Ric Williams
Henrico,VA
Summary
Dynamic and quick-learning customer service professional with a positive attitude, offering a track record of success in de-escalation and negotiation. Demonstrates a self-starter mentality, driven to continuously learn and grow. Equipped with skills in IT, writing, and multitasking, poised to excel in delivering exceptional customer experiences while contributing to organizational success.
Overview
17
17
years of professional experience
1
1
Certification
Work History
The Department of Taxation Legal Collector (CDCO)
Capital One
03.2022 - Current
- Recognized for making sound and objective judgments while providing great customer service.
- Assists debtors via phone to make effective payment arrangements on delinquent court fines, fees, and restitution.
- Provides helpdesk support to debtors having issues locating there case information online.
- Initiates legal actions to places of employment such as garnishments, liens, and wage assignment release documentation.
- Works closely with court clerks, staff, Commonwealth Attorneys, Probation and Parole boards to increase revenue for the Commonwealth.
Senior Legal Recovery Collections Coordinator
Capital One
08.2017 - 09.2021
- Achieved 100% customer satisfaction scores with no regulatory or business intent errors with consistently for several years
- Managed portfolio of high-value legal recovery accounts to ensure timely and efficient recovery of debt using legal methods
- Assisted customers in devising plans to prevent legal action prevention, negotiated settlements, processed payment, and created detailed documentation
- Conducted account-level research and skip tracing by leveraging multiple systems, such as Credit Browser, Lexis Nexis, Innovis, and Fast data.
- Ensured strict compliance with Fair Lending, Anti-Money Laundering, Military Lending, FCRA Credit Bureau Reporting and Disputes, UDAAP, Americans with Disabilities Act, Reg- O, Reg- Z, NPI/PCI/DSS Compliance, Privacy Act, Bank Secrecy Act, Anti-Bribery Act, and Anti-Corruption Act.
Executive Response Coordinator (Office of the CEO)
Capital One
04.2016 - 08.2017
- Directly corresponded with customers making outbound calls or in writing via electronic and letter channels
- Investigated and researched customers credit card complaints that were escalated to Capital One’s CEO office to provide complaint resolution
- Communicated complaint resolution outcomes to upper management
- Composed adjustment and appeal letters to resolve payment rejections and denials.
- Negotiated resolutions with consumers following escalation team goodwill guidelines.
- Supervised administrative staff and administered performance evaluations to encourage goal achievement.
IT Support Technician
Capital One
01.2008 - 03.2016
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Used ticketing systems to manage and process support actions and requests.
- Maintained office PCs, networks and mobile devices.
- Configured hardware, devices, and software to set up work stations for employees.
Education
Associate of Applied Science - Information Technology Project Management
Brightpoint Community College
Midlothian, VA08-2025
Associate of Applied Science -
Centura College
Midlothian, VA12.2005
Associate of Science -
Centura College
Midlothian, VA12.2005
Skills
- Software: Microsoft Word, Excel, PowerPoint, Python, Google Suites, Slack, and Zoom
- Operating Systems: Windows 10, 11 & Linux
- Hardware Installation, Help Desk Support, Troubleshooting , Application security
- Call center procedures, Live chat support, Information Security, Complaint resolution
- Outstanding Customer service record , Professional telephone demeanor, Critical Thinking,
- Problem-solving abilities
- Technical Support, positive altitude, Team player
State
VA
City
Henrico
Certification
- Comp TIA ITF
- CompTIA A+ 1101
- Comp TIA A+ 1102 -pending
Timeline
The Department of Taxation Legal Collector (CDCO)
Capital One
03.2022 - Current
Senior Legal Recovery Collections Coordinator
Capital One
08.2017 - 09.2021
Executive Response Coordinator (Office of the CEO)
Capital One
04.2016 - 08.2017
IT Support Technician
Capital One
01.2008 - 03.2016
- Comp TIA ITF
- CompTIA A+ 1101
- Comp TIA A+ 1102 -pending
Associate of Applied Science - Information Technology Project Management
Brightpoint Community College
Associate of Applied Science -
Centura College
Associate of Science -
Centura College
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