Nakiyah Williams
Wilson,United States
Overview
5
5
years of professional experience
Work History
MHFA SR. Application Processor
Accenture
04.2022 - 04.2023
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
- Updated and maintained application reports and files.
- Preserved customer confidence and protected operations by keeping information confidential.
- Followed data entry protocols, rules and regulations.
- Entered applications and followed up with appropriate personnel for missing information on incomplete loan packages.
- Updated and maintained customer information, documents and records.
- Checked loan applications and supporting documentation for completeness and accuracy.
- Scanned documents and saved in database to keep records of essential organizational information.
- Created spreadsheets for more efficient recordkeeping.
- Supported audit projects by performing research and providing supporting documentation.
Customer Service Representative
QVC INC
04.2022 - 12.2022
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed and updated databases to handle customer data.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Unemployment Fraud Specialist
Accenture
01.2021 - 04.2022
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Collaborated with internal and external stakeholders to create and maintain fraud prevention strategies.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
- Produced detailed reports of fraud investigations and presented findings to senior management.
Mac Tier 2 Specialist – Apple
Kelly Services
01.2018 - 12.2020
- Installed and configured operating systems and applications.
- Offered assistance in implementing and developing training programs.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Tested new software and hardware prior to deployment.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Monitored system performance to identify potential issues.
- Researched and identified solutions to technical problems.
- Installed, configured and maintained computer systems and network connections.
Education
High School Diploma -
Ralph L Fike High School
Wilson, NC06.2016
Skills
- Government Lending
- Closing Processes
- Annual Evaluations
- Government Standards
- Fraud Investigations
- Customer Accounts Management
- Client Relations Skills
- Technical Support and Assistance
Timeline
MHFA SR. Application Processor
Accenture
04.2022 - 04.2023
Customer Service Representative
QVC INC
04.2022 - 12.2022
Unemployment Fraud Specialist
Accenture
01.2021 - 04.2022
Mac Tier 2 Specialist – Apple
Kelly Services
01.2018 - 12.2020
High School Diploma -
Ralph L Fike High School