Andrea Williams
Raleigh,NC
Summary
Personable and dedicated Customer Service Representative with extensive experience in Customer Service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
12
12
years of professional experience
Work History
Senior Customer Care Representative
Metlife
Cary, NC
11.2022 - Current
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Participated in daily huddles with team members in order to discuss common goals and objectives.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Improved product knowledge on continuous basis to provide optimal service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Offered resolutions to de-escalate calls and solve customer issues.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Understood and followed oral and written directions.
- Recognized by management for providing exceptional customer service.
- Collaborated with others to discuss new opportunities.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
- Provided feedback on employee performance based on observed results during training sessions.
- Provided constructive feedback and positive reinforcement to keep trainees motivated.
- Trained newly hired top talent to fill key positions and maximize productivity.
- Documented all training activities including attendance records, feedback forms, surveys.
- Provided coaching for agents.
- Answered 50-80 calls per shift to assist with customer questions and concerns.
Finance Manager
EchoPark Automotive
Cary, NC
04.2022 - 11.2022
- Approved and qualified applications for financing, closed sales contracts and cross-sold insurance products while complying with state laws.
- Managed relationships with tax authorities, bankers and auditors.
- Created financial management mechanisms to minimize financial risk to business.
- Maintained accounts payable and receivable records ensuring timely payments are made.
- Accepted payment on accounts.
- Processed incoming and outgoing mail related to loan documents.
- Assembled and compiled documents for loan closings.
- Checked applicant credit, personal references and employment histories.
- Interviewed loan applicants to obtain personal and financial data and assist in completing applications.
Sales Consultant
CarMax
Raleigh, NC
07.2019 - 01.2022
- Developed targeted lists and new business opportunities, accelerating sales process to achieve results.
- Performed cold calls to prospective customers to introduce company offerings.
- Fostered relationships with customers to expand customer base and retain business.
- Developed and maintained relationships with clients to increase sales revenue.
- Demonstrated product features to align with customer needs.
- Monitored customer order process and addressed customer issues.
- Provided detailed product information to customers, including features, prices, and availability.
- Monitored competitor activity and pricing strategies to adjust accordingly.
- Worked with fellow sales team members to achieve group targets.
- Demonstrated products in effort to show potential buyers benefits and advantages and encourage purchases.
- Placed special orders or called other stores to find desired items.
- Increased revenue by skillfully upselling and closing customer sales and driving product benefits around client needs.
- Followed-up with clients after purchase to assess quality service and customer satisfaction.
- Ensured customer satisfaction by providing follow-up support after purchases.
- Drove substantial sales through suggestive selling and by promoting add-on purchases.
Customer Care Representative
Duke Energy
Raleigh, NC
06.2017 - 07.2019
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Conducted regular performance reviews of team members.
- Tracked daily sales performance against established targets.
- Prepared and sold broad range of customized merchandise to individuals and commercial accounts.
- Managed day-to-day operations within the call center environment.
- Resolved escalated customer inquiries in a timely manner.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Managed customer concerns with calm demeanor and knowledgeable service.
- Maintained up-to-date knowledge of products, services, policies, and procedures.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
Technical Support Representative
Conduent
Raleigh, NC
04.2014 - 04.2017
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Provided training and guidance to junior staff members as needed.
Assistant Manager
Acceptance Now
Raleigh, NC
11.2011 - 04.2014
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Produced thorough, accurate and timely reports of project activities.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Maintained up-to-date knowledge of company products and services.
- Supervised daily operations including scheduling shifts, assigning duties.
- Resolved conflicts between team members in an effective manner.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Education
High School Diploma -
Darlene Academy Of Leading And Learning
Raleigh NC06-2008
Some College (No Degree) - Public Services
Wake Technical Community College
Raleigh, NCSkills
- Coaching and Mentoring
- Meeting Facilitation
- Email Etiquette
- Reporting and Documentation
- Strong Leadership
- Data Entry
- Team Motivation
- Customer Service
- Conflict Mediation
- Documentation and Reporting
- Problem Resolution
- Senior Leadership Support
Accomplishments
- Job Coach in current position with opportunity to be a subject matter expert assisting business instructors with training classes
- Won Employee of the Month in October 2023
Timeline
Senior Customer Care Representative
Metlife
11.2022 - Current
Finance Manager
EchoPark Automotive
04.2022 - 11.2022
Sales Consultant
CarMax
07.2019 - 01.2022
Customer Care Representative
Duke Energy
06.2017 - 07.2019
Technical Support Representative
Conduent
04.2014 - 04.2017
Assistant Manager
Acceptance Now
11.2011 - 04.2014
High School Diploma -
Darlene Academy Of Leading And Learning
Some College (No Degree) - Public Services
Wake Technical Community College