Denise Williams Email & Phone Number

Knoxville, Tennessee, United States

Knoxville, Tn, Usa

Oak Ridge, Tn

- Became full-time direct hire December 6, 2019- Promoted to Lead CSR August 28, 2020

Little Rock, Ar

Worked remotely from June 2017 when I relocated to the Knoxville, TN area.Gather, analyze, and document functional requirements for exciting, efficient features of web-based benefits administration software.

Tenaris-Hickman, Blytheville, Ar

Analyze data between four integrated software systems (SAP, JD Edwards, automated floor production system, and an in-house legacy system) to verify inventory and production reports. Design queries, review stored procedures, and improve where possible. Assist and train end users, document job functions and procedures, and create end-user help documentation.

Jonesboro, Arkansas Area

Create instructive videos and user facing documentation using presentation and screen recording softwareDevelop and maintain low level technical documentation of web servicesGather, verify, and document client requirements for custom development and enhancementsCreate internal and external implementation and configuration documentsManage beta build test process (in-house usability testing of release candidate builds) including preparing test servers, writing test scripts, organizing and scheduling testing associates, and preparing anonymized client data to ensure real-world applicability of test results.Develop use case documentation, proposed workflows, and screen mock-ups

Provide project management of new software implementations of enterprise class utility billing software for customers billing in excess of 20,000 service locations. Provide internal and external support specific to utility billing software. Assist clients with quality assurance and user acceptance testing of software products. Create training documents and videos for software products. Provide Tier 2 level internal support to reduce daily issues escalated to development department. Develop client-specific training programs and provide general end user training both online and in person. Gather and document client business requirements for custom development and software modifications. Analyze client business requirements to identify potential gaps and develop solutions to address each item. Customize report queries and use Crystal Reports to create and modify custom statements, reports, and forms.

Jonesboro, Arkansas Area

Provide online and in person training on utility billing software products. Provide online support of utility billing software. Create training videos for software. Create process documents, version release notes, and training documents for customers and fellow employees. Provide input on proposed software enhancements, propose new enhancements, and assist with business analysis of proposed enhancements.

Ultima Division, Hardy, Ar

Create detailed, low-level technical documentation of software products for use by developers. Create detailed, easily followed end user training and support documents. Designed, developed, and maintained a CSS and xhtml-based online help system for software products that included dynamic menus and crosslinked topics. Performed end user testing of bi-weekly builds of web-based property record search software.

Ash Flat, Ar

As the first call center clerk, I spent time in each customer-facing department of the bank to determine which job duties could accurately and safely be handled within a call center setting. I defined the call center appropriate tasks, worked with IT to procure appropriate equipment that would be useful in an already crowded back office, created the training manual for the department, and trained the first few call center clerks to be hired after myself.The call center was an immediate success in that it met the goal of significantly reducing inbound call volume to customer-facing departments as well as providing customers with better service by allowing first contact resolution of many common service requests. It has since grown from a single clerk to a team of clerks who handle all inbound calls to the main phone line of a 10-branch banking system.

Ash Flat, Ar

Input sensitive account information, balance bank tickets for deposits, withdrawals, and loan payments for a 10-branch banking system, initiate updates to third party systems at appropriate points in nightly processing, operate check sorting equipment including tape and optical platter storage and backup systems.Became debit card program subject matter expert responsible for card orders, fraud notifications, chargebacks, and representments. Worked closely with security officer to define fraud prevention and response procedures. Work with VP of Operations to define procedures for debit card exception processing, reorder frequency of cards, and incentives to encourage widespread use of debit cards. Documented processes and procedures of position to support intradepartmental cross-training which became basis for company wide procedure documentation and cross-training initiative.