Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Stepheana McWilliams

Arlington,TX

Summary

Highly organized and detail-oriented administrative professional excels in office management and special projects. Resourceful and adaptive team leader with expertise in project management, financial tracking, customer relationship management and marketing. Results-oriented strategic planner with extensive knowledge of industry practices.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Delivery Driver

Grubhub
Chicago, IL
04.2015 - Current
  • Received daily delivery instructions and route assignments from dispatch.
  • Loaded, secured, and unloaded cargo in a safe and timely manner.
  • Communicated regularly with dispatch regarding any delays or issues encountered on routes.
  • Provided excellent customer service by answering inquiries about products or services being delivered.
  • Responded promptly to emergency situations involving vehicles or personnel on the roadways.

Shipping and Receiving

Crane
Irving, TX
07.2024 - 11.2024
  • Shipping and Receiving
  • Sending Emails and Receiving
  • Handling packages Fed Ex, UPS, DHL, DMG
  • Coordinated shipping and receiving activities to optimize inventory levels and minimize delays or back orders.
  • Coordinated and managed all aspects of trade show logistics, including shipping and receiving of materials, booth set-up and take down, registration, and vendor relations.
  • Managed daily shipping and receiving activities including tracking shipments, preparing documents.
  • Tracked inventory levels of office supplies used for shipping and receiving operations.
  • Assisted in the loading and unloading of goods from trucks, containers and railcars using forklift.
  • Performed daily maintenance checks on forklifts to ensure optimal performance.
  • Inspected loads prior to lifting to determine weight distribution and stability.
  • Ensured safety procedures were followed when operating forklifts.
  • Monitored warehouse aisles to prevent collisions with pedestrians or other equipment.
  • Loaded pallets onto trailers for shipment.
  • Transported materials between storage areas, loading docks and delivery vehicles as needed.
  • Reported any damages or malfunctions of equipment immediately to supervisor and manager.
  • Verified accuracy of incoming orders against packing slips before loading onto truck and trailer for shipment.
  • Unloaded delivery trucks with product by hand or utilizing lift-gate truck when needed.
  • Organized warehouse shelves and racks for efficient retrieval during order fulfillment process.
  • Checked expiration dates on products prior to stocking shelves or shipping out orders.
  • Answered customer inquiries regarding product features, pricing, and availability.
  • Identified customer needs and provided appropriate solutions.
  • Maintained accurate records of customer interactions and transactions.
  • Documented all incoming emails for future reference purposes.

Customer Care Representative II

Wells Fargo Bank
Westlake, TX
10.2022 - 07.2024
  • Ability to handle 75+ inbound and/or outbound calls effectively
  • Respond to customer inquiries via live chat in a timely and professional manner
  • Address questions, provide information, and resolve issues effectively
  • Troubleshoot and resolve customer problems or concerns, utilizing available resources and escalating complex issues to appropriate departments when necessary
  • Statements, Reports, personal details, Documents and information from employees, other departments, and clients
  • Processing Loans and Mortgage Processing
  • Correcting errors and organizing the information in a manner that will optimize swift and accurate capturing
  • Entering and updating information into relevant databases
  • Utilizes internal and external software to retrieve, input, or modify information needed to explain the charge and answer questions for Customers
  • Ability to meet specified key performance indicators
  • Willingness to follow up with Customers as needed to provide information related to account/balance resolution
  • Creating accurate spreadsheets
  • Focus on delivering excellent customer service on each call
  • Engages in active listening when dealing with Customers to provide one-call resolution
  • Answered customer inquiries over the phone and via email.
  • Resolved customer complaints promptly and professionally.
  • Assisted customers in navigating through website features and functions to locate desired information or products.
  • Identified opportunities to upsell additional services when appropriate.

