Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Octavia Williams

Octavia Williams

Windsor Mill,MD

Summary

Results-oriented business leader with more than 5 years of experience in day-to-day business operations management. Effective liaison to key clients, accounts and customers. Leverage trends across industries and markets to derive solutions and approaches focused on creating value for clients and profitability for company. Well-versed in applying multi-faceted approach to managing safety, operations and productivity across multiple business lines. Meticulous leader and strategic planner. Talented professional considered knowledgeable leader and dedicated problem solver.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Fraud and Risk Analyst

Bank Of America
01.2023 - Current
  • Evaluated customer data to identify and prevent fraudulent activities.
  • Performed risk assessments to determine level of fraud risk and prioritize investigations.
  • Produced detailed reports of fraud investigations and presented findings to senior management.
  • Developed and implemented procedures to detect and prevent fraud.
  • Worked with third-party vendors to access and analyze data and systems.
  • Tracked fraud cases and monitored trends to develop strategies for prevention.
  • Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.
  • Evaluated success of fraud detection systems to identify areas for improvement.
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
  • Summarized all key information regarding investigation into detailed report for delivery to client.
  • Conducted research and interviews with relevant stakeholders to gather evidence and build case files.
  • Contacted customers directly to notify of fraudulent activity and minimize impacts.
  • Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
  • Managed 50 clients' accounts per day.
  • Reduced fraud risk by 7% within 6 months
  • Increased fraud security by 5%

Office Administrator

DriveTime Automotive Group
11.2020 - 12.2022
  • Maximized efficiency by coaching and mentoring staff on daily operations, expectations, goals &principles, industry practices, company procedures
  • Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands
  • Supported regulatory compliance by overseeing all audits to verify protocol adherence
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs
  • Drove year-over-year business growth while leading operations, strategic vision and long-range planning
  • Scheduled meetings with supervisors to identify business obstacles, establish financial goals and tailor products to individual markets
  • Improved productivity while reducing staffing and operational costs by 10%
  • Designed modern employee recognition program which boosted productivity and improved morale
  • Opened service center daily & prepared daily operations for store
  • Identified procedure or process changes required to improve performance and productivity
  • Reviewed operations report to understand numbers and trends
  • Partnered with vendors and suppliers to effectively manage vehicles
  • Developed systems to track and log work issues
  • Evaluated suppliers to maintain cost controls and improve operations
  • Complete daily schedules for staff
  • Submit invoices, spreadsheets, receipts daily to corporate office
  • Schedule team monthly meetings

Lead Patient Service Representative

Chase Brexton Health Care
01.2019 - 07.2020
    • Scheduled intake appointments for Mental Health patients
    • Provided referral resources for Mental Health Services
    • Assist patients with PHQ-9 Forms
    • Provide information and resources regarding LGBTQ resources center at Chase Brexton
    • Managed wide variety of customer service and administrative tasks to Accounting resolve customer issues quickly and efficiently
    • Answered incoming calls from providers and members
    • Check patients in for correct provide
    • Maintained patients' insurance & submitted medical claims for procedures
    • Assisted office manager with recruiting candidates for front office staff
    • Maintained daily open and closing procedures for front office staff
    • Redesigned workflow processes for patient access and back-office, resulting in reduction of staffing costs 5% system-wide
    • Increased patient satisfaction scores by 30%
    • Maintained compliance with statutory, regulatory and local, state and federal guidelines relating to HIPAA, benefits administration and general liability
    • Implemented successful healthcare program through professionalism, quality of care, medical teaching and patient satisfaction
    • Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations
    • Organized and facilitated department head meetings weekly, discussing current census, admissions and discharges and residents' Medicaid applications.

Business Office Coordinator

Lust2Love Inc
02.2018 - 06.2020
  • Verified vendor accounts by reconciling monthly statements and related transactions
  • Organized budget documentation and tracked expenses to maintain tight business controls
  • Kept vendor files accurate and up-to-date to expedite payment processing
  • Generated and submitted invoices based upon established accounts receivable schedules and terms
  • Applied proper codes to invoices, files and receipts to keep records organized and easily searchable
  • Completed bi-weekly payroll for company employees
  • Input financial data and produced reports
  • Maintained office supplies inventory by checking stock and ordering new supplies
  • Interacted with customers by phone, email or in-person to provide information
  • Trained new employees on administrative procedures, company policies and performance standards
  • Tracked records, filed documents and maintained communication between clients to manage office activities
  • Reconciled account files and produced monthly reports
  • Evaluated employee records and productivity and submitted evaluation reports
  • Verified salaried and hourly employee time cards to prepare accurate bi-weekly payroll
  • Worked collaboratively with office staff to maintain smooth operations and team readiness for unexpected demands
  • Organized company meetings and scheduling for -employee team
  • Oversaw accurate and efficient database management and digital file storage to support operational and recordkeeping requirements
  • Monitored vendor accounts and product updates to verify competitive pricing
  • Organized team workload and prioritized tasks to streamline office functions in deadline-driven environment
  • Delegated tasks to administrative staff, increasing office productivity and streamlining company operations
  • Increased store sales by 10% within first quarter
  • Increased staff productivity by 20% by creating great moral and incentives

