Angela Williams
San Antonio,TX
Summary
Dedicated Customer Service Specialist with over a decade of experience in fast-paced environments. Successfully resolved 95% of customer inquiries on the first call, enhancing overall satisfaction. Strong communication and problem-solving skills complement a commitment to quality service delivery and effective customer relations.
Overview
16
16
years of professional experience
Work History
Customer Relations/Quality Assurance Specialist
Ambassador Facility Services
San Antonio, TX
04.2016 - 03.2025
- Managed inbound and outbound calls to resolve complaints, ensuring customer satisfaction.
- Resolved customer support issues and ensured all complaints were addressed promptly.
- Reviewed complaints and implemented actionable solutions, enhancing customer experience.
- Provided information by addressing inquiries and solving problems effectively.
- Developed and maintained strong service relations with contractors through proactive outreach, supporting sales and future job opportunities.
- Cultivated client loyalty through personal interactions, maintaining strong relationships.
- Collaborated with team members to identify areas for process improvement.
- Trained staff on quality assurance procedures and best practices.
- Developed and implemented quality assurance protocols for cleaning processes.
- Conducted routine inspections of facilities to ensure compliance with quality standards.
- Facilitated communication between management and staff regarding quality issues.
- Monitored inventory of cleaning supplies to maintain operational efficiency.
- Coordinated client meetings, ensuring staff readiness for daily operations.
- Leveraged system knowledge to find optimal solutions for clients' financial well-being.
Inbound Customer Service
Xerox Company (ACS)
San Antonio
06.2012 - 02.2015
- Managed an average of 100-150 inbound customer calls daily, consistently meeting and exceeding departmental goals for efficiency and response time.
- Resolved 95% of customer inquiries on the first call, enhancing overall customer satisfaction and reducing call back rate.
- Investigated and resolved customer inquiries and complaints in a timely and empathic manner.
- Utilized exceptional listening skills to identify call issues and address inquiries professionally and accurately.
- Resolved product and service challenges by researching customer complaints and following up for satisfactory resolutions, enhancing customer trust.
- Calmly defused volatile customer situations to restore service quality.
- Addressed customer concerns with empathy, resolving issues quickly to ensure a superior customer experience.
- Accountable for consistently maintaining an exemplary customer service record and meeting all company goals and expectations.
- Maintained quality control standards, seeking new ways to improve customer service.
Data Entry Clerk (Rater)
Coastal Transport Co Inc
San Antonio, TX
11.2008 - 05.2010
- Demonstrated proficiency in data entry and record keeping, meeting tight deadlines.
- Developed and maintained a high level of accuracy in data entry.
- Transferred data from paper formats into computer files or database systems, ensuring accurate and efficient data management.
- Verify data by comparing it to source documents.
- Updated existing data entries in the database to maintain accuracy.
- Created spreadsheets with large numbers of figures without, mistakes.
- Retrieved data from the database or electronic files.
- Perform regular backups to ensure data preservation.
- Produced monthly reports using Excel functions to support data analysis and decision-making.
- Provided training and support to new team members, contributing to a 98% reduction in onboarding time and ensuring consistent adherence to data entry protocols.
- Gained basic understanding of database management systems for effective data handling.
- Data entry must be performed in a timely manner and accuracy is a must.
Education
High School Diploma -
Providence High School
San Antonio, TXSkills
- Quality assurance
- Customer Advocacy
- Data accuracy
- Microsoft Office
- Problem-Solving
- Team collaboration
- Communication
- Adaptability
Timeline
Customer Relations/Quality Assurance Specialist
Ambassador Facility Services
04.2016 - 03.2025
Inbound Customer Service
Xerox Company (ACS)
06.2012 - 02.2015
Data Entry Clerk (Rater)
Coastal Transport Co Inc
11.2008 - 05.2010
High School Diploma -
Providence High School