Morgan Williams
Veteran Multi Service Center
Philadelphia
1
Certification
16
years of professional experience
Detail-oriented customer service professional with 12 years of experience in high-pressure environments, including roles as a 911 Dispatcher and Customer Service Representative. Proven track record in managing high call volumes, resolving customer issues, and enhancing client satisfaction. Skilled in effective communication and collaboration across departments, ensuring seamless operations and positive experiences for clients and patients. Seeking to leverage extensive customer service expertise to drive success in a dynamic organization.
Work History
Community Outreach Specialist
7 Months- Developed community engagement strategies to enhance outreach effectiveness.
- Coordinated resource distribution initiatives for veterans and their families.
- Facilitated workshops and seminars to educate veterans on available services.
- Collaborated with local organizations to strengthen partnerships and service delivery.
- Trained and mentored new staff on outreach best practices and community resources.
- Analyzed program outcomes to drive improvements in service offerings and engagement efforts.
- Provided guidance and support to individuals seeking assistance with accessing available resources within the community.
Telephone Operator
1 Year 7 Months- Efficiently operated a multi-line telephone system, handling an average of XX calls per day
- Provided exceptional customer service by promptly and professionally answering inquiries and directing calls to the appropriate departments
- Maintained accurate and up-to-date knowledge of company products, services, and personnel to effectively assist callers
- Assisted in resolving customer complaints or issues by actively listening, empathizing, and taking appropriate action
- Managed voicemail systems, ensuring messages were accurately recorded and promptly delivered to recipients
- Effectively managed high call volumes during peak hours while maintaining a friendly demeanor and positive attitude
- Collaborated with other departments to relay important messages or transfer calls as needed
- Implemented efficient call routing strategies to minimize wait times for callers
- Responded to inquiries from patients regarding appointment scheduling, medical records requests, and general information about the facility
- Collaborated with medical staff to ensure smooth flow of operations within the clinic or hospital setting
911 Dispatcher
1 Year 6 Months- Answering emergency phone calls
- Determine the appropriate call types and course of action based on the nature of the calls
- Dispatching jobs to police units, data entry of flash and details of crimes scenes or PERP.
- Give instructions to the person in need before emergency services arrive.
- Monitor and track the status of police, fire, and ambulance units. Synchronize responses with other area communication centers
Customer Service Representative
2 Years 2 Months- Navigate clients with personal retirement accounts or brokerage accounts.
- Assist participants with 401k retirement plans and loans
- Set online accounts and access to external bank accounts
- Knowledge of tax forms and inform of 401k loans
Member Services Representative
2 Years- Admin duties, assisting with emails, providing info
- Handling member calls about their healthcare plan switching pcp, submitting provider claims customer service
- Assisting members with setting up transportation and finding participating specialists and facilities that take their insurance
- Helping other LOBS with call volume
Customer Care Rep
11 Months- Handled incoming calls from policyholders, responding to inquiries, resolving problems and correcting policy errors. Provided information regarding website and applications.
- Greet transfer and hold calls
- Build rapport, listen, clarify and manage conversational flow
- Manage upset customers, conflicts and challenging situations
- Deliver outstanding service, exceed expectations and build long-term loyalty
- Work in teams and in a self-directed environment
Retail Sales Associate
2 Months- Seasonal
- Receive payment by cash, check, credit cards, vouchers, or automatic debits.
- Issue receipts, refunds, credits, or change due to customers.
- Maintain clean and orderly checkout areas and complete other general cleaning duties, such as mopping floors and emptying trash cans.
- Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.
- Calculate total payments received during a time period, and reconcile this with total sales. Keep up with trends, styles, and dress mannequins. Give style advice and tips. Back stock clothes tag clothes
Retail Sales Associate
6 Months- Receive payment by cash, check, credit cards, vouchers, or automatic debits.
- Issue receipts, refunds, credits, or change due to customers.
- Maintain clean and orderly checkout areas and complete other general cleaning duties, such as mopping floors and emptying trash cans.
- Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.
- Calculate total payments received during a time period, and reconcile this with total sales.
Cashier/FrontLine
6 Months- Receive payment by cash, check, credit cards, vouchers, or automatic debits.
- Issue receipts, refunds, credits, or change due to customers.
- Maintain clean and orderly checkout areas and complete other general cleaning duties, such as mopping floors and emptying trash cans.
- Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.
- Calculate total payments received during a time period, and reconcile this with total sales.
