ALEXIS WILLIAMS
Raleigh,NC
Summary
Customer-focused Senior Customer Care Specialist known for high productivity and efficient task completion. Specialize in conflict resolution, customer communication strategies, and CRM software proficiency. Excel in active listening, empathy, and problem-solving to enhance customer satisfaction and loyalty. Committed to leveraging these soft skills to contribute positively to team success and exceed customer service standards.
Overview
6
6
years of professional experience
Work History
Senior Customer Care Specialist
Duke Energy
06.2024 - Current
- Deliver exceptional White Glove Service, ensuring a seamless and personalized customer experience for All clients.
- Provide expert support in handling complex billing inquiries, disputes, and escalations, ensuring timely and accurate resolutions.
- Navigate difficult customer situations with professionalism and empathy, using problem-solving skills to find the best solutions.
- Managed multiple company projects, upholding high standards to elevate customer satisfaction and improve service efficiency.
- Collaborated with internal teams to streamline processes and identify service improvements, fostering a more customer-centric approach.
- Maintain up-to-date knowledge of products, policies, and systems to deliver accurate information and proactive support.
- Utilized CRM tools to track customer interactions and analyze trends, ensuring effective follow-up for lasting resolutions.
Customer Service Representative
Duke Energy
09.2023 - Current
- Provide high quality customer interaction by handling customer’s needs with integrity and empathy in one transaction.
- Use professional judgment and escalate customer issues/concerns to management when appropriate.
- Enhanced sales of products and services through effective customer engagement and tailored recommendations.
- Building genuine connections with customers, while being a great ambassador for the Duke Energy brand.
- Provided excellent customer support by addressing inquiries about energy services, billing, and account management with professionalism and efficiency.
- Assisted customers with service requests, including starting, transferring, and discontinuing utility services.
- Resolved complex issues regarding power outages and service disruptions, achieving high levels of customer satisfaction.
- Explained company policies and procedures regarding energy efficiency programs, payment plans, and energy usage guidelines.
- Processed payments and adjustments to customer accounts using internal systems with precision and attention to detail.
- Collaborated with internal teams to escalate and resolve technical problems and customer complaints efficiently.
- Maintained up-to-date knowledge of Duke Energy products, services, and policies to deliver accurate and relevant information to customers.
- Educated customers on energy-saving tips and tools to reduce consumption and manage costs effectively.
Customer Service Representative
Wells Fargo
10.2021 - 06.2023
- Handled high volumes of inbound calls courteously and accurately, assessing customer needs to provide tailored solutions and recommend relevant products.
- Delivered one-contact resolution by identifying and assessing customer needs, communicating effectively with customers to mitigate issues and resolve the problem at hand.
- Resolved account issues requiring immediate attention, personally managing all requests and concerns to ensure complete customer satisfaction.
- Built positive relationships across organizational channels to support quality assurance practices and expedite resolution of customer issues related to auto loan servicing.
- Navigated several computer applications to research information and identify answers for customers, addressing general and specific inquiries while providing clear and concise information; updated customer accounts with up-to-date information for future use.
Customer Service Representative / Quality Assurance
Conduent
04.2020 - 10.2021
- Prioritized and coordinated daily workload in a high-volume, deadline-driven environment while exceeding key performance indicators related to average handle time (AHT), accuracy, quality, and volume, serving as the friendly voice of Apple.
- Recognized by management and promoted within the Customer Service Department due to ability to work without oversight, serve as a team leader, and consistently exceed established metrics.
- Engaged end-users with email, username/password, or billing issues, guiding them through problem-solving by asking targeted questions to identify effective solutions.
- Troubleshot and supported remote end-users with hardware questions and issues, ensuring compliance with service level agreements.
- Explained technical aspects in non-technical terms to increase customer knowledge and improve the end-user experience.
- Review contracts to identify invoice and service level agreement requirements.
- Quality review and audit supporting documentation against invoices issued and SLA results reported to SLA WEB to ensure accuracy of both.
- Scheduled and facilitated meetings with contract owners and management to gather materials for audits, review missing data, and communicate audit findings.
- Assist with the development and refinement of procedures, trackers, task lists, standard operating procedures, etc.
- Executed additional tasks based on operational needs.
Customer Service Representative
Camping World
Greenville, USA
12.2019 - 04.2020
- Balanced customer service and time management to achieve goals and enhance customer service operations while working accurately and efficiently in a fast-paced, high-pressure environment.
- Demonstrated strong verbal and written communication skills and professionalism, effectively handling stressful situations and adapting quickly to customer needs.
- Prioritized customer needs and recommended appropriate products to build quality relationships and increase customer satisfaction.
- Utilized company resources to search for solutions and make quality decisions, identifying and addressing customer issues promptly.
- Drove sales goals by maintaining up-to-date knowledge of product features, benefits and availability, and current promotions.
Education
EKG Cardiovascular Technician Certificate -
Wake Tech
Raleigh, NC01-2025
Sterile Processing Technician Certificate -
Wake Tech
Raleigh, NC01-2023
High School Diploma -
Clayton High School
Clayton, NC01-2017
Skills
- CRM Software
- EHR/EMR Systems
- Data Entry & Analysis
- Quality Assurance
- Process Improvement
- Process Optimization
- Account Management
- Customer Education
- Service coordination
- Microsoft Office Suite (Word, Excel, Outlook)
- Google Workspace
- Troubleshooting
- Complex problem-solving
- Issue Resolution
- Trend Identification
- Task Management
- Team Leadership
- Interpersonal Communication
- Conflict Resolution
- Effective communication
- Verbal communication
- Adaptable & Flexible
- Change adaptability
- CRM utilization
- Expert problem-solving
- Inventory Management
- Service coordination
- Effective communication
- Verbal communication
Timeline
Senior Customer Care Specialist
Duke Energy
06.2024 - Current
Customer Service Representative
Duke Energy
09.2023 - Current
Customer Service Representative
Wells Fargo
10.2021 - 06.2023
Customer Service Representative / Quality Assurance
Conduent
04.2020 - 10.2021
Customer Service Representative
Camping World
12.2019 - 04.2020
EKG Cardiovascular Technician Certificate -
Wake Tech
Sterile Processing Technician Certificate -
Wake Tech
High School Diploma -
Clayton High School