Vicki Williams
Albany,GA
Summary
I seek to apply my skills with a Researcher's precision and an Artist's mind.
Overview
19
19
years of professional experience
1
1
Certification
Work History
CHARGEBACK RECONCILIATION ACCOUNTANT
MerchantE
03.2021 - 03.2024
- Responsible for settlement chargeback accounting for multiple card types
- In-charge of early warning of settlement issues to management, including chargeback file failures, funding issues to merchants and card associations
- Provide settlement analysis for chargeback activity at month end; participate in month end closing
- Provide continuous guidance to other business units on specific issues like fee collections, chargebacks, and ACH processing
- Daily reporting and reconciliation of all merchant cash adjustments (Bankserv) Coordinate with engineering on improving web reports, processes
- Research and resolve chargeback settlement discrepancies and issues
- Provide supporting documentation for quarterly and year end audits.
ACCOUNT SETUP ANALYST
Focus Of Georgia / MerchantE
08.2020 - 03.2021
- Program and/or audit parameters in system according to the information provided in the merchant application, according to the information provided in the account change request, according to the third-party partner access set by product training, Program and/or audit daily upload reports to maintain the accounts as needed per comments, bank hierarchy requests. Processed 25 - 50 requests daily
- Navigate various systems to research and resolve inquiries
- Apply for Special Interchange Programs with designated Card brand such as Visa Utility and American Express.
OFFICE ADMINISTRATOR
Integrated Health Center of Georgia
09.2019 - 04.2020
- Streamlined office activities and operations to secure efficiency and compliance with company policies
- Perform accounting tasks, including invoicing and budget tracking
- Maintain digital and electronic records of staff of 10 and 50 foster parents
- Update records for new staff and new foster parents
- Assist with the recruitment process by performing reference checks and issuing employment contracts
- Perform background checks for staff and potential foster parents
- Write and submit SAFE Home Studies for foster parent approval through DFCS.
- Demonstrated exceptional multitasking abilities while juggling diverse responsibilities, including reception duties and ad-hoc administrative tasks.
- Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
- Maximized office space utilization by maintaining a clean, organized work environment that encouraged productivity and efficiency.
- Managed and properly accounted for petty cash issued to facilitate general office activities.
- Scheduled conference rooms, prepared agendas, and maintained calendars to prepare for meetings and events.
- Improved workplace efficiency with the regular maintenance of office equipment and proactive troubleshooting of technical issues.
- Organized, facilitated and participated in community service efforts.
- Used industry expertise, customer service skills and analytical nature to resolve foster parents concerns and promote loyalty.
CUSTOMER SERVICE REPRESENTATIVE
Primerica
03.2018 - 09.2019
- Managing an average of 75-90 inbound calls daily regarding Agent inquiries, policy changes, Securities Licensing process, completing forms and concerns consistent with Primerica standards.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual Agent needs.
- Developed rapport with Agents through active listening skills, leading to higher retention rates and positive feedback from Agents and their clients.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Investigated and resolved Agent inquiries and complaints quickly.
HUMAN RESOURCES & QUALITY ASSURANCE COORDINATOR.
ResCare Home Care
03.2017 - 03.2018
- Full cycle recruiting, including sourcing, initial phone interviews, in person interviews, offers and entire onboarding process
- Designated Community Involvement Coordinator appointed position above and beyond responsibilities as recruiter
- Conducted New Hire training for roughly 20-30 applicants monthly.
- Evaluated accuracy of existing quality assurance measurement techniques, implementing improvements to increase efficacy and reduce errors.
- Conducted regular audits to identify areas of improvement, leading to increased customer satisfaction levels.
- Drafted and reviewed quality assurance policies and procedures, improving customer feedback metrics by 25%.
- Supported the successful completion of external audits by diligently maintaining accurate records and documentation in accordance with regulatory requirements.
- Facilitated open communication channels between departments for sharing best practices related to quality assurance methodologies, driving organizational success as a whole.
- Managed corrective action plans for identified non-conformances, ensuring rapid resolution while maintaining a focus on root cause analysis for long-term prevention measures.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Developed educational materials used to train staff on QA standards.
- Created and collaborated in implementation and maintenance of customer complaint log.
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Evaluated interactions between associates and customers to assess personnel performance.
