Mililani Walker
Summary
Upbeat, versatile, organized and dependable team player successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals while maintaining professionalism and excellent customer service through active listening and problem solving.
Overview
2
2
years of professional experience
Work History
Small Collections Designated Job Assignment (DJA)
Department Of Labor & Industries
10.2023 - Current
- Contacting businesses about delinquent Industrial Insurance accounts and helping them file timely while educating them about their account with the hope of not becoming delinquent in the future.
- Reducing the caseloads and freeing up time for Revenue Agents 2 & 3 by being the initial first contact for the Department and only initiating advanced collections actions when resources (phone calls, emails and itemized statements) are exhausted.
Customer Service Specialist 3
Department Of Labor & Industries
06.2023 - Current
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained up-to-date knowledge of each department service changes and new implemented laws (RCW/WAC).
- Analyzed team performance and identified opportunities for additional training and/or introduce new learning tools to address individual needs.
Revenue Agent 1
Department Of Labor & Industries
02.2023 - 06.2023
- In a four month span collected $332,225.00 and resolved or escalated 486 accounts.
- Educated businesses about delinquent worker's compensation accounts and how to file quarters properly and timely.
- Synched accounts into Liniis & ARC, making sure we had current or updated addresses, phone numbers, email address's and FEIN numbers. Skiptracing when needed.
Customer Service Specialist 2
Department Of Labor & Industries
01.2022 - 06.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Assisted customers with needs such as obtaining electrical or FAS permits online or at the counter, registering, renewing and reinstating contractors, filing worker rights complaints, notarizing documents, answering Kelso service location emails and phone calls.
- Evaluated supplies and product inventory to check for quality and quantity issues and returned unacceptable materials to contracted vendors as Purchaser of the Kelso Service Location.
Contact Center Representative
Fibre Federal Credit Union
09.2021 - 01.2022
- Handled over 100 calls per shift signing up new members, retrieving customer data, presenting relevant product information and cancelling services.
- Addressed customer concerns and resolved problems swiftly, while demonstrating empathy, patience, good judgement and with an upbeat manner. Thus creating a welcoming and positive experience for the members.
Education
Associate of Arts - Video Production
The Art Institute of Seattle
Seattle, WA07.2003
High School Diploma -
R.A. Long High School
Longview, WA2001
Skills
- Customer Service and Assistance
- Transactions, Cash Handling and Auditing
- Courteous Phone Demeanor
- Time Management Abilities
- Organization and Prioritization
- Responding to Difficult Customers
- Public Notary
- Sigma Lean Yellow Belt
Timeline
Small Collections Designated Job Assignment (DJA)
Department Of Labor & Industries
10.2023 - Current
Customer Service Specialist 3
Department Of Labor & Industries
06.2023 - Current
Revenue Agent 1
Department Of Labor & Industries
02.2023 - 06.2023
Customer Service Specialist 2
Department Of Labor & Industries
01.2022 - 06.2023
Contact Center Representative
Fibre Federal Credit Union
09.2021 - 01.2022
Associate of Arts - Video Production
The Art Institute of Seattle
High School Diploma -
R.A. Long High School
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