Assistant Store Manager

Motherhood Maternity
11.2017 - 02.2018
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings
  • Supervised and evaluated staff to help improve skills, achieve daily objectives and attain advancement
  • Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings
  • Rotated merchandise and displays to feature new products and promotions
  • Provided weekly work schedules to employees to accommodate business demands and vacation requests
  • Reconciled daily sales transactions to balance and log day-to-day revenue
  • Processed payments for credit and debit cards and returned proper change for cash transactions
  • Met & surpassed business targets regularly through employee engagement and forward-thinking planning
  • Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals
  • Reviewed sales and gross profit report to assess company efficiency
  • Reduced company expenditures and met budget targets by closely monitoring, tracking and controlling expenses
  • Increased annual store sales by 20%
  • Increased company credit card account openings by 10%

Call Center Supervisor

The Nolan Group
06.2016 - 11.2017
  • Evaluated suppliers by assessing quality, timeliness and compliance of deliveries to maintain tight cost controls and maximize business operational efficiency
  • Developed and maintained relationships with customers and suppliers through continual communication
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues
  • Prepared agendas and took notes at meetings to archive proceedings
  • Assessed personnel performance and implemented incentives and team-building events to boost morale
  • Trained team members on performance metrics and consumer behavior identification
  • Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices
  • Collaborated with training team to boost product support and certification training initiatives
  • Executed Monthly Performance Plans with representatives to to identify production gaps
  • Managed scheduling for agents and product specialists to foster increased productivity
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement
  • Decreased call hold time by 5% by implementing new procedures
  • Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands
  • Sourced vendors, built relationships and negotiated prices
  • Coordinated paperwork, updated spreadsheets and maintained permanent records
  • Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues
  • Improved organizational efficiency by effectively recruiting

Lead Call Center Representative

MAXIMUS
02.2013 - 06.2016
  • Enrolled citizens of Maryland for health coverage under Affordable Care Act using Maryland State Exchange
  • Data Entry of demographic and sensitive qualifying information into online application to determine eligibility.
  • Accessed external government systems such as Medicaid Management Information Systems (MMIS)
  • Performed tasks to assure Healthcare project and program service level requirements and goals are met Respond to customer inquiries received by telephone, Interactive Voice Response (IVR)or web-based portal regarding information on programs and services.
  • Evaluated healthcare eligibility for Medicaid, CHIP and Private Health Plans electronically, Providing referral agency information.
  • Monitored calls to ensure quality measures are meant.
  • Oversaw team of 10 agents focused on customer calls
  • Followed up with customers about resolved issues to maintain high standards of customer service
  • Met customer call guidelines for service levels, handle time and productivity
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
  • Cross-trained and provided backup support for organizational leadership
  • Handled over 50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates
  • Increased efficiency and performance by monitoring team member productivity and providing feedback
  • Maintained excellent attendance record, consistently arriving to work on time
  • Prepared variety of different written communications, reports and documents

Education

BBA - Business Administration And Management

Cornell University
New York, NY
01.2021

High School Diploma -

Milford Mill Academy
Windsor Mill, MD
06.2007

Skills

  • Management
  • Proficient in all Microsoft Programs
  • Medical Terminology
  • Presentation Skills
  • Marketing
  • Communication skills
  • Crisis intervention
  • Data Analysis Skills (2 years)
  • Database management
  • Event planning
  • Bookkeeping
  • Business Management
  • Data Analysis
  • Critical Thinking
  • Client Relationship Management
  • Project Management
  • Training Development
  • Fraud Detection
  • Decision Making
  • Financial Data Analysis

Certification

  • Digital Marketing May 2021
  • Interior Decorating January 2020
  • Certified Life Coach January 2022
  • Entrepreneurship January 2021
  • Bartender/Mixologist April 2023

Timeline

Fraud and Risk Analyst

Bank Of America
01.2023 - Current

Office Administrator

DriveTime Automotive Group
11.2020 - 12.2022

Lead Patient Service Representative

Chase Brexton Health Care
01.2019 - 07.2020

Business Office Coordinator

Lust2Love Inc
02.2018 - 06.2020

Assistant Store Manager

Motherhood Maternity
11.2017 - 02.2018

Call Center Supervisor

The Nolan Group
06.2016 - 11.2017

Lead Call Center Representative

MAXIMUS
02.2013 - 06.2016

BBA - Business Administration And Management

Cornell University

High School Diploma -

Milford Mill Academy

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Octavia Williams