Desarea Williams
Newport News,Virginia
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
Customer Resiliency Coordinator
Capital One
11.2022 - Current
- Devised recommendations to streamline and simplify customer support system and improve response time.
- Managed call logs, enhanced invoicing data and resolved customer issues to improve operational efficiency by 92%.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Created customer support strategies to increase customer retention.
- Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
- Drove change and improvement for customer support team by identifying enhancements and forwarding suggestions to senior leadership.
- Discovered and resolved complex customer issues to reduce negative impact to business outcomes.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
Patient Account Analyst
TPMG
08.2019 - 12.2022
- Monitored outstanding invoices and performed collections duties.
- Worked with outside entities to resolve issues with billing, claims and payments.
- Handled account payments and provided information regarding outstanding balances.
- Used data entry skills to accurately document and input statements.
- Collaborated with customers to resolve disputes.
- Responded to customer concerns and questions on daily basis.
- Generated accounts payable reports for management review to aid in financial and business decision making.
- Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
- Posted payments and processed refunds.
- Created improved filing system to maintain secure client data.
- Performed internal audits and wrote reports based on outcomes.
IT Helpdesk Advisor
Conduent
03.2017 - 07.2019
- Monitored systems in operation and quickly troubleshot errors.
- Configured hardware, devices, and software to set up work stations for employees.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Provided on-call support for critical issues related to Software.
- Documented support interactions for future reference.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Rolled out software updates and applied server patches to thwart threats from penetrating networks.
- Provided basic end-user troubleshooting and desktop support.
Account Executive
Portfolio Recovery Associates
01.2015 - 02.2017
- Resolved issues promptly to drive satisfaction and enhance customer service.
- Employed proactive and collaborative approaches to strengthen relationships and manage customer needs.
- Stayed up-to-date on emerging industry and product standards and trends to revitalize accounts.
- Strengthened customer relationships with proactive and collaborative approach to managing needs.
- Collaborated with internal teams to develop account strategy.
- Met and exceeded service level goals to achieve standards and expectations.
- Gathered information from clients to secure accounts, verify payment and identify special requirements.
Account Care Representative
Sprint
03.2012 - 01.2015
- Providing excellent customer service by promptly answering patient inquiries.
- Researched issues and took appropriate action to resolve issues within turnaround time requirements and quality standards.
- Stayed calm under pressure to and successfully dealt with difficult situations.
Education
Bachelor Of Science - Information Technology
Strayer University
Washington, DC03.2023
Associates - Information Technology
Strayer University
Washington, DC12.2022
Skills
- Customer Care
- Account Management
- Client Rapport-Building
- Creative Thinking
- Customer Relationship Management
- Process and Performance Improvement
- Operational Efficiency
- Microsoft Office
- Meeting Support
- Inbound Customer Service
- Compliance Requirements
- Customer Account Management
Timeline
Customer Resiliency Coordinator
Capital One
11.2022 - Current
Patient Account Analyst
TPMG
08.2019 - 12.2022
IT Helpdesk Advisor
Conduent
03.2017 - 07.2019
Account Executive
Portfolio Recovery Associates
01.2015 - 02.2017
Account Care Representative
Sprint
03.2012 - 01.2015
Bachelor Of Science - Information Technology
Strayer University
Associates - Information Technology
Strayer University