Manager Service

LaShawn N. Williams

***** ******** *****, *******, ** 77083, *************.********@*****.***, 832-***-****

Professional Summary:

Knowledgeable individual that is well organized and patient, also highly proficient in multitasking and

able to communicate accurately and effectively in both writing and verbally. Always well-organized and

capable of adapting easily to change in environments and business processes. Maintains a sense of

urgency and eager to express a willingness to assist and work as a team to accomplish the company’s

goals. Well knowledgeable of medical terminology and some medical processes requirements for a

continuing education in health information. Capable of carrying out tasks as needed and possesses strong

typing, telecommunications and computer skills. More than willing to grasp as well as provide new ideas

to simplify tasks.

Experience Highlights:

Verizon Wireless

Senior Service Associate Houston, TX February 2009 to May 2010

• Advanced to the position of Senior Service Representative before one year of service through

determination and prioritizing

• Organizing and completing customer case files proficiently by following through to meet a

expectations and providing the level of service to be expected

• Adept at working between multiple computer screens and maintain good technical skills

• Employed training of new employees and provide guidance for improvement

Affiliated Computer Services, Inc.

Escalations Supervisor, Case Manager Houston, TX August 2006 to November 2008

• Maintained and continually updated filing systems on employees assigned and produced

continual tracking of attendance records

• Retained exemplary quality of service by being empathetic, understanding, and building a

suitable rapport with the customer base.

• Displayed functional guidance, training, and assistance to new and equal level staff by offering

hands on demonstration of procedures and implemented problem solving

• Participated in the role of supervisor for a team of 18+ employees to survey stats as well as set

attainable and realistic goals

• Progressed as an Escalations supervisor and Case Manager to ensure the resolution by providing

applicable solutions to case by case situations

Blockbuster Video

Cashier Houston, TX August 2005 to September 2006

• Assist in Cashier duties and sales to customers

• Inventory detailing overnight and stocking team

Academic Background:

H.I.T., Health Information Technology and Systems

Associates of Applied Science in Health Information Technology

DeVry University, Houston, TX

Anticipated Graduation: March 2011

Continuing with a current GPA of 3.2

Houston Community College, Houston, TX

Prerequisite courses – July 2002-2004

Transferred with a GPA of 3.5

Computer Skills:

74WPM, MS Office 2007, Outlook, Excel, Windows XP/Vista, Power Point, Data Entry applications,

ACSS, efficient in the ability to formulate PivotTables, data sets, and formulate functional spreadsheets.

Honors and Awards:

• Promoted to Senior Service Representative before one year of service by meeting and exceeding

performance requirements and set goals by improving the quality of service received when

assistance is needed.

• Awarded as a Star Performer in the reduction of churn and the ability to maintain a customer base.

Contact this candidate