Customer Service Representative
Resume:
Velonia M. Williams
***************@*****.***
Milwaukee, WI 53218
Summary
An office/customer service professional seeking a remote role, using my excellent interpersonal and problem-solving skills to deliver excellent service and proactive resolution. I am driven to implement efficient processes, streamline support, and devise innovative solutions for customer inquiries via all communication methods. I am committed to driving satisfaction and bottom-line growth for your organization with customers and within my assigned duties.
Work History
Extension Recruiting 10100 W. Innovation Drive Suite 190 Wauwatosa, WI 53226 March 2024 - Current
Customer Service Representative/State of Wisconsin Fiscal Employer Agent IRIS-WI 100% Remote
Answer inbound telephone inquiries to perform financial management services between employer and employee. Inquiries involve payroll processing to ensure employees hours worked are computed and paid on time; management of Federal and State Taxes to ensure taxes are calculated and paid correctly; performing background checks on employees; calculation of Cost Share payments owed to maintain insurance eligibility; processing vendor claims and payments to vendors for services; provide assistance with the enrollment process and managing enrollment packets. Assist Employers, Employees, and Vendors with completing forms. Update employers and employees on all inquiries and provide details of information needed to remain program eligible when applicable including processing employment and tax related documentation. Act as a liaison/direct contact for issues handled directly by various departments and state agencies to provide follow-up feedback when needed. Proficient with Internal software, applications, Microsoft and Five9. Maintain company requirements and caller personal identifiable information confidentiality compliance.
Dovenmuehle Mortgage Corp., Lake Zurich, IL 60047 January, 2021 – September, 2023
Customer Service Representative-Dovenmuehle Mortgage Corp. 100% Remote
Answer inbound telephone inquiries concerning mortgage loans and servicing for over 300 clients, providing customer service and support for mortgage activities and initiatives. Validation of accounts to uphold personal identifiable information and review of account for security flags to eliminate fraudulent activity. Gathering information via active listening regarding complex inquiries, analyze accounts, submit files, and research on all aspects of loan servicing including sending inquiries to appropriate departments when necessary. Refer customers to resources and information to inquiries. Maintain requirements set by company and management involving quotas, attendance, quality professionalism and teamwork at all times. Resolving escalated issues received from junior staff. Update and document customer accounts with accuracy and full details of all inquiries and advisement. Maintain schedule for training for updates and system changes namely, escrow accounting, property tax issues, payment processing via ACH and wire transfer, website issues, property insurance, loan closing details, cyber security and loan servicing. Maintain professionalism in de-escalating problems on accounts and experiences with customers. Follow up for tasks created and strict deadline adherence required by Federal Law and regulations set forth by mortgage industry guidelines. All clerical functions used to complete work assignments include usage of company software Mortgage Servicing Platform MSP (BlackKnight and Director 7), Azure, Lending Portal, Microsoft Office, MS Teams, MS Office, DocHub, Speedpay, and standard various office equipment. Troubleshooting System errors and issues. Assist management with training new hires and Jr. staff. Assist management and conduct Team Meetings on issues regarding company policy, updates, adherence, quality control and metrics.
City of Milwaukee, Fire and Police Commission, Milwaukee, WI December, 2019 – January, 2021
Emergency Telecommunication Operator-911 Dispatch
Operation of radio, telephone, and computer equipment at the city’s emergency response center. Provide assistance for incoming reportings of emergency medical, public crimes, public hazards and fires. Relay information to law enforcement, district stations, department services and emergency medical and Fire Department via telephone, TTY, Relay, Video Relay and medical or motion alarms. Process data retrieved for the purpose of making a split second decision or judgment on method to assist reported incidents. Provide occasional need to maintain contact with a caller until responder(s) arrive. Ability to navigate multiple resources and systems and handle high volumes in a fast paced environment. Maintain monitoring correspondence via Emergency Response Software, Microsoft Office, and GPS. An extreme requirement for detail and accuracy at all times is implemented and required. Notate and record complete details for all calls received. Use of multiple screens to access multiple resources for response to various emergency situations.
ADECCO Staffing, West Allis, WI September, 2018 – December, 2019 (2 concurrent positions)
-Sales Reporting Processor – Northwestern Mutual
Process calculations for time of sales reporting to assist with backlog of paid time due. Casework calculations interpreted via research, analyzing, calculating and resolving time reported. Completion of large volume of repeatable casework. Produce tables, graphs, charts and reports for management presentations. Execution of established policies and procedures by conducting analysis to correctly adjust payments due to sales representative within a paperless, dual screen environment. Using company database and applications, demonstrations in Microsoft Office, mathematics, analyzing information, problem solving, applying concepts, and an extremely high level of complex details. Confirmation of details submitted w/recalculations. Note: created a full detail department manual of duties and instruction of job duties to complete assignments for future employees to prevent future backlog of reports, calculations and assist with training. Employed solely to assist with large volume of backlog data required for payroll in sales reporting. All detailed information manually submitted to department supervisor daily up to completion of assignment. Other duties completed as assigned.
-Desktop Survey Technician – City of Milwaukee
Created a database of residential properties eligible for grants and assistance base on property and homeowner specifications, ordinance criteria, and geographical location. Data base details gathered via Geographic Information Systems and Google Earth Pro. Performed entry of collected data into DDPDesktop Survey, Geo Database accurately. Maintain daily quotas while completing complex and detailed office duties. Document questionable issues and potential problems and report details to supervisor. Networks Google Earth Pro, DDPDesktopSurvey, Microsoft VISIO, and TCP/IP. Various other office duties as assigned.
Milwaukee County – Children’s Court, Wauwatosa, WI September, 2000 – May, 2014
Clerical Assistant II-Juvenile Division
Courteous interaction with the general public, attorneys, community based organizations and court staff in order to provide assistance and resources. Opening new cases and recording case paperwork for all court case types for preparation of court hearings and case files. Prepare, assign case numbers and schedule court hearings for all case types. Extended use of CCAP (Consolidated Court Automation Program) internal data base program to add or change parties with information, schedule court hearings, enter filed documents, print docket entries, generate reports, prepare and maintain judicial calendars, research inquiries and reference case information. Process all new filings for Clerk of Circuit Court on all juvenile case types. File and assign court dates for new filings following procedures and statutes outlined by Judicial Administration. Register parties for scheduled court hearings. Coordinate documents and related materials for court hearings. Respond to telephone and mail inquiries from court staff, case parties and general public with courtesy while maintaining personally identifiable information (PII) and sensitive personal information (SPI) on all cases. Compose memoranda, letters and correspondence. Perform basic legal research. Maintain organization and pay close attention to detail in a fast paced working environment. Process payments for court fees and restitution. Assist with training new hired employees. Perform unassigned duties to maintain deadlines and keep a complete workday.
Education
Cardinal Stritch University, Milwaukee, WI March 2009 – 2011
Business Administration (ABA) Degree 2010
Business Administration (BBA) Degree 2011
ITT Technical Institute, Greenfield, WI November 1995 – August 1997
Electronic Engineer Technician (AEE) Degree 1997
H & R Block, Milwaukee WI December, 1986
Tax Preparation / Business Accounting (Certification) 1986
Milwaukee County, Milwaukee WI
Diversity Training and Workshop November, 2000
Customer Service Workshop December, 2000
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