Cashier/Server
4 Months- Receive payment by cash, check, credit cards, vouchers, or automatic debits.
- Issue receipts, refunds, credits, or change due to customers.
- Maintain clean and orderly checkout areas and complete other general cleaning duties, such as mopping floors and emptying trash cans.
- Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.
- Calculate total payments received during a time period, and reconcile this with total sales.
Education
High school diploma or GED
Associate's degree - Healthcare Administration
Skills
Fraud prevention and detection
Google Docs
Inside sales
Freight
Visio
PeopleSoft
Clinic
Citrix
Software deployment
Tax experience
Live chat
Supply chain management
Adobe Acrobat
NVDA
Shift management
Technology sales
Microsoft office
Computer science
SAP
Clerical experience
Microsoft Powerpoint
Classroom experience
HRIS
Microsoft Word
Outbound calling
Documentation review
Continuous integration
Financial services
Budgeting
Technical support
Filing
Hyperion
Account management
Interviewing
Continuous improvement
Research
Human resources
Federal Acquisition Regulations
Paralegal
Content management
Customer relationship management
Negotiation
Employment & labor law
Order entry
Financial planning
Customer support
RMF
Quality assurance
Office experience
IT support
ICD-9
Purchasing
Production planning
SaaS
SSL
AI
Problem management
Customer service
Azure
Oracle
Visual Basic
Product management
Cloud architecture
ICD-10
Events management
B2B
Data management
Account reconciliation
Medical terminology
Financial concepts
Mobile devices
Quality management
InVision
Social media management
Office management
Conflict management
Procurement
Project management
Payroll
Computer hardware
Marketing
Software troubleshooting
Time management
Team development
SOX
Network management
Salesforce
Teaching
Travel planning
Front desk
Writing skills
Banking
CAD
Microsoft Outlook
SVN
Team management
SDLC
FMLA
Avaya
Project coordination
Home health
ADP
Wills
trusts
& estate law
Community health center
PowerShell
EMR systems
Google Suite
EDI
Computer literacy
Telemarketing
Recruiting
UNIX
Manufacturing
ICD coding
Compliance management
Guest relations
Accounts payable
Epic
Help desk
ServiceNow
MRP
Quality control
Presentation skills
Home & community care
Dispatching
Debits & credits
Windows
SharePoint
IT
Analysis skills
Computer networking
VPN
Database management
Microsoft Office
Microsoft Access
Paratransit
Relationship management
Accounting software
Zendesk
Hospitality
Care plans
PCA
ERP systems
Chemotherapy
Scripting
Law office
Active Directory
IOS
Data analysis skills
Leadership
Pricing
Databases
WCAG
Accounts receivable
Experience working with students
Operating systems
EHR systems
Data collection
Workday
Security
Sales administration
Web accessibility
Supervising experience
Public health
Sage
Information management
Typing
CRM software
QuickBooks
Service-oriented architecture
Cold calling
Sales
E-commerce
CSS
Microsoft Project
Certification
- Driver's license
- Certified Safety Professional
- January 2024 to January 2025
- Driver's License
- Non-CDL Class C
Additional Information
- Excellent skills in Microsoft Office
- Work well with others
- Strong Leadership roles
- Good with money
- Self-motivated
Timeline
Community Outreach Specialist
Veteran Multi Service Center
11.2025 - 06.2026Read More
Telephone Operator
Philadelphia VA Medical Center
11.2022 - 06.2024Read More
911 Dispatcher
PHILADELPHIA POLICE DEPARTMENT
11.2022 - 05.2024Read More
Customer Service Representative
Vanguard
01.2021 - 03.2023Read More
Member Services Representative
RightSourcing, Inc
01.2017 - 01.2019Read More
Customer Care Rep
CGFNS INTERNATIONAL
02.2016 - 01.2017Read More
Retail Sales Associate
BLOOMINGDALES KING OF PRUSSIA MALL
10.2015 - 12.2015Read More
Retail Sales Associate
785 W.SPROUL RD SPRINGFIELD US
05.2015 - 11.2015Read More
Cashier/FrontLine
SUBWAY PHILADELPHIA INTERNATIONAL AIRPORT US
09.2014 - 03.2015Read More
Cashier/Server
PAT'S CATERING SHARON HILL UNITED STATES
06.2010 - 10.2010Read More
COMMUNITY COLLEGE OF PHILADELPHIA
Associate's degree from Healthcare Administration
Read More
PENN WOOD HIGH SCHOOL
High school diploma or GED
Read More