Darrell K. Williams

**** ******** *****

Mesquite, TX 75149-7602

Cell Phone 214-***-****

ad4b2n@r.postjobfree.com

Summary of Qualifications

History of Experiences

Entry level Data Finance Services, Healthcare and Power Energy Corporation Industry as a customer service representative in a high-paced environment, customer focused team environment and is responsible for a number of customer oriented tasks in a call center and office field. These responsibilities include: Data entry in designating or adjusting client’s beneficiaries dollar statues, responding to customer open/close requests, customer inquiries, and requests for account information, negotiating collections arrangements, keying provider and member claims with accuracy with SOPs guidelines, coordinating service requests, determining the most effective resolution to customer issues and maintaining customer accounts, direct and indirect customer contact requiring strong communication(oral and written) and negotiation skills; previous experience working with Microsoft Office including Word, Excel, PowerPoint, Quick Books, Availity Essentials, medical terminology, LexisNexis/Accurint, ICD 9, 10, and CPT codes.

08/08/2022 – 12/29/2023 Spectraforce Technologies Inc. Raleigh, NC Data Entry Professional / Charles Schwab, Inc. WFH

Ensured that US domestic and Foreign financial client accounts first and last name, date of birth, SSN, matched on multiple accounts applications of the same client.

Managed indexing IRS notices to Form 990-T extensions for valid name, SSN, and DOB.

Experienced with Schwab systems as follow: RIS, EWA, BOSweb, A2C, Trex, LexisNexis Accurint, Salesforce, Client Central, and OnDemand.

Applied Estate business partners update on accounts by adding the client’s credentials from their signed documents verifying if the client’s primary and/or contingent beneficiaries percentage distribution is correct or to be added in the system.

Ability to troubleshoot accounts that have misleading or mistaken titles such as the Primary, Co-owner, Appointed Fiduciary, Power of Attorney, Trustee, Limited and Full Trade Authorizations by correcting the source and update for marketing approval.

Able to meet deadlines on special projects submitted via spreadsheet to be downloaded for systems database.

Maintained productivity and quality quotas with a 100% accuracy.

Complied with requirements surrounding confidential information and personal information.

Followed all required scripts, policies, and procedures.

Adhered to all attendance and work schedule requirements including all scheduled training.

Escalated customer issues to the appropriate staff and management for resolution as needed.

Handled in-house calls on client accounts in a courteous, timely, and professional manner including email and live chat.

01/09/12 – 09/14/21 United Healthcare Inc. Richardson, TX

Senior Data Entry Clerk / IRU PSAT-MSAT E & I Operations WFH

9 years of professional experience in an office setting using the telephone and computer as the primary instruments to perform the job duties, and 7+ years of Customer Service experience analyzing and solving customer problems.

Experience with UNET, ISET, CAMS, EDSS, IDRS, Macros, RightFax

Performed data entry for medical, dental, prescriptions, receipts, hospital claims, Medicare and Medicaid (Provider and Member claims -UNET) platform.

Processed incoming demographics entries into the billing tool and clean claims submissions using HCFA 1500 claims form or electronic equivalent.

Follow appropriate HIPAA guidelines provide medical records to primary care provider, insurance carriers, referred providers and patients per patient request

Demonstrated knowledge of healthcare coding practices (e.g., CPT's, HCPCS, DRG, ICD-9, ICD-10).

Used appropriate documentation, reference materials and/or websites to ensure that claims are processed accurately and efficiently (e.g., SOPs documents, knowledge libraries, SharePoint sites).

Navigated between various computer applications/systems to conduct research and to respond to members via ORS and ISET.

Rekeyed or reworked claims due to system rejection or volume.

Participated in special project automations as needed.

Met established productivity, schedule adherence, and quality standards.

10/17/08 – 12/30/11 Garland Power & Light Company Garland, TX

Customer Service Representative

Provided customers assistant payment extension, reconnection of service, budget billing the account, automatic bank draft, letter of credit, energy audits, electric and water conservation tips, deposit returns, residential and commercial meter questions, and open-close-transfer utility accounts.

Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner.

Proficient conflict management skills including the ability to resolve stressful situation.

Used knowledge of billing/finance and eligibility processes, practices and concepts.

Proficiency in Outlook, Word, Excel, Quick Books, and Power Point.

Reviewed customer’s utility usage, determined average consumption, verified rates, investigated potential overcharges, adjusted customer accounts.

Verified legal documents for services such as marriage, divorce decrees, death certificate, lease, and house closing papers for most order processes.

Initiated and processed billing adjustments and account corrections in accordance with established procedures. May place accounts on hold, assess late fees and charges, refers customers to other organizations.

Answered inbound ACD calls with internal and external customers.

East Texas State University Branch/Texarkana, TX 1980

University of Arkansas at Pine Bluff 1985, B.S. Psychology – Minor in Business Administration.

References Upon Request

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