ALICIA WILLIAMS
Nashville,TN
Summary
Dependable and adaptable professional with a diverse background in customer service, technical support, and team leadership. Skilled in resolving complex issues, delivering exceptional customer experiences, and collaborating across diverse environments. Proven ability to manage high-pressure situations with attention to detail and effective communication. Seeking to contribute my expertise to a dynamic team.
Overview
6
6
years of professional experience
Work History
Customer Experience Advisor
Warby Parker
02.2024 - Current
- Delivered personalized assistance to customers across phone, email, and chat platforms, ensuring a seamless experience
- Resolved 50+ inquiries daily regarding orders, returns, and product customization, maintaining a 98% satisfaction rate
- Collaborated with internal teams to streamline processes, reducing resolution times by 15%
- Demonstrated product knowledge to assist customers in selecting eyewear suited to their needs and style
Server
TGI Fridays
09.2021 - 01.2023
- Provided exceptional table service to over 50 guests daily, ensuring customer satisfaction and repeat visits
- Trained new team members, increasing shift efficiency by 10%
- Managed payment transactions with 100% accuracy
- Maintained knowledge of menu items to make recommendations and answer questions effectively
User Support Specialist
Rain
11.2021 - 07.2022
- Reduced ticket resolution time by 20% by streamlining support processes and enhancing user guides
- Diagnosed and resolved 50+ technical issues weekly with a 95% satisfaction rate
- Maintained detailed logs of support activities, improving team productivity
- Assisted in implementing new technologies and trained users on their functionalities
Picker
Amazon
08.2021 - 11.2021
- Accurately fulfilled high-volume orders using RF scanners and inventory management systems
- Improved pick-and-pack efficiency by memorizing high-demand SKU locations
- Maintained safety and accuracy standards while processing shipments
Customer Service Representative
AIG
03.2021 - 08.2021
- Resolved customer inquiries and processed service requests with 98% accuracy
- Improved client satisfaction by 15% through clear communication and proactive problem-solving
- Documented customer feedback to help improve policy options and service offerings
Customer Service Specialist
Postmates
01.2019 - 07.2020
- Resolved customer complaints, contributing to a 20% improvement in client retention
- Provided real-time updates and solutions via phone, email, and social media
- Collaborated with the team to develop FAQs and self-service tools for clients
Education
Bachelor of Arts - English Literature
University of Tennessee at Chattanooga
11.2016
High School Diploma -
Hillwood High School
05.2014
Skills
- Conflict resolution
- Relationship building
- Verbal and written communication
- Troubleshooting hardware/software
- Technical documentation
- Point of Sale (POS) systems
- MS Word and data analysis
- Leadership and teamwork
- Analytical thinking
- Time management
- Attention to detail
Timeline
Customer Experience Advisor
Warby Parker
02.2024 - Current
User Support Specialist
Rain
11.2021 - 07.2022
Server
TGI Fridays
09.2021 - 01.2023
Picker
Amazon
08.2021 - 11.2021
Customer Service Representative
AIG
03.2021 - 08.2021
Customer Service Specialist
Postmates
01.2019 - 07.2020
High School Diploma -
Hillwood High School
Bachelor of Arts - English Literature
University of Tennessee at Chattanooga