Fredrena Williams

ASSISTING PATIENTS WITH SUBSTANCE ABUSE AND MENTAL ABUSE

PROVIDING HIV TESTING AND FOLLOW UP CARE
ACCESS ON COMMUNITY NEEDS TO BE MET WITHIN THE COMMUNITY
SETTING UP FOLLOW UP APPOINTMENTS FOR PATIENTS WHO NEEDS SUBSTANCE, OR MENTAL COUNSELING.
SETTING UP PRIMARY OR BEHAVIORAL HEALTH APPOINTMENTS.

• Handled customer inquiries and suggestions courteously and professionally.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Answered constant flow of customer calls with minimal wait times.

Efficiently and effectively reviewed customer’s financial information to determine loan modifications, redemptions, or
repossessions for auto loans.
Identified and recommended solutions for customers to resolve delinquency.
Effectively utilized and navigated computerized systems and platforms to perform skiptracing and tracking

Documented all transactions within the required timeframe such as inquiries, complaints, and next steps.

Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

• Provided personalized solutions for each customer inquiry, demonstrating empathy and understanding while adhering to company guidelines.

Review performance and financial information to determine credit worthiness and eligibility of borrower.
Proactively partnered with the borrower to help determine the reason for their account delinquency. Effectively completed consumer financial evaluations to determine a successful mitigation workout plan to cure delinquencies.
Identify and analyze risk to develop mitigating factors in seeking loan approval as well as cross sell meeting a solution rate of 95%.
Offered front-end loss mitigations solutions and special initiatives to assist with account resolutions.
Effectively managed inbound and outbound calling campaigns while focusing on departmental metrics and service levels
Consistently learned and applied enterprise and operational policies while governing collection processes.

Supported and maintained a portfolio of multiple stages of mortgage delinquencies to create a payment plan for resolutions.

• Maintained high volume of calls and met demands of busy and productive group.