William Edwards
Dallas,TX
Summary
Dedicated service professional specializing in financial operations and call center support, recognized for maintaining high-quality standards with over 90% quality assurance scores. Proven track record in handling high-volume inquiries and financial transactions accurately, driving customer satisfaction through effective problem resolution and detailed documentation.
Overview
8
8
years of professional experience
Work History
Custodian
Dallas ISD
Dallas, TX
06.2025 - Current
- Identified and addressed facility and supply needs, ensuring attention to detail and accountability.
- Maintained facilities by adhering to safety, security, and operational procedures.
- Ensured the security of areas to maintain safety standards.
Customer Service Representative | Healthcare Benefits
WebTPA
Dallas, TX
04.2023 - 07.2024
- Acted as primary contact for members and healthcare providers, resolving benefits, eligibility, and coverage inquiries.
- Researched and addressed customer concerns, delivering accurate information and ensuring timely resolution or escalation of issues.
- Managed high-volume calls and escalations while maintaining professionalism and empathy.
- Maintained 90%+ quality assurance scores while meeting call handling and productivity standards.
- Documented service requests and interactions to ensure effective follow-up and continuity of service.
- Protected sensitive information and adapted to changing procedures and customer needs.
Accounting Clerk
City Electric Supply
Dallas, TX
07.2021 - 07.2023
- Processed high-volume invoices averaging $800,000 to ensure timely payment and accuracy.
- Maintained accounts receivable records and coordinated monthly billing to streamline cash flow management.
- Assisted with account reconciliation and discrepancy resolution to maintain financial integrity.
- Researched account information and supported collection of overdue balances.
- Handled sensitive financial information according to established procedures.
Eyeglass Technician
America's Best Eyeglasses
Dallas, TX
01.2023 - 04.2023
- Collaborated with optometrists to verify prescription information, ensuring accuracy and optimal customer outcomes.
- Guided customers in product selection, addressed service questions, and performed adjustments and repairs to enhance satisfaction.
- Addressed customer concerns through active listening and problem solving, resulting in improved customer retention.
- Processed transactions and maintained accurate customer and inventory records.
Programs Manager
Voice of Hope Ministries
Dallas, TX
11.2018 - 03.2021
- Managed program operations and resources to support 60 students and 5 instructors, ensuring effective program delivery.
- Facilitated communication as primary contact for students, staff, families, and community partners, enhancing stakeholder engagement.
- Coordinated schedules, resources, and records while balancing competing priorities to streamline program efficiency.
- Resolved questions and concerns through communication, organization, and problem solving.
Education
Business Administration And Management
Prairie View A&M University
Prairie View, Texas09-2026
Skills
- Client support strategies
- Call center operations management
- Financial transaction oversight
- Service request management
- Document management and quality assurance practices
- Effective problem solving techniques
- Active listening abilities
- Data entry proficiency and multitasking skills
- Team collaboration using Microsoft Office
- Quality Assurance
- Data Entry
Personal Information
Title: SERVICE PROFESSIONAL | CLIENT SERVICE | FINANCIAL OPERATIONS
Timeline
Custodian
Dallas ISD
06.2025 - Current
Customer Service Representative | Healthcare Benefits
WebTPA
04.2023 - 07.2024
Eyeglass Technician
America's Best Eyeglasses
01.2023 - 04.2023
Accounting Clerk
City Electric Supply
07.2021 - 07.2023
Programs Manager
Voice of Hope Ministries
11.2018 - 03.2021
Business Administration And Management
Prairie View A&M University