Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Tqua Williams

Pikesville,MD

Summary

Dynamic billing and collections professional with a proven track record, excelling in accounts receivable management and conflict resolution. Enhanced customer satisfaction through effective communication and timely invoice processing, while reducing delinquency rates. Strong relationship builder and team collaborator, committed to achieving results and fostering a positive work environment.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Part Time- Billing Specialist

Utilisave
01.2023 - Current
  • Researched and resolved billing discrepancies to enable accurate billing.
  • Identified, researched, and resolved billing variances to maintain system accuracy and currency.
  • Worked with multiple departments to check proper billing information.
  • Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
  • Maintained detailed records of each account''s payment history, providing easy access to information for audit and analysis purposes.
  • Enhanced customer satisfaction with timely and accurate invoice generation.
  • Strengthened client relationships through effective communication regarding billing issues and concerns.

Senior Credit and Collections Specialist

Wex Bank
03.2022 - Current
  • Delivered exceptional customer service on collection emails and calls and maintained calm and professional demeanor.
  • Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
  • Reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
  • Maintained high volume of emails and calls while meeting demands of business
  • Contributed to a positive work environment by providing support, guidance, and expertise to junior team members as they navigated complex collections situations.
  • Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
  • Mitigated potential losses by promptly identifying high-risk accounts requiring escalated collection actions or legal proceedings involvement if necessary.

Debt Specialist - Negotiator

Clear One Advantage
02.2018 - 03.2022
  • Resolved conflicts and negotiated mutually beneficial agreements while teleworking.
  • Created debt management plans, spending plans or budgets to assist clients in meeting financial
    goals between parties.
  • Drove operational improvements, which resulted in savings and improved profit margins.
  • Resolved financial problems, improved operations and provided exceptional client support.
  • Assessed individual client situations and mode-targeted recommendations for settlements to
    resolve specific financial situations.
  • Established credibility as a trusted advisor by consistently delivering on promises, maintaining confidentiality, and demonstrating a deep understanding of clients'' financial challenges.

Customer Support Specialist

Verizon Communications Inc
04.2008 - 11.2017
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
  • Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
  • Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
  • Conducted regular training sessions for new team members, promoting best practices in customer support operations.

Education

Associate of Business Administration - Business Administration

University of Maryland, Baltimore County
Baltimore, MD
12-2025

High School Diploma -

Friendly High School
Fort Washington, MD
06-2006

Skills

  • Time Management
  • Conflict Resolution
  • Relationship building
  • Team collaboration
  • Accounts receivable management
  • Contract preparation
  • Billing systems and software
  • Invoice processing
  • Customer service
  • Data entry proficiency
  • Decision-making

Certification

CDCP; Certified Debt Collection Professional

Timeline

Part Time- Billing Specialist

Utilisave
01.2023 - Current

Senior Credit and Collections Specialist

Wex Bank
03.2022 - Current

Debt Specialist - Negotiator

Clear One Advantage
02.2018 - 03.2022

Customer Support Specialist

Verizon Communications Inc
04.2008 - 11.2017

Associate of Business Administration - Business Administration

University of Maryland, Baltimore County

High School Diploma -

Friendly High School

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