JABRECIA L. WILLIAMS
Missouri City,Texas
Summary
Administrative and customer service professional eager to leverage five plus years of experience in an office and call center environment. Excelled within deadline-intensive environment, ensuring the accurate and on-time completion of all projects. Received certificates of achievement for company training manual. Earned "outstanding" ratings on annual reviews for outstanding customer service. Recognized for high-quality work, organizational strengths and exceptional customer service delivery. Praised by supervisor for excellent performance as a trainer and front office administration. Demonstrated the ability to learn new organizational processes, workflows, policies and procedures with minimal ramp-up time.
Precise Quality Assurance Manager proficient in all QA operations, policies and procedures. Experience hiring and developing individual team members. Committed to thoroughly assessing processes to achieve excellent results and customer satisfaction.
Overview
12
12
years of professional experience
Work History
Quality Assurance Manager
Shellpoint Mortgage Servicing (NewRez)
06.2019 - 07.2022
- Implemented new quality assurance and customer service standards.
- Recorded, analyzed and distributed statistical information.
- Assured consistent quality of production by implementing and enforcing automated practice systems.
- Monitored staff organization and suggested improvements to daily functionality.
- Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
- Determined quality department standards, practices and procedures.
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
- Established and tracked quality department goals and objectives.
Cashier Team Lead
Academy Sports and Outdoors
08.2015 - 06.2019
- Responsible for supervising cashiers including assigning work, training, reviewing quality of work, and disciplinary functions
- Monitor sales volume and set cashiers' weekly schedules to meet business needs
- Review schedule daily to ensure it is followed
- Provide prompt, friendly customer service
- Close out cashiers daily
- Check change needs daily and order change as necessary, paying special attention to events that may impact change deliveries or needs
- Responsible for cash control in tills and safe
- Audit cashiers according to Academy process and procedure
- Manage incoming and outgoing merchandise transfers
- Monitor all cashier drops
- Authorize returns, exchanges, and voids
- Complete and submit necessary paperwork in a timely manner
- Review paperwork submitted by cashiers for completeness and accuracy
- Oversee department merchandising and price maintenance
- Oversee department zoning and housekeeping and assist as necessary
- Operate register as necessary
- Ensure compliance with Academy policies and procedures to maintain a safe, productive environment for associates and customers
- Assist Manager on Duty as necessary
- Answer telephones
- Attend seminars and relay information back to the store
- Some travel required
- Required to learn company policies and procedures
- Duties may change and associates may be required to perform other duties as assigned
- Store remodel and make ready (grand opening)
- Monitored areas for security issues and safety hazards.
Pharmacy Technician/Intake Representative
Xerox
01.2015 - 06.2015
- Make outbound calls to providers for acquiring all required clinical documentation as specified
- Collaborate with Service Coordinator staff
- Assign specific authorizations to Prior Authorization staff
- Process referrals for TMHP services
- Correct authorizations based on a daily error report
- Provide clear and accurate documentation
- Accurately fax authorizations to providers
- Receive incoming calls from a queue of members or providers
- Enter notifications, Providers status of an existing notification and determining if notification is required
- Complete notification wizard along with ICD-9 and CPT coding
- Provide excellent customer service to both providers and enrollees
- Constantly meet established productivity, schedule adherence, and quality standards while maintaining good attendance.
Lead Customer Service/Route Formation Specialist
Plus of Texas
01.2012 - 01.2014
- Assistant to the Operational Manager in processing policy and procedures to assure that there is and will be a flow in the daily operations with the staff
- Conduct weekly meetings with staff to ensure work assignments are complete
- Assess staff attendance by keeping track of daily log in/log out times with an excel spreadsheet
- Assist Fleet Coordinator with lease contracts for potential vanpool riders and also current vanpool riders
- This particular assignment is housed by an active excel spreadsheet that we update weekly
- Route Formation of vanpools
- Provide reporting and tracking support for marketing campaigns
- Internal Communication source between the Customer Service and Customer Sales departments
- Calling and introducing our services to potential prospects from contact information within our database
- Handle Irate commuter calls that have personality issues or physical confrontations
- Performed business to business presentations for current and prospective clients in the oil and gas industry, medical industry, and etc
- Excel Reports Created:
- Incentive Reports: An excel spreadsheet created to send reporting to all companies that require documentation for the NTD (National Transit Database)
- Attendance Reports created by for tracking to ensure prompt log in, log out, vacation, personal, and sick time
- Weekly Placement Reports: Each week a report is created to ensure that each CSR is vanpool seats as required
- MS Word Documents:
- Incentive Invoices: This is created each month and is the second and final step in sending each company that is required to report their transit benefits to the NTD
- Created the policy and procedures manual to ensure that employees adhered to the guidelines that were set by the company
- Metro STAR Flyer: A flyer is created to gain attention from commuters that are seeking transportation
- Co-creator of the companies “Welcome Aboard Packet” which functioned as a policy and procedures manual for all current and future vanpools that would occupy public roadways.
Teller
FIRST CASH ADVANCE
01.2009 - 01.2012
- Supporting management with audit's, marketing, and fraud alerts with-in our branch, dispatch service tickets for broken office equipment and supply ordering
- Assisting Customers with payday loan and check cashing transactions, along with the underwriting process to determine loan amounts
- Processing emails for any telecommunication errors that may occur with-in the office setting
- Reconciliation of in store vault and teller tills by running checks and balances
- Ordered money for store
- Research loan errors that were made in the PMS database
- Collection of debt from clients that were in default of payday loans as well as title loan
- Worked from daily check list that was provided by the corporate office to maintain operations of the store
- Assisted other locations with store openings, employee fill in when there is a shortage of help, audits, fraud alerts etc...
Education
HOUSTON COMMUNITY COLLEGE
2001
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JOHN FOSTER DULLES HIGH SCHOOL
1998
Skills
- Budget Management
- Regulatory Compliance
- Knowledge of Auditing Systems
- Internal Audits
- Policy Reinforcement
- Staff Training
- Human Resource Management
- Work Planning and Prioritization
- Verbal and Written Communication
- Attention to Detail
- Employee Recruitment
Accomplishments
- Supervised team of 14 staff members in my supervisory role. Once I was moved to QA manager I supervised 80 employees.
- Achieved overall #1 ranking in the customer service department through effectively training, and building team confidence not only in themselves but also me as their Supervisor and Manager for the last position held.
- Collaborated with a team of 19 from multiple departments in the development of customizing Salesforce to our companies structure.
Timeline
Quality Assurance Manager
Shellpoint Mortgage Servicing (NewRez)
06.2019 - 07.2022
Cashier Team Lead
Academy Sports and Outdoors
08.2015 - 06.2019
Pharmacy Technician/Intake Representative
Xerox
01.2015 - 06.2015
Lead Customer Service/Route Formation Specialist
Plus of Texas
01.2012 - 01.2014
Teller
FIRST CASH ADVANCE
01.2009 - 01.2012
HOUSTON COMMUNITY COLLEGE
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JOHN FOSTER DULLES HIGH SCHOOL
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