Tammy Williams 1

Conducted complex fraud investigations with minimal supervision. Identified potential fraud through evaluation of past experiences and unique circumstances. Monitored workforce processes and quality to ensure compliance with regulations. Recommended solutions to enhance productivity based on findings.

• Resolved customer complaints with empathy, fostering loyalty and repeat business.
• Handled escalated calls efficiently, achieving satisfactory resolutions for customers and company.
• Responded to inquiries regarding products, services, and company information.

• Make quasi-legal decisions and advise District/Probate Court accordingly.
• Analyze investments and advise attorneys, conservators, trust officers, legal custodians, and the Court.
• Provide final approval of accounts received from conservators, attorneys, legal custodians, or chief officers of state institutions, except those showing a major account deficiency.
• Prepare reports for conservators in those cases in which the VA is rendering legal services.
• At times, called upon to explain VA’s position at Court appearances or before Referee in Probate.
• Determine appropriateness of assets and direct release and liquidation of bonds, certificates, and funds on deposit in banks, savings and loan institutions and brokerage houses held by conservators and legal custodians.
• Adjust fund allowances and approve expenditures for the ward.
• Determine if the establishment of conservatorship is in conflict with the VA’s vehicles that serve the same purpose.
• Initiate contacts with fiduciaries and beneficiaries under supervision of the Fiduciary and Field Examination unit.

• Customer Service Specialist for all the Citi Bank Department of Defense, Government and Corporate Bank accounts.
• Assisted with online account maintenance, including resetting passwords and resetting access.
• Provided customer account information including but not limited to; credit limits, denials, verification of any additional security steps on the account.
• Assisted with updating customer contact information including email, phone number, and address.
• Assisted customers with lost or stolen cards, including canceling and reissuing.
• Maintained the highest level of confidentiality and privacy with customers personal information.
• Provided primary customer support to internal and external customers in fast-paced environment.
• Managed complex transactional and emotional customer situations promptly and professionally while meeting service commitments.
• Reinforced established quality control standards and followed procedures for optimal customer interactions.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
• Delivered superior client services, fostering strong rapport, retention and satisfaction.

• Counseled Veterans on all VA benefits.
• Advised Veterans and authorized third parties of appropriate release forms needed to qualify for VA benefits.
• Assisted Veterans and their dependents with correct procedures to follow when accessing VA benefits.
• Maintained a high degree of availability in order to advise claimants on their various VA benefit options.
• Answered client calls and responded to inquiries, using open-ended questioning skills to give applicable information.
• Maintained complete confidentiality in accordance with all privacy laws.

• Received call from R&L drivers related to their employment. This included the driver calling in to report damage to their vehicle, pay shortages and other issues or concerns.
• Managed and maintained a filing system to keep track of all incoming paperwork.
• Entered daily P&D's.
• Coordinated work with other R&L terminals throughout the US.
• Completed regular dock checks.
• Copied and faxed all paper work as requested in a timely manner.
• Daily OS&D write up.
• Answered customer telephone calls promptly and in appropriate manner.
• Responded to customer needs through competent customer service and prompt problem-solving.