WILLIAM L. DAVIS III
Rochester,NY.
Summary
Diverse background ranging over multiple disciplines; Social and Human Services experience along with; managerial/ supervision; training and the cultivation of customer service environments. Over ten years with Social Security resolving entitlement programs as well as Publicly funded social programs. Immersed in Client Relations development and Person-Centered Counseling techniques. Professional achievements: Instrumental in the development and delivery of the first t customer service department at Deluxe Check Printers, Inc., Pittsburgh. PA.,serving as a prototype for future investments. Established company-wide standard operating procedural manuals, documenting all customer service processes improving effectiveness and experience of each customer interaction at Dunlop Tire Corp, exceeding customer expectations. Established First National Customer Service week Dunlop Tire. Certified Trainer “Customer Service American Institute of Customer Service Chicago, IL”. Implemented Quality Assurance initiatives defined by ISO9000 continuous improvement modals driving quality and customer satisfaction quotients. Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
47
47
years of professional experience
Work History
Regional Team Lead
NY Connects/Health Care Advocate, Regional Center for Independent Living
Rochester, NY
02.2022 - 08.2023
- Primary mission and/or objective(s) are to assist individuals in discovering solutions and/or services to address unmet needs employing the concept of “Person Centered Counseling.” Performed Information, Referral and Assistance services, linking consumers with a myriad of Human Services groups addressing deficits whether personnel, financial, physiological, mental, housing providing access to a spectrum of social welfare entities and businesses
- Principal charge was assisting individuals aged sixty or less apply for any Publicly or Federally funded programming
- Disability applications and associated processes were my sole dominion.
Sr. Provider Enrollment Adviser
Zelis Payments
Clearwater, FL
04.2017 - 02.2019
- Responsibilities entail enrolling strategic enterprise health care providers and/or facilities into Zelis services
- Capture and increase market share by growing revenue; meeting or exceeding goals and/or objectives by 25.6%
- Work in concert with support teams, executing member agreements; account maintenance; all in the provision of superior customer service
- Participate in marketing promotions and/or other outreach projects as required
- Managed time efficiently in order to complete all tasks within deadlines.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Quality Associate
FIS
St. Petersburg, FL
01.2015 - 04.2017
- Responsible for increasing customer satisfaction by focusing on improving customer service associates’ effectiveness and interactions; helping customer service associates maximize their potential; creating a positive environment, providing regular feedback; ongoing training through monitoring, mentoring, and coaching
- While balancing need to satisfy customers; with equally important need to meet performance goals
- Quality Assessment Certified both in Ever Bank and USV credit division.
Patient Services Representative
Aspen Dental Corp
St. Petersburg, FL
06.2014 - 11.2015
- Patient consultations; scheduling accepted treatment plans; payment and credit application processing; reconciliation of accounts; Insurance eligibility and benefits determinations; front office management.
- Maintained patient confidentiality by adhering to HIPAA regulations and diligently updating records as needed.
- Resolved patient complaints promptly, demonstrating empathy and understanding while seeking mutually beneficial solutions.
- Reviewed and corrected claim errors to facilitate smooth processing.
- Collaborated with interdisciplinary teams to ensure comprehensive care for each patient, improving overall health outcomes.
Specialist Service Resolution Representative
HSN, Inc
St. Petersburg, FL
08.2008 - 06.2014
- Resolution of escalated customer inquiries
- Quality assurance, of internal and external customer contacts; evaluation of account profiles, order assistance and provision of excellent customer service internally and externally
- Technical support for order entry and on-line processes
- Peer Coach; Voice of the customer deposition team.
- Developed strong client relationships through consistent communication and attentive service.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Listened and responded to customer requests and forwarded necessary information to superiors.
Resource Center Training Manager
Center for Community and Economic Justice
St. Petersburg, FL
07.2007 - 08.2008
- Prepared Medicaid, Disability, unemployment, and other social insurance claims; Implemented on-site G.E.D program serving community and site clientèle
- Assisted in preparation of resumes, job searches, and interviewing skills
- Instructed basic computer and Internet skills.
- Managed new employee orientation training process for more than 8 employees each year.
Social Insurance Generalist Claims Representative
Social Security Administration
Niagara Falls, NY
03.1997 - 03.2006
- Adjudication of Survivor; Retirement; Auxiliary; Disability; Supplemental insurance and Medicare claims
- Negotiated authorizations and disallowance on income execution
- Identified and resolved discrepancies, processed adjustments
- Managed requests for Social Security cards
- Evaluated work activity program
- Served as liaison for various state and Government agencies/programs; Medicare, Veterans Administration, Railroad Board; and Medicaid
- Developed strong customer relationships through attentive listening and prompt resolution of concerns.
