Shanika D. Williams
Montgomery,AL
Summary
Detail-oriented specialist with a strong background in collections, billing, and payroll/accounts payable. Experienced in medical scheduling and remote customer service, consistently achieving high levels of accuracy and customer satisfaction. Authorized to work in the US, ready to contribute to team success.
Overview
22
22
years of professional experience
Work History
Alorica
06.2020 - Current
- Assisted claimants with the viewing and certifying of weekly certifications. Providing understanding for each program offered for unemployment during and after the pandemic. Transferring and setting appointments for specialist at their local offices. Providing information on submitting appeals when needed. Sending the appropriate emails regarding fraud accounts.
- I was promoted to the Governor’s Line of business where I assisted in all matters, from unemployment to construction of the roads to eviction notices of homes/rental property. Providing various resources and submitting emails when appropriate to Higher chains of command to be addressed. I assisted in the agent queue where I made sure of no missed calls and answered questions from our agents in regard to their calls in our general chat room.
- Handle inbound insurance calls. Assist members with benefits, claims, billing, and prior authorization and Primary Care appointments and changes. Assist provider staff with claims and eligibility and benefits. Route calls to the appropriate departments.
Tier1 iTunes Specialist
Kelly Services
05.2019 - 06.2020
- Entered employment as a Tier1 iTunes Specialist. I provide accurate information on billing, refunding when appropriate, unlocking/ enabling of accounts, and providing terms of conditions information when needed. Within 5weeks, promoted to iTunes plus, where I along with other skills I processed from my start date provide troubleshooting support, analyzing device issues and providing the appropriate solution using tools and articles provided to me.
- I have passed and met numerous compliances both business and critical standards, gaining over a hundred VSTATS (very satisfied customer accommodations)
- Current on all Self-Guided Training exams (SGTs) to stay in compliance and up to date on the latest technology.
Head collector and Account analyst
Triton Management Group
06.2016 - 05.2019
- Head collector and Account analyst; includes taking inbound and outbound calls for both Always Money and Quik Pawn, accepting payments, arrangements, and providing settlements to our most tenured accounts using ERESOLVE SYSTEM. Assist in the returning of titles and other property seized due to nonpayment.
- The ability to analyze accounts and determined the appropriate solution to resolving accounts.
- Cleared in all training and testing of FDCPA
- Voted twice Star of the Month
- 50 WPM, latest Microsoft software, spreadsheets, recording data, sharing information with DMs and CEO via emails, fax, mailing, etc.
- Accomplishments
- Skills Used
Account Receivable Specialist
EGS (Expert Global Solutions ATT)
04.2015 - 06.2016
- As an account receivable specialist for AT&T, I set payment arrangements and accept payments that are appropriate for our customers’ accounts. This is including education on the accounts current conditions and any treatments necessary to obtain services.
- I have possessed and advanced in my skill sets to problem solve, strategic thinking, provide accurate and beneficial resolutions to customers for a successful relationship with our company. I have been told often I possess excellent customer services skills and can get the job accomplished in an appropriate time manner.
- I’m a dedicated worker for ten years with this company.
- 45wpm, accurate information according to customers’ accounts, ability to work well and communicate with others, work accomplished in a timely manner, often trusted with supervisory tasks
- Accomplishments
- Skills Used
Account Receivables Representative
OSI -DirecTV
03.2006 - 06.2016
- Respond to billing inquiries
- Negotiate payment arrangements and problem solve
- Note customer's accounts with detailed and accurate notations
- Take inbound as well as outbound calls
- NCO (formerly OSI)
- Escalation Team/ Workflow
- Take over escalated calls from customers who request supervisors
- Manage break times of other reps.
- Manage wrap times of calls taking by representatives
- Send emails on call outs, late arrivals, and early leaves
- Provide account analysis and audits to the cooperate office using spreadsheets and word processor
Dietary and Recreational Assistant
Cedars Assisting Living
01.2004 - 01.2006
- Preparation of patient meals and daily snacks
- Planned activities such as arts and crafts
Education
High School Diploma - All Course Studies
Robert E Lee Highschool
Montgomery, AL05.2004
Associate - Medical Assistant
South University Montgomery
Montgomery, AL01.2014
Skills
- Customer service excellence
- Billing inquiry resolution
- Microsoft Word and Excel proficiency
- Empathy and compassion in patient interactions
- Strong communication skills
- Adaptability and flexibility
- Attention to detail in care and record-keeping
- Multitasking abilities
- Phlebotomy expertise
Timeline
Alorica
06.2020 - Current
Tier1 iTunes Specialist
Kelly Services
05.2019 - 06.2020
Head collector and Account analyst
Triton Management Group
06.2016 - 05.2019
Account Receivable Specialist
EGS (Expert Global Solutions ATT)
04.2015 - 06.2016
Account Receivables Representative
OSI -DirecTV
03.2006 - 06.2016
Dietary and Recreational Assistant
Cedars Assisting Living
01.2004 - 01.2006
Associate - Medical Assistant
South University Montgomery
High School Diploma - All Course Studies
Robert E Lee Highschool