Air Handler

UPS
Dallas, TX
10.2023 - 02.2024
  • Loaded and unloaded packages from trucks, planes, and other vehicles.
  • Inspected incoming shipments for damages or missing items.
  • Sorted packages according to destination address.
  • Labeled packages according to delivery instructions.
  • Stacked loaded pallets on trailers with a forklift.
  • Operated conveyor belt systems for sorting and loading packages.
  • Monitored package weight and size to ensure compliance with safety regulations.
  • Used scanners to track packages throughout the shipping process.
  • Reported any damaged or defective packaging materials to supervisors.
  • Maintained accurate records of all shipped items in a database system.
  • Communicated effectively with colleagues regarding shipment status updates.
  • Followed company procedures when handling hazardous materials safely.
  • Performed daily maintenance checks on equipment such as forklifts.
  • Assisted customers with picking up their orders at the warehouse entrance.
  • Collaborated with team members to achieve daily goals in a timely manner.
  • Provided assistance to new employees on proper use of equipment.
  • Ensured safe handling of freight during loading and unloading operations.
  • Kept an organized inventory of supplies used during package handling processes.
  • Helped warehouse staff by unloading trucks and using heavy equipment to properly stock merchandise.
  • Transported pallets of inventory items using forklift, observing safety rules in operating heavy equipment.
  • Scanned and sorted packages according to destinations and service type using handheld scanner.
  • Sorted packages to appropriate slide, line or belt for final distribution.
  • Assisted in loading delivery trucks with prepared packages.
  • Resolved conveyor system issues by clearing jams and blockages.
  • Protected company inventory by maintaining and organizing storage areas.
  • Braced, padded and supported items in packages to prevent shifting and damages.
  • Picked products using RF scanner to fill orders.
  • Logged packaging activities and filed reports in company databases.

Administrator

Rev Claims
Jackson, MS
07.2019 - 09.2022
  • Answered incoming calls and responded to customer inquiries.
  • Assisted in the development of new administrative systems, procedures and policies.
  • Maintained filing system for important documents such as contracts and invoices.
  • Provided general administrative support to staff members.
  • Ability to research payer regulations and determine appropriate collection action
  • Ability to utilize multiple patient accounting and billing applications like FISS/DDE, claims clearing house systems, payer systems, etc
  • Prior knowledge of inpatient and outpatient hospital revenue cycle required
  • Excellent written and verbal communication skills
  • Contract interpretation, medical terminology and coding knowledge
  • Performed data entry tasks into computer databases from paper documents.
  • Monitored emails, sorted mail and distributed correspondence accordingly.
  • Supported departmental activities by providing clerical assistance as needed.
  • Assisted with budget preparation by collecting financial data from departments heads.
  • Followed up with customer accounts to resolve unpaid or past due accounts.
  • Developed and implemented billing procedures and systems to ensure accuracy in invoicing customers.
  • Reviewed overdue accounts and contacted clients via phone or email to collect payments on past due balances.
  • Processed incoming payments, posted them correctly to customer accounts, and prepared bank deposits.
  • Maintained accurate records of collections efforts including contact notes in CRM system for future reference.
  • Provided detailed reports on collection activity to management team on a regular basis.
  • Negotiated payment plans with delinquent customers when necessary.
  • Handled escalated calls from customers regarding billing disputes or other concerns.
  • Processed payments over phone and set up recurring drafts.

Team Lead

Walmart
Fort Worth, TX
04.2021 - 07.2022
  • Develops strategies, provides training, sets goals, and obtains team feedback
  • Maintain open door policy with hourly associates, answering questions regarding policies and procedures, actively listening of concerns and issues raised, escalating issues as appropriate, and maintaining confidential conversations
  • Coordinate and manage large group meetings for hourly associates, including first-day Welcome Meeting
  • Provide performance feedback and disciplinary action, including terminations, for hourly associates
  • Communicate and audit adherence to safety and employee relations policies, investigate complaints or deviations from policy, and make recommendations for corrective action as needed
  • Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
  • Developed strategies to increase team productivity and improve customer service levels.
  • Ensured compliance with company policies and procedures throughout the team.
  • Resolved escalated customer complaints or queries promptly and efficiently.
  • Monitored team performance against targets, taking corrective action where necessary.
  • Organized regular meetings with all stakeholders to ensure clear communication between departments.
  • Created detailed reports on team activities as requested by management.
  • Maintained accurate records of employee attendance and task completion times.
  • Kept work areas clean, neat and free of safety hazards to maximize efficiency.
  • Offered training and support to keep team members motivated and working toward objectives.
  • Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
  • Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.

