Tqua Williams
Pikesville,MD
Summary
Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.
Overview
16
16
years of professional experience
Work History
Remote Customer Support Specialist ; Part Time
Trajector Medical
Gainesville, FL
03.2023 - Current
- Provice primary customer support to internal and external departments.
- Research billing errors and discrepancies to initiate corrective action.
- Searched computer databases, credit reports, public records or other resources to locate persons or to compile information for investigations.
- Process payments and arrange pay plans to invoices using company portal.
- Maintain accurate records of all Veterans in workload on a daily basis.
- Assist with processing Medicaid applications, adhering to state and county eligibility guidelines
- Assist Specialist to ensure complete and accurate submission of Medicaid applications
- Utilize Excel to provide updates to manager weekly.
Collections Specialist
One Main Finanical
Randallstown, MD
03.2019 - Current
- Establish rapport, present company values and created motivation on mainly outbound calls to gather financial information in order to negotiate and identify an acceptable resolution
- Contact members through various means, including phone, email, and mail, to facilitate necessary services and appointments.
- Develope highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Calculate correct Loan totals, updated accounts, and maintained detailed records for inventory management.
- Handle all collections activity in office including contacting past due account and reporting weekly missed payment and returns.
- Processe payments and applied to customer balances.
- Negotiate re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
Remote Collection Specialist
Fair Collection And Outsourcing
Beltsville, MD
12.2017 - 03.2019
- Use skip tracing and other techniques to locate debtors
- Worked remotely handling manual and automatically dialed calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Worked with customer to create debt repayment plan based on current financial condition.
- Researched billing errors and discrepancies to initiate corrective action.
Customer Service Specialist
Verizon Communications Inc
Silver Spring, MD
04.2009 - 11.2017
- Cultivated customer loyalty, prompted repeat customers and improved sales
- Preserved revenue streams by utilizing strong communication, negotiation skills and offering refunds to maintain customer satisfaction.
- Utilize computer technology to handle high call volumes.
- Achieve and consistently exceeded revenue quota through products and service promotion during routine calls.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to questions.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
Education
Bachelor of Business -
University of Maryland - College Park
College Park, MD04.2025
High School Diploma -
Friendly High School
Fort Washington, MD06.2006
Skills
- Organization and Time Management
- Business Development
- Customer Service Expertise
- Negotiations
- Multi Line
- Record keeping
- Sales
- CRM
- Microsoft Windows and Office
- Google Suite
Timeline
Remote Customer Support Specialist ; Part Time
Trajector Medical
03.2023 - Current
Collections Specialist
One Main Finanical
03.2019 - Current
Remote Collection Specialist
Fair Collection And Outsourcing
12.2017 - 03.2019
Customer Service Specialist
Verizon Communications Inc
04.2009 - 11.2017
Bachelor of Business -
University of Maryland - College Park
High School Diploma -
Friendly High School