Andrea Williams
Piedmont,AL
Summary
Proficient in typing accurately and asking questions to verify data efficiently. Devoted to client satisfaction through detail-oriented account management and excellent phone skills
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Contact Representative
CCS
Piedmont, AL
12.2023 - Current
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Maintained up-to-date knowledge of company products and services.
- Answer phone calls daily to answer customer questions.
- Developed strong customer relationships to encourage repeat business.
- Updated databases with new and modified customer data.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Use Infinity to enter customer data into database.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Identified needs of customers promptly and efficiently.
General Manager
McDonald's
Piedmont, AL
06.2009 - 02.2021
- Coordinated training activities for employees to ensure compliance with company policies and procedures.
- Led employee evaluations with constructive feedback to boost performance.
- Supervised employees through planning, assignments, and direction.
- Monitored progress by establishing plans, budgets and measuring results.
- Implemented employee recognition programs to motivate staff members towards achieving organizational goals.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Provided guidance and support to subordinate managers in order to foster an atmosphere of cooperation throughout the organization.
- Trained employees on duties, policies and procedures.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Education
Massage Therapy Certificate - Massage Therapy
Gadsden State Community College
Gadsden, AL08-2012
Skills
- Multi-Line Phone Systems
- Data Entry
- Client Relations
- Customer Inquiries
- Scheduling
- Inbound and Outbound Calling
- Appointment Scheduling
- Customer Service
- Documentation
- Medical Terminology Knowledge
Accomplishments
- National Honor Society
- Gifted
- Mu Alpha Theta
Certification
- ServSafe Certified
Affiliations
- Volunteered with the West Anniston Foundation 2007-2009.
References
References available upon request.
Timeline
Customer Contact Representative
CCS
12.2023 - Current
General Manager
McDonald's
06.2009 - 02.2021
Massage Therapy Certificate - Massage Therapy
Gadsden State Community College