Desirae Williams
Las Vegas,NV
Summary
Customer and public service specialist with experience in diverse responsibilities. Exceptionally enthusiastic and professional. Highly motivated and detailed-oriented. Passionate about productivity, quality of service and creating a positive environment for clients and colleagues.
Overview
8
8
years of professional experience
Work History
Loan Manager
Celsius
Las Vegas, NV
12.2021 - Current
- Monitored pipelines to track and log status of loans
- Established quality standards and promoted accountability; coordinated and leveraged resources
- Promoted effective policy measures within updated compliant standards
- Prepared variety of different written communications, reports and documents
- Met with members via Google Meet to identify specific needs and provide solutions
- Originated, reviewed, processed, closed and administered customer loan proposals
- Assessed aging accounts and initiated collection strategies based on conditions
- Assisted clients with improving financial health by counseling on issues such as excessive spending and borrowing
Risk Coordinator
Capital One
Las Vegas, NV - Nevada
09.2019 - 12.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Counseled debtors on payment options and arranged installment agreements
- Managed over 50 calls per day with goal of collecting owed debt
- Achieved performance goals on consistent basis
- Processed payments and applied to customer balances
Customer Service Representative
PSI
Las Vegas, NV
03.2017 - 09.2018
- Serve as initial point-of-contact for account inquiry issues through chat, email and telephone
- Assist candidates with state certification and licensing exams
- Research and resolve customer billing inquiries and account discrepancies
- Track weekly service metrics and perform ongoing analysis to improve efficiency and quality
- Trained staff on operating procedures and company services
Technical Support Technician, Customer Service
Sykes Enterprises
Las Vegas, NV
09.2015 - 12.2016
- Serve as initial point-of-contact for technical support and account inquiry issues
- Provide technical support for software and hardware issues related to gaming products and cloud-based television services
- Manage and coordinate active account roster, research and resolve customer billing inquiries and account discrepancies
- Track weekly service metrics and perform ongoing analysis to improve efficiency and quality of service
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Guest Service Ambassador
The Customer Service Experts
Las Vegas, NV
11.2012 - 03.2015
- Coordinated box office services, including ticket sales, dining reservations, special accommodations, cash and safe handling, daily reconciliations and ledger entries
- Provided organizational and guest service support for special events, coordinated safety and security coverage for children’s recreational areas
- Provided guests with information related to local attractions, facilities, services, and activities in or outside the property
- Inspected and maintained cleanliness and safety of public and employee areas per corporate and State regulations; documented and reported all major safety and liability concerns
- Trained new employees in basic and advanced job functions
Education
High School Diploma -
Del Sol Academy of The Performing Arts
Las Vegas, NV06.2012
Skills
- Efficient and Detail-Oriented
- Multitasking and Prioritization
- Able to grasp new concepts quickly and efficiently
- Knowledge of Microsoft Office Suite & Google Suite
- Creative Problem Solving
- Persuasive Negotiation
Timeline
Loan Manager
Celsius
12.2021 - Current
Risk Coordinator
Capital One
09.2019 - 12.2021
Customer Service Representative
PSI
03.2017 - 09.2018
Technical Support Technician, Customer Service
Sykes Enterprises
09.2015 - 12.2016
Guest Service Ambassador
The Customer Service Experts
11.2012 - 03.2015
High School Diploma -
Del Sol Academy of The Performing Arts
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