Dawana Wilkinson
NY
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
20
20
years of professional experience
Work History
Payroll Clerk
NYS Senate
12.2023 - Current
- Maintained payroll information by calculating, collecting, and entering data.
- Updated employee files with new details such as changes in address or salary levels.
- Responded to employee inquiries to clarify payroll issues regarding wages, deductions and taxes.
- Optimized direct deposit setup for employees, ensuring prompt and reliable salary payments.
- Maintained confidentiality of employee payroll information, ensuring secure handling of sensitive data.
Accounts Payable Clerk
NYS Senate
02.2022 - 12.2023
- Reviewed vendor invoices for appropriate documentation and validity prior to payment.
- Maintained good working relationships with vendors and resolved disputes.
- Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
- Managed and responded to correspondence and inquiries from customers and vendors.
- Supported management by processing invoices and documents with consistent on-time delivery.
- Reached out to vendors and customers to verify information and follow up on client issues.
- Maintained accurate financial records, contributing to successful audits by organizing and filing all accounts payable documents.
- Demonstrated adaptability during peak workload periods while maintaining high-quality results and meeting tight deadlines.
- Collaborated with other departments to resolve discrepancies in invoices or purchase orders, promoting smooth business operations.
Health Care Customer Service Representative III
Maximus
04.2017 - 02.2022
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers needs and providing accurate information based on their inquiries.
- Investigated and resolved customer inquiries and complaints quickly.
- Implemented and developed customer service training processes.
- Assist in applying for health insurance plans, buying, comparing plan options, or cancellation of current health plans.
- Explaining the start dates, end dates and renewal dates.
- Update members information, income, demographics, or personal status etc.
Provider Enrollment/Implementation Specialist
Xerox/Genesys Consulting
10.2015 - 03.2017
- Developed strong relationships with clients, fostering trust and confidence in the implementation process.
- Maintained up-to-date knowledge of industry trends and best practices in order to provide the most relevant solutions for clients'' businesses.
- Contributed to the continuous improvement of implementation processes through regular feedback sessions and lessons learned discussions.
Health Care Customer Service Representative I
Maxim Healthcare
07.2014 - 10.2015
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Assist members in applying for health insurance or canceling a current health plan.
- Update existing members accounts
Customer Service Representative
Sutherland Global
08.2009 - 10.2012
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Control Center Operator/Specialist
Rapid Response Monitoring
06.2004 - 10.2009
- Processed Burglary, Fire, and Medical Alarms.
- Collaborated with team members to improve overall response times.
- Mentor and dispatch according to clients instructions per alarm.
Education
High School Diploma -
Troy High School
Troy, NYBiology
St. John Fischer College
Rochester, NYCriminal Justice
Hudson Valley Community College
Troy, NYSkills
- Data entry
- Payroll processing
- Accounts payable
- Confidentiality assurance
- Team player
- Math skills
- Basic functions in Excel
- Filing
- Payroll calculation
- Excellent communicator
- Attention to detail
- Customer service
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Payroll Clerk
NYS Senate
12.2023 - Current
Accounts Payable Clerk
NYS Senate
02.2022 - 12.2023
Health Care Customer Service Representative III
Maximus
04.2017 - 02.2022
Provider Enrollment/Implementation Specialist
Xerox/Genesys Consulting
10.2015 - 03.2017
Health Care Customer Service Representative I
Maxim Healthcare
07.2014 - 10.2015
Customer Service Representative
Sutherland Global
08.2009 - 10.2012
Control Center Operator/Specialist
Rapid Response Monitoring
06.2004 - 10.2009
High School Diploma -
Troy High School
Biology
St. John Fischer College
Criminal Justice
Hudson Valley Community College
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