently.
- Average handling time was met or exceeded.
- Worked within multiple proprietary programs; Customer credit information, Credit services Inbound and outbound calls.
- Upsold customers on premium items and upgrades
- Assisted customers with mobile app and PC troubleshooting.
- Promotion within company and departments
- Consistently offered upsell products to complete clients purchase.
Education
High School Diploma -
MARANA HIGH SCHOOL
Marana, AZ05.2002
Skills
- Technical Support
- Customer Conflict resolution
- Building customer and brand loyalty
- Account management
- Service Delivery Optimization
- Quality Assurance
- Information Security
- One Call Resolution
- Complaint Resolution
- Account Management
- Call Monitoring
- Workflow Management
- Regulatory Compliance
- Handling Escalations
- Audit Support
- Account Authorizations
- Customer Relations
- Conflict Resolution Techniques
- Problem-Solving
- Debt restructuring
- Bankruptcy law expertise
- Case prioritization
- Claims review
- Written and verbal communication
- Document preparation
- Documentation processing
- Telephone etiquette
- Bankrupt accounts assessments
- Bankruptcy court interactions
- Compliance assurance
- Regulatory assurance
- Teamwork
- Teamwork and collaboration
- Customer service
Certification
- Licensed insurance agent since 2011
- Ahip 2024,2025,2026
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Career advancement401k matchHealthcare benefitsStock Options / Equity / Profit SharingWork-life balanceWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Interests
Fishing
Spending time with my nephew
Timeline
Bankruptcy Case Manager I,II
NewRez
01.2024 - Current
Lead Customer Service Manager
Shield Financial Services
12.2019 - Current
MEDICARE SALES
HP one
07.2019 - 12.2019
CLAIMS PROCESSING
Hawaii Mainland Administrators
01.2019 - 06.2019
CUSTOMER SERVICE, LEAD
Macy's Federated, Bloomingdales
11.2015 - 12.2018
High School Diploma -
MARANA HIGH SCHOOL