Tianna Williams
Fairburn,GA
Summary
Determined Quality Assurance Specialist with dedication to quality and accuracy. Familiar with handling multiple projects in highly competitive environments. Solid interpersonal and collaboration skills.
Overview
15
15
years of professional experience
Work History
Quality Assurance Specialist
Delta Dental Insurance
01.2022 - Current
- Conducts quality reviews across departments, analyzing data to ensure adherence to standards and identifying areas for improvement.
- Exceeded annual quality metrics through precise tracking, report generation, and targeted training initiatives.
- Recognized for cross-departmental training expertise, enhancing overall team efficiency and adherence to quality benchmarks.
- Conducted data review and followed standard practices to find solutions.
Enrollment and Billing Specialist
Delta Dental Insurance
10.2018 - 01.2022
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Researched and resolved billing discrepancies to enable accurate billing.
- Worked with multiple departments to check proper billing information.
- Awarded for exceptional quality and accuracy, consistently meeting and exceeding quality benchmarks.
- Responded to customer concerns and questions on daily basis.
- Collaborated with customers to resolve disputes.
Customer Service and Claims Representative
Delta Dental Insurance
05.2016 - 10.2018
- Followed up with customers on unresolved issues.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Developed in-depth understanding of insurance policies and procedures.
- Collaborated with internal departments and external vendors to resolve claims.
- Assisted members with benefits inquiries, processed claims, and ensured high-quality customer interactions.
- Earned awards for Outstanding Customer Service and Employee of the Month due to exceptional customer engagement and problem-solving.
Data Entry Operator
Source HOV Services
01.2014 - 05.2016
- Scanned documents and saved in database to keep records of essential organizational information.
- Completed data entry tasks with accuracy and efficiency.
- Verified data files prior to entry to maintain high data accuracy.
- Maintained files, records, and chronologies of entry activities.
- Corrected data entry errors to prevent duplication or data degradation.
Manager
Toys R Us
01.2014 - 01.2015
- Maintained professional, organized, and safe environment for employees and patrons.
- Maximized performance by monitoring daily activities and mentoring team members.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Managed and motivated employees to be productive and engaged in work.
Customer Service & Collection Specialist
International Environmental
01.2010 - 12.2012
- Trained new team members on scripts, company services, and collection strategies.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Managed a high-volume portfolio of delinquent accounts, improving collections by 30% per quarter through effective communications and payment arrangements.
- Analyzed and compiled monthly reports, utilizing data to recommend improvements in the collections process.
- Promoted to handle Corporate and Broker accounts, reducing billing discrepancies and improving collections efficiency.
- Consistently maintained the highest collection percentage in the region for two years, recognized by management.
Education
BBA - Business Management
Savannah State University
Savannah, GA05-2025
Skills
- Data Analysis and Quality Assurance
- Process Improvement and Efficiency Optimization
- Account Reconciliation and Collections Management
- Microsoft Excel (VLOOKUP, Pivot Tables), PeopleSoft, MAS 200 & 50
- Report Generation and Documentation
- Customer Service Excellence and Conflict Resolution
- ata Analysis and Quality Assurance
- Process Improvement and Efficiency Optimization
- Account Reconciliation and Collections Management
- Microsoft Excel (VLOOKUP, Pivot Tables), PeopleSoft, MAS 200 & 50
- Report Generation and Documentation
- Customer Service Excellence and Conflict Resolution
- Correction action planning
- Collaboration skills
- Testing efficiency
Timeline
Quality Assurance Specialist
Delta Dental Insurance
01.2022 - Current
Enrollment and Billing Specialist
Delta Dental Insurance
10.2018 - 01.2022
Customer Service and Claims Representative
Delta Dental Insurance
05.2016 - 10.2018
Data Entry Operator
Source HOV Services
01.2014 - 05.2016
Manager
Toys R Us
01.2014 - 01.2015
Customer Service & Collection Specialist
International Environmental
01.2010 - 12.2012
BBA - Business Management
Savannah State University
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