K IMBERLY G. WILLIAMS

**** ****** *******, ****** ** 43612

419-***-**** • ad15yh@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Accomplished, Determined and Goal Oriented, Experienced in medical and retail collections. Extensive customer

services skills.

EXPERIENCE

Customer Service Representative-Engage Toledo

September 2018 to Present

City of Toledo, Toledo, OH

*Responsible for delivering customer service to citizens via multiple communication channels such as in person, over

the telephone, email, text, chat, fax, written correspondence and radio dispatch. Represents the City of Toledo in a

professional manner through communication to citizens regarding various city departments, in person through

outreach events, reviews work and provides work direction to lower-level personnel, community partner agencies,

third party contractors.

*Accountable to provide general information, answer questions, and gather facts and pertinent information

regarding water emergencies, utility bills and various city services, concerns and complaints. Works in a call center

team environment. Enters information obtained from callers into multiple computer software programs utilized by

the City of Toledo and proactively performs support and oversight to ensure effective and efficient processing and

completion of reported concerns and or complaints.

*Provide 24/7 dispatch functions for various city services including Division of Water, Sewer, Transportation, Fleet,

Streets, Facilities and assist Toledo Police with non emergency requests including police and fire disabled vehicle or

engine dispatching. Use SAP to determine active water accounts and check bill status for customers. Provide water

service measurements to City of Toledo Water Division employees and plumbers calling into Engage Toledo for water

line location assistance. Notify Ohio Utility Protection Services for urgent dig requests for City of Toledo water and

sewer repairs, provide direct communication to Water and Sewer Division General Foreman regarding emergency

repairs that need immediate attention, communicate with all City of Toledo Divisions via email regarding citizen

complaints and urgent requests on a daily basis, provide dispatch functions for Streets and Toledo Police Divisions

for emergency requests forwarded to Engage Toledo. Process employee absentee requests for all City of Toledo

divisions and send daily report for notification purposes, use City of Toledo radio console to communicate with

Division of Water, Sewer and Streets Divisions.

Collection and Client Service Specialist

March 2008 to August 2018

United Collection Bureau, Inc., Toledo, OH

*Experienced third party medical/retail collections. Handle customer service disputes and inquires in a timely

manner. Excellent communication, writing skills, efficiency with prioritizing and multi tasking.

*Work bad dept accounts 120 days or more and obtain timely payment plan or obtained payment in full. FDCPA &

HIPPA compliant. Medicaid, Medicare, BWC, auto, VA, commercial insurance knowledge verification insurance,

knowledge of EOB. Handle and direct incoming phone calls to proper departments. Obtain current patient

information.

*Open and close and reconcile bad debt and bankruptcy accounts. Verify and submit accurate itemized statements.

Handle all emails, faxes, postal and interoffice mail and deliver to designated areas and office personnel, scan all mail

to proper files. Initiate requests for VOD's, SOA and disputes for Government agencies and Attorney General

requests. Process Accounts Payable and input payments and process adjustments on daily Direct Payable Report.

Kitchen Manager/Station Attendant

June 2007 to March 2008

Stone Oak Market, Holland, OH

* Debit, credit card, check cashing and cash handling. Manage and operate various prep and cook stations. Maintain

stock and inventory and control. OSHA and Health Department compliance record keeping and reporting. Managed

and maintained daily food menus. Manage and conduct interviews. All store and restaurant accounting functions for

busy retail location.

EDUCATION

Stautzenberger College, Toledo, OH

1991 Associates Degree Medical Assisting GPA: 3.5

Mount Vernon Academy, Mount Vernon, OH

1986 High School Diploma College Prep GPA: 4.0

SPECIALIZED SKILLS

Experience in Microsoft Windows, Emedon, Medic, Medical Manager and Cubs Software. Over 20 years experience

using fax machine, scanners, copy machines, 10 key proficient, postage machine, typing 70 wpm, SAP.

Contact this candidate