Akira Williams
Montgomery,AL
Summary
Technologically savvy and goal-oriented worker. Driven and motivated to help organizations thrive. Skilled in prioritizing and completing tasks independently and as a group. Extensive experience with Microsoft Word and Powerpoint.
Overview
7
7
years of professional experience
Work History
Administrative Support Assistant II
Alabama Ethics Commission
11.2023 - 04.2024
- Handled complaint intake when allegations are made against public official
- Typed letters in response to customers complaints
- Reviewed fines for violations, entered data, and filed documents
- Reviewed appeals from The Fair Campaign Practices Act and Secretary of State
- Organized and prepared meetings for appeals for the Commission Meetings
- Metered and mailed letters
- Utilized Excel for different assignments
- Ensured each Commissioner had what was needed for the meeting
- Assisted with the Declaration of Candidacy by preparing the Candidate certifications for Candidates running for different public official positions
- Answered incoming calls and transferred calls to the appropriate investigators and agencies.
Administrative Support Assistant I
Alabama Law Enforcement Agency
04.2022 - 11.2023
- Answers incoming calls and email request for assistance regarding driver license records and data
- Troubleshoot with ALEA personnel and probate offices to resolve issuance equipment problems
- Communicates with FMCSA and AAMVA representatives, ALEA personnel and other state agencies and vendors to provide assistance with driver license records and data
- Instructs ALEA examiners and other personnel in the proper procedure that will allow the issuance of requested services
- Types/enters driver license data into the computer system
- Update driver license files
- Resolve missing and broken CDLIS pointers, change state of record issues, and other problems preventing applicants from completing driver license renewals
- Stay in compliance with Federal and State laws and driver license standards.
Customer Service Representative
Teleperformance
09.2021 - 04.2022
- Handled and carefully responded to all customer inquiries with confidence, identifying their needs, and taking strategic action in a timely manner into solving their problem and assisting them as needed
- Provided excellent customer service through active listening on every interaction
- Troubleshot equipment to resolve customer issues through the use of desktop applications, worked with confidential customer information and treated it safely, and resolved issues on the first call by being proactive and demonstrating advanced customer service skills
- Performed data entry for shipments, orders, and customer information
- Managed client records
- Verified customers' eligibility with their healthcare providers
- Answered general questions
- Assisted customers with a warm and professional attitude
- Provided policy and service information
- Handled emails, inbound calls, and outbound calls
- Assisted customers with customer support questions.
Lead Escalation Agent
ASK Telemarketing
10.2019 - 09.2021
- Handled inbound and outbound calls professionally
- Handled escalated calls from customers with complaints.
- Responded to incoming calls from customers, took their orders, answered questions and inquiries, troubleshooted problems, provided information, and handled complaints regarding the organization's products or services
- Made outbound calls to set appointments and gather survey data
- Submitted forms, orders, and applications requested by customers
- Identified and escalated priority issues and reported to high-level management
- Routed inbound calls to the appropriate resources
- Followed up complicated customer calls where required.
Customer Service Agent
Sykes Enterprise Inc
04.2019 - 10.2019
- Assisted customers by answering questions, processing transactions, and resolving their issues
- Provided professional customer service, spoke on the telephone, used computers to research customers' complaints, documented the issues, and used logic problem-solving skills
- Empathized and was friendly with people, suggested solutions when a product malfunctioned, took payment information and other applicable information, and utilized computer technology to handle high call volumes
- Went above and beyond answering questions and solving problems to provide a great customer service experience in a suitable amount of time.
Team Member
Hyundai Motor Manufacturing Alabama
01.2019 - 04.2019
- Assembled high-quality Hyundai vehicles, followed written and oral instructions, provided excellent logic and reasoning skills, followed all HMMA policies and procedures, and maintained a healthy working environment.
Sales Associate
Spencer's Gifts and Spirit Halloween
06.2018 - 01.2019
- Maintained Guest Services as per Company Standard
- Supported the Store Management Team by generating sales, conducting housekeeping, merchandising, signing, assisting management with deposits, pricing, POS operations, and loss prevention in adherence to all Company policies and procedures.
Sales Associate
Charlotte Russe, Inc
06.2018 - 01.2019
- Supported a great customer experience by servicing every customer with the Charlotte Russe ICON experience
- Always acted in a respectful manner to customers, managers, and peers
- Covered key areas of the store including shoes, fitting room, and cash wrap ensuring that we never made the customer wait
- Complied with all Charlotte Russe policies and procedures
- Efficiently executed all store tasks within company guidelines as assigned by store management
- Assisted store management in completing floor sets, markdowns, promotions, deposits, and windows as requested
- Followed all cash register policies and procedures
- Practiced Loss Prevention awareness and drove reducing shrink through servicing the customer and supporting a culture of honesty
- Demonstrated knowledge of merchandise trends, current marketing campaigns, and in-store promotions
- Consistently executed marketing, promotional, and visual best practices
- Maintained neat and organized stock in both front of store and backrooms including straightening, hanging, sizing, and merchandising
- Participated in cleaning of the store, including vacuuming, dusting, and spot cleaning of windows, racks, and mirrors, etc
- Followed all store safety procedures.
Front Desk Office Assistant
Montgomery Auto Brokers
05.2017 - 06.2018
- Met and greeted customers in the dealership
- Answered and transferred incoming calls and took messages
- Provided basic information to customers who had general inquiries
- Assisted customers with the completion of financial applications for loan approvals and made copies if applicable
- Entered customer data/information into the computer system for processing and scheduled automobile pickups
- Filed daily paperwork and assignments
- Prepared sales and service tickets for the accounting department
- Calculated the customer's bill using the dealership's computer system
- Handled customer complaints with integrity and poise.
Cashier/Cook
Hungry Howies
11.2016 - 05.2018
- Provided professional customer service duties to include taking customer orders over the telephone, greeting customers in a courteous and friendly manner, assisting customers at the front counter with order processing and any complaints they may have, operating the cash register, and preparing pizza, wings, subs, salads, and other food
- Maintained a clean and safe working environment
- Followed all health and safety rules.
Education
Alabama State University
Montgomery, AL12.2018
Jefferson David High School
Montgomery, AL05.2017
Skills
- Typing (9 years)
- Communication skills
- Sales
- Customer service
- Cash handling
- Merchandising
- Front desk
- Help desk
- English
- Phone etiquette
- Cash register
Timeline
Administrative Support Assistant II
Alabama Ethics Commission
11.2023 - 04.2024
Administrative Support Assistant I
Alabama Law Enforcement Agency
04.2022 - 11.2023
Customer Service Representative
Teleperformance
09.2021 - 04.2022
Lead Escalation Agent
ASK Telemarketing
10.2019 - 09.2021
Customer Service Agent
Sykes Enterprise Inc
04.2019 - 10.2019
Team Member
Hyundai Motor Manufacturing Alabama
01.2019 - 04.2019
Sales Associate
Spencer's Gifts and Spirit Halloween
06.2018 - 01.2019
Sales Associate
Charlotte Russe, Inc
06.2018 - 01.2019
Front Desk Office Assistant
Montgomery Auto Brokers
05.2017 - 06.2018
Cashier/Cook
Hungry Howies
11.2016 - 05.2018
Alabama State University
Jefferson David High School