STAFFING COORDINATOR / RESIDENT ASSISTANT
Creative Community Services
03.2015 - 03.2017
- Facilitated all aspects of scheduling for 30 clients and 40 Caregivers
- Matched clients and Caregivers by medical skill set and personality traits
- Conducted interviews, background checks, employment history and safety training for applicants
- Provided direct care to residents which included assistance daily hygiene requirements, promoting and enhancing overall quality of life.
- Verified payroll, vacation and sick time hours to support accounting processes.
- Assisted in onboarding new hires, facilitating a smooth transition into their roles and supporting employee retention efforts.
- Increased client satisfaction by maintaining thorough knowledge of client needs and matching suitable candidates for open positions.
- Developed and facilitated new-hire orientations.
- Conducted comprehensive interviews, assessing candidate skills and cultural fit for successful placements.
- Assisted with personnel records management to support recordkeeping accuracy.
- Coordinated background checks, reference evaluations, and drug screenings as part of due diligence for successful placements.
- Advocated for staff members, helping to identify and resolve conflicts.
- Completed human resource operational requirements by scheduling and assigning employees.
- Organized and hosted social and educational events for residents to foster meaningful connections and community spirit.
- Maintained clean, safe, and well-organized patient environment.
- Assisted residents with daily dental and mouth care, bath functions, and hair care.
- Mentored new Resident Assistants, providing guidance on effective strategies for managing various situations.
- Supervised daily activities and provided assistance to staff.
- Solved grievances and complaints by collaborating with residents.
- Developed and maintained relationships with parents to promote positive living environment for clients.
PARENT MENTOR – Exceptional Students Program
Dougherty County School System
08.2005 - 04.2014
- Ensured all parents of the 1400 students with disabilities are guided through the Special Education process
- Supplied information on laws, services, policies, procedures and Parent Rights
- Facilitated Trainings and Workshops for parents, educators and administrators on Exceptionalities/Disabilities, Best Practices and Services for Students with Disabilities and Parenting Strategies.
Education
Certificate - Accounting
SCS Business & Technical Institute
New York, NY12.1985
Skills
- Initiate and complete projects with minimal supervision
- Effective Leadership skills
- Possess strong research, analytical and problem-solving skills
- Strong oral and written communication skills
- Excellent time management and planning skills
- Great people skills
- Work well either independently or on a team
- Excellent customer service
- An effective advocator
- Resourceful
Certification
- Certified Professional Coach, graduate of Fowler International Academy of Professional Coaching (July 2014)
- Certified in Youth Mental Health First Aid (Nov. 2013)
- IMPACT FCP TTT (Dec 2019)
- 10 years' experience as a Licensed Insurance Agent (P&C and L&H)
- Proficient in Word, Excel and Power Point computer programs
- 2014 nominated for the Phil Pickens Leadership Award for my service working with Parents of and Students with disabilities
References
Available Upon Request
Hobbies and Interests
- Cooking
- Painting
- Decorating
- Interior design
- Travelling
Timeline
CHARGEBACK RECONCILIATION ACCOUNTANT
MerchantE
03.2021 - 03.2024
ACCOUNT SETUP ANALYST
Focus Of Georgia / MerchantE
08.2020 - 03.2021
OFFICE ADMINISTRATOR
Integrated Health Center of Georgia
09.2019 - 04.2020
CUSTOMER SERVICE REPRESENTATIVE
Primerica
03.2018 - 09.2019
HUMAN RESOURCES & QUALITY ASSURANCE COORDINATOR.
ResCare Home Care
03.2017 - 03.2018
STAFFING COORDINATOR / RESIDENT ASSISTANT
Creative Community Services
03.2015 - 03.2017
PARENT MENTOR – Exceptional Students Program
Dougherty County School System
08.2005 - 04.2014
Certificate - Accounting
SCS Business & Technical Institute
- Certified Professional Coach, graduate of Fowler International Academy of Professional Coaching (July 2014)
- Certified in Youth Mental Health First Aid (Nov. 2013)
- IMPACT FCP TTT (Dec 2019)
- 10 years' experience as a Licensed Insurance Agent (P&C and L&H)
- Proficient in Word, Excel and Power Point computer programs
- 2014 nominated for the Phil Pickens Leadership Award for my service working with Parents of and Students with disabilities
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