Virtual Assistant
Resume:
Rachel LWilliams
Pataskala, OH *****
***************@*****.***
Professional Summary
Detail-oriented Remote Virtual Assistant with a strong ability to manage schedules, coordinate office operations, and support daily administrative workflows. Known for delivering accurate documentation, clear communication, and dependable organizational support that keeps teams running smoothly.
Skills
•Calander Management
•Inbox Management
•Customer experience and service excellence
•Phone Etiquette
•Accurate
•Problem solving and decision making
•Record keeping and documentation
•Communication and conflict resolution
•Operational efficiency and continuous improvement
Professional Experience
May 2025-Jan 2026 Paralegal/Case Manager -DWS Law
•Orchestrated case intakes, increasing case intake processing volume by 50%
•Facilitated collaboration between three Attorneys and office staff to ensure efficient case intake processing.
•Administered public information requests
•Authored and disseminated official letters of appointment.
•Convey case progress to all stakeholders.
•Sent and received contracts and forms via DOCUSIGN
July 2018 - May 2025 Credit & Escalations Specialist-Iqor Inc- Remote
•Top 10% of over 150 Representatives in high-volume client contact center, within the utility sector,
•Optimized customer onboarding, and maintained CRM database, and work orders throughout the account life cycle.
•Successfully collected on delinquent accounts, negotiated installment plans, and processed payments.
•Facilitated financial relief requests.
•Engaged in cross-functional collaboration to elevate call handling quality.
•Mentored peer agents through live calls via chat and phone to meet Quality Assurance standards.
•Managed high-stress customer interactions consistently maintaining a quality assurance score above 98%.
•Investigated account discrepancies and resolved complex issues.
•Proficiently utilized various software platforms, including ZOOM, MS Teams, SharePoint; CRM software: SAP and Salesforce.
Sep 2016 - Mar 2017 Accounts Receivable Specialist-Medassist A Firstsource Company
•Partnered with internal teams to resolve payment discrepancies and address issues related to Medicaid claims for hospital billing.
•Retrieved payment status information from government and third-party payers on hospital claim to ensure timely processing.
•Documented, monitored, and verified payment timelines maintaining accurate and up-to–date client accounts.
•Leveraged systems including CUBS, PAYMENT PORTALS, ORACLE, KRONOS.
Sept 2015 - Sept 2016 Medicare Benefits Support and Dispute Specialist-Teleperformance, UHC
●Supported UHC members with Medicare supplement inquiries regarding benefits and claims achieving a 95% satisfaction rate.
●Assisted member with compassion and patience educating them on coverage details and assisting in locating participating providers
●Investigated coverage issues and claim disputes, submitting appeals for re-determinations in strict adherence to Medicare guidelines and eligibility requirements.
Education
•Life/Health Coaching
•Medical Assistant
•Medical Billing and Coding
•High School
Contact this candidate