AMARISSE N. WILLIAMS
Richmond
Summary
Proficient customer service specialist with a successful tenure at C&B Management Group LLP, adept in conflict resolution and CRM applications. Enhanced customer satisfaction levels through clear communication and team leadership. Recognized and pursued sales opportunities, leading to improved client retention. Passionate about delivering exceptional service and driving operational efficiency.
Overview
6
6
years of professional experience
Work History
Customer Service Representative Agent
C&B Management Group LLP-Insurance
Remote
02.2023 - Current
- Provided first-line support for customer inquiries, prioritizing quality and efficiency.
- Managed high call volume, reducing wait times and enhancing customer satisfaction.
- Collaborated with sales and management teams to resolve issues and assess customer needs.
- Utilized CRM tools to accurately track and document customer interactions.
- Identified sales opportunities through cross-selling initiatives while providing excellent customer service.
- Attended training sessions for new products and services or process changes as required.
- Adhered strictly to established guidelines concerning call length, response time and quality standards.
Assistant Service Manager
BSG Communications
Richmond
05.2021 - 07.2023
- Implemented customer satisfaction strategies that improved service response times and reduced complaints.
- Managed inventory and department workflows to support service efficiency.
- Analyzed feedback from customer surveys to guide service enhancements.
- Developed and monitored departmental performance metrics and reports.
- Led team meetings and trained staff on customer service best practices and escalation protocols.
- Developed procedures for documenting customer complaints, tracking resolution efforts, and providing follow-up communication.
- Developed new processes to improve efficiency and effectiveness of services offered by the organization.
Customer Service Associate
H-E-B
Richmond
01.2019 - 02.2023
- Delivered high-quality service by addressing customer questions, concerns, and complaints in a professional manner.
- Acted as a liaison between customers and store departments to ensure a seamless shopping experience.
- Supported hiring and training of new team members; supervised daily tasks of up to 15 employees.
- Maintained merchandising standards and monitored inventory levels.
- Handled cash management including register balancing and till deposits.
Education
High School Diploma -
Foster High School
Richmond, TX05-2018
Skills
- Customer Relationship Management (CRM) Systems
- Inbound & Outbound Call Handling
- Conflict Resolution & De-escalation
- Multitasking & Prioritization in High-Pressure Environments
- Data Entry & Documentation Accuracy
- Staff Supervision & Team Leadership
- Sales Support & Client Retention
- Strong Verbal & Written Communication
- Quality assurance
- Training and development
- Call center experience
- Live chat support
- Dispute resolution
- Payment processing
- Email management
Timeline
Customer Service Representative Agent
C&B Management Group LLP-Insurance
02.2023 - Current
Assistant Service Manager
BSG Communications
05.2021 - 07.2023
Customer Service Associate
H-E-B
01.2019 - 02.2023
High School Diploma -
Foster High School
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