Mia Williams
Round Rock,Texas
Summary
To secure a challenging position that will capitalize on my skills and proven communication abilities to positively impact operations.
Overview
22
22
years of professional experience
Work History
Office Manager / Invoice Coordinator
Nesco/ Blackbox
03.2020 - 02.2024
- Greet all employees and guest
- Mail distribution
- Maintain calendars for conference rooms
- Answer phones and direct calls to employees
- Setup new badges for all new technicians
- Invoice processing
- Enter time in SAP and Service now for technicians
- Assist with any additional task that are assigned
- Coordinate catering
- Facilities support
- Prepare and submit expense reports
- Prepare shipping labels for outbound and inbound shipping.
Violation Enforcement Clerk
Conduent
01.2019 - 01.2020
- Research accounts to verify if the person is considered a Habitual Violator
- Assist customers with resolving their outstanding toll balances, by either offering them a payment plan or paying the account in full
- Create payment plans based of the research that we used to classify them as a Habitual Violator of the Texas Tollways
- Make outbound calls to the customer to go over the payment options that is outlined in the payment plan
- Open a new account for all future toll usage
- Explain what highways are covered under their toll tags
- Setup meetings with customers that would like to discuss their payment plans face to face, make their first payments and open new accounts
- Review vehicle information by using the Texas Department of Motor Vehicles website
- Verify if the customer has used a different name by using a system called CLEAR.
Customer Service Representative Level lll
Conduent
01.2019 - 01.2020
- Train new employees, but not limited to, on Go EBT equipment, settlement questions, billing and updating bank information
- Make Inbound and Outbound calls to Go EBT retailers
- Provide settlement amounts for transactions
- Handle disputes and refunds
- Provide troubleshooting for equipment connected to analog phones and IP
- Process replacements for Point-of-Sale systems to process EBT Food stamp benefits or Temporary Assistance for Needy Families cash benefits
- Provide status of authorization of the by the USDA before beginning new contracts
- Verify W-9 for the IRS
- Research fees that have been processed incorrectly to Card Holders account
- Process refunds to Card holders that have been processed incorrectly.
Receptionist
Intera Incorporated
01.2018 - 01.2019
- Answer phones and direct calls
- Mail distribution
- Supply ordering
- Liaise with building management
- Invoice processing
- Prepare shipping labels for outgoing shipments
- Facilities support
- Work with vendors for supplies and pricing
- Assist with printing and binding.
Legal Project Clerk/Immigration
K&L Gates LLP.
09.2017 - 08.2018
- Copy and scan Immigration Filings
- Scan and email incoming mail to Paralegals and Attorney’s
- Assemble documents for Immigration filings
- Assemble and label new client files
- Data entry of documents and government correspondence into Zoom software
- Filling out simple Immigration forms into Zoom software
- Setup extranet sites when large documents must be shared to clients
- Send out notices of routine correspondence
- Data entry of all incoming mail and correspondence into IManage software
- Other task as assigned.
Receptionist
K&L Gates LLP.
02.2014 - 09.2017
- Greet all clients and direct to Attorney’s or staff
- Setup video and audio conferences
- Maintain calendars and conference rooms for visiting guest and clients
- Answer phones and direct calls, first point of contact
- Setup new security badges for all incoming employees
- Train all new temporary employees on Receptionist duties
- Enter time for Attorney’s
- Assist with any additional task that are assigned
- Coordinate catering
- Facilities support.
Office Manager/ Receptionist
Green Mountain Energy Company
04.2004 - 01.2013
- Answer phones and direct calls, first point of contact
- Mail distribution
- Supply ordering
- Liaise with building management
- Invoice processing
- Coordinate catering
- Facilities support
- Support members of executive team (travel, schedules, etc.)
- Legal team support (contract processing and filing)
- Event planning and support with general office projects
- Work closely with the Executive Administrative Assistant
- Negotiate pricing for copiers, vending, and office furniture.
Customer Advocate/Assistant Team Lead, Customer Care
Green Mountain Energy Company
11.2003 - 04.2004
- Act as supervisor on duty and provide leadership in the call center
- Handle escalated customer issues, disputes and authorize write-off of charges
- Research and resolve billing, enrollment, cancellation issues and troubleshoot accounts
- Follow up with customers via verbal and/or written communication to ensure resolution
- Maintain a level of superior customer service and quality assurance.
Sr. Customer Care Representative
Green Mountain Energy Company
05.2002 - 11.2003
- Ensure quality and consistency of information given to customer
- Improve customer retention by educating customers of environmental benefits Green Mountain provides
- Ensure first call resolution by providing the best customer experience and resolution
- Meet or exceed required performance metrics.
Education
Nursing -
Stephen F. Austin
01.1993
Nursing -
Angelina Junior College
01.1989
Skills
- Customer Service
- Office Management
- Organizational Skills
- Office Administration
- Excellent multi-tasking ability
- Data Entry
- Customer Relations
- Clear oral/written communication
- Billing
- Scheduling and calendar management
- Administrative Support
- Clerical Support
- Mail handling
- Expense Reporting
- Facility Management
Summary Of Qualification
Highly organized professional with over 20 years Customer Service, Management and Supervisory experience, Problem Solving, Customer Service, Electric/Utility Experience, Time Management, Effective Decision Making, Telephone Etiquette, multi-tasking, MS Excel, Word, PowerPoint, Access, Outlook
Timeline
Office Manager / Invoice Coordinator
Nesco/ Blackbox
03.2020 - 02.2024
Violation Enforcement Clerk
Conduent
01.2019 - 01.2020
Customer Service Representative Level lll
Conduent
01.2019 - 01.2020
Receptionist
Intera Incorporated
01.2018 - 01.2019
Legal Project Clerk/Immigration
K&L Gates LLP.
09.2017 - 08.2018
Receptionist
K&L Gates LLP.
02.2014 - 09.2017
Office Manager/ Receptionist
Green Mountain Energy Company
04.2004 - 01.2013
Customer Advocate/Assistant Team Lead, Customer Care
Green Mountain Energy Company
11.2003 - 04.2004
Sr. Customer Care Representative
Green Mountain Energy Company
05.2002 - 11.2003
Nursing -
Stephen F. Austin
Nursing -
Angelina Junior College