Customer Service Representative

Conduent (Humana Insurance)
Madison, MS
09.2017 - 06.2019
  • Understood (Medicaid, Medicare, Health) policies, procedures, and coverages of insurance
  • Assisted customers with making payments, addressed billing concerns, and entered customer service notes into files after any contact for future references
  • Submitted termination request for policies on customer behalf
  • Researched and resubmitted claims to be corrected according to guidelines and members benefits
  • Spoke with providers, case managers, pharmacists and customer representatives about billing, benefits, and claim processing issues
  • Collected and updated customers information to ensure coverage and demographics was correct
  • Override customers medications for approved denial reasons
  • Mailed out customers id cards and benefit package information
  • Assisted with complaints and appeals per customer's request
  • Deescalated calls when appropriate/Escalated calls to supervisor on duty when necessary

Certified Nursing Assistant (CNA)

Chadwick Nursing and Rehab
Jackson, MS
08.2015 - 08.2017
  • Checked and recorded consumer conditions such as vital signs, weight, and temp
  • Notated nontechnical reports documenting consumer behavior and activity
  • Directed and participated in recreational and social activities for consumers in accordance with written programs and rehabilitation plans
  • Collected urine, stool, and sputum specimens for clinical tests
  • Turned and positioned non-ambulatory consumers
  • Assisted residents with activities of daily living including but not limited to bathing, shaving, and brushing teeth
  • Performed related or similar duties as required or assigned

Direct Care Worker

Mississippi State Hospital
Whitfield, MS
06.2012 - 07.2015
  • Checked and recorded consumer conditions such as vital signs, weight, and temp
  • Notated nontechnical reports documenting consumer behavior and activity
  • Turned and positioned non-ambulatory residents
  • Assisted residents with activities of daily living including but not limited to bathing, shaving, and brushing teeth
  • Used appropriate behavior management techniques when interacting with residents
  • Performed related or similar duties as required or assigned

Education

High School Diploma -

Pearl High School
Pearl, MS
12.2010

Skills

  • Medical Terminology
  • Problem Solving
  • Package scanning
  • Commercial driving
  • Pallet jack and hand truck operation
  • Point-of-sale system
  • Dependable and reliable
  • Documentation and reporting
  • Vehicle maintenance
  • Record keeping
  • Multitasking and organization
  • Time management
  • Attention to detail
  • Load management
  • Positive attitude
  • Stocking and inventory
  • Forklift operation
  • HAZMAT endorsement
  • Database management
  • Records Management
  • Gathering Invoices
  • ICD/CPT Coding
  • Flexibility & Adaptability
  • Data Entry
  • Management
  • Punctuality/Time management
  • Customer Service
  • Loan Processing
  • Refunds processing
  • Payment collection
  • Shipping and packaging

Certification

CNA

Timeline

Shipping and Receiving

Crane
07.2024 - 11.2024

Air Handler

UPS
10.2023 - 02.2024

Customer Care Representative II

Wells Fargo Bank
10.2022 - 07.2024

Team Lead

Walmart
04.2021 - 07.2022

Administrator

Rev Claims
07.2019 - 09.2022

Customer Service Representative

Conduent (Humana Insurance)
09.2017 - 06.2019

Certified Nursing Assistant (CNA)

Chadwick Nursing and Rehab
08.2015 - 08.2017

Delivery Driver

Grubhub
04.2015 - Current

Direct Care Worker

Mississippi State Hospital
06.2012 - 07.2015

High School Diploma -

Pearl High School

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Stepheana McWilliams