- Coordinated schedules, set appointments, and prepared related materials.
Business Development Manager
InGram Micro
Niagara Falls, NY
02.1995 - 03.1997
- Established relationships with key contacts who purchased wholesale volumes of computers, servers, and related products
- Provided technical and sales support assistance to distributors of micro processing equipment and related products.
- Increased client base by identifying new business opportunities and cultivating strong relationships with key decision makers.
- Managed a diverse portfolio of accounts, consistently exceeding revenue targets through upselling strategies and exceptional customer service.
- Negotiated and closed long-term agreements with new clients in assigned territory.
Marketing Manager and Safety Director
LHP Transportation Services, Inc
Niagara Falls, NY
11.1993 - 02.1995
- Developed and implemented sales and marketing strategies that resulted in a 94.8 % increase in net sales
- Grew customer base by 105%
- Managed Department of Transportation Drivers Compliance System.
Senior Supervisor Customer Service
Dunlop Tire Corporation
Tonawanda, NY
09.1989 - 11.1993
- Developed customer service supervisors and staff
- Implemented training programs
- Created employee Recognition and Awards programs
- Fostered effective communication by providing constructive feedback and sharing knowledge across business lines.
- Enhanced team productivity by implementing efficient workflow processes and providing consistent guidance.
- Evaluated performance metrics regularly, identifying areas for improvement and providing constructive feedback to employees.
- Identified underperforming areas and implemented effective process improvements.
Account Manager
Pittsburgh, PA
02.1987 - 09.1989
- Responsible for the development of customer service call center
- Solicited
- New accounts.
Plant Training Coordinator
DeLuxe Check Printers, Inc
Pittsburgh, PA
09.1977 - 02.1987
- Orientation of all new employees
- Determined staffing needs, managed training environment
- Developed start up customer service operation
- Provided professional representation of printing services, micro encoded and related products to commercial banks and other financial institutions
- Recommended promotions, marketing/sales strategies and reports to board members and other key contacts of banking community
- Produced annual reports, sales research, and development of sales strategies.
Care Manager
Prime Care Coordination
08.2023 - Current
- Educated clients and families on community resources, treatment options and health care services to better manage conditions.
- Assessed clients and developed plans to meet needs.
- Established and maintained relationships with clients, families and community partners to coordinate services to meet client's needs.
- Managed complex caseloads, ensuring timely assessment, intervention, and documentation for optimal care outcomes.
- Communicated with healthcare providers to facilitate continuity of care.
- Conducted thorough assessments to identify patients'' needs, strengths, and barriers to achieving optimal health outcomes.
- Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
Education
Master’s - Human Services
Gerontology Capella University
Minneapolis, MN06.2016
Certificate: Alfus Health Care Advocacy Program -
University of Miami
Coral Gables, FL11.2015
Bachelor of Arts - Social Work
Ohio University
Athens, OH06.1977
Bachelor of Arts - Sociology
Ohio University
Athens, OH06.1977
Skills
- Customer Relations
- Team Management
- Coaching and Mentoring
- Client Service
- Account Management
- Leading Team Meetings
- Quality Improvement
Interests
Freshman and Sophomore years Class Vice President; Junior class President; As a Senior elected Student government President
Society of Outstanding American High School students; Who's Who in American High School Students; Co-captain Varsity football and track
Timeline
Care Manager
Prime Care Coordination
08.2023 - Current
Regional Team Lead
NY Connects/Health Care Advocate, Regional Center for Independent Living
02.2022 - 08.2023
Sr. Provider Enrollment Adviser
Zelis Payments
04.2017 - 02.2019
Quality Associate
FIS
01.2015 - 04.2017
Patient Services Representative
Aspen Dental Corp
06.2014 - 11.2015
Specialist Service Resolution Representative
HSN, Inc
08.2008 - 06.2014
Resource Center Training Manager
Center for Community and Economic Justice
07.2007 - 08.2008
Social Insurance Generalist Claims Representative
Social Security Administration
03.1997 - 03.2006
Business Development Manager
InGram Micro
02.1995 - 03.1997
Marketing Manager and Safety Director
LHP Transportation Services, Inc
11.1993 - 02.1995
Senior Supervisor Customer Service
Dunlop Tire Corporation
09.1989 - 11.1993
Account Manager
02.1987 - 09.1989
Plant Training Coordinator
DeLuxe Check Printers, Inc
09.1977 - 02.1987
Master’s - Human Services
Gerontology Capella University
Certificate: Alfus Health Care Advocacy Program -
University of Miami
Bachelor of Arts - Social Work
Ohio University
Bachelor of Arts - Sociology
Ohio University
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