Aniyah Williams
Jacksonville,FL
Summary
I am dedicated to anything I do, I provide exceptional customer service through active listening and problem solving, to make a positive impact in a position that is challenging while also properly utilizing my ability to multitask and manage time. I am a motivated customer service specialist with over six years of experience in a fast-paced, team-based environment.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Fraud Specialist
Citibank
06.2022 - Current
- Assist with evaluating and resolving service inquiries from clients across different platforms, effectively use various computer systems to complete assigned tasks and address account inquiries, manage client inquiries, ensuring proper investigation and timely resolution that is compliant with departmental standards, inform customer about problems (system failures, market issues, account block) and provide regular resolution updates, address external customer dispute issues and provide ongoing customer service support for disputes including incoming calls and back-end processing as well as fraud dispute processing, security close accounts with fraud, issue new cards, tracking and monitoring illegal transactions on customers' financial accounts without the authorization of the account owner, report any suspicious account movements and unusual transactions that may be risky to the financial institution and customers
Dental Assistant
Orsborn Orthodontics
01.2020 - 04.2023
- Maintaining accurate records of patient's oral health histories and treatment progress, ensuring that all orthodontic instruments and equipment are properly sterilized before each use, keeping patient's mouths dry during orthodontic procedures by using a suction hose as needed, taking dental molds of patients teeth for the fabrication of customized mouthguards and retainers, removing and replacing wires, coil springs, donuts, and elastic bands, educating patients on proper oral hygiene practices and braces aftercare, taking intraoral X-rays of patient's mouths
Customer Service
Fanatics
08.2017 - 01.2020
- Answered an average of 3 chats in a timely mattered; analyzed call volume and average call time to monitor Customer Service Representative; performance and productivity; answered an average of 80 calls per day by addressing customer inquiries solving providing new product information; recommended selected and helped locate and obtain out-of-stock product based on customer requests; answered product question with up-to-date knowledge of sales and store promotions; provided an elevated customer experience to generate a loyal clientele; directed calls to appropriate individuals and departments; built long term customer relationships and advised customers on purchases and promotions
Technical Support
GC Service
10.2014 - 08.2017
- Effectively manage a high-volume of inbound and outbound customer calls; addressed and resolved customer product complaints empathetically and professionally; gathered and verified all required customer information for tracking purposes; refused volatile customer situations calmly and courteously; accurately documented, researched and solved customer service issues; resolved service, pricing and technical problems for customers by asking clear and specific questions; analyzed call volume and average call time to monitor Customer Service Representative; performance and productivity
Customer Service Manager
Winn Dixie
08.2013 - 09.2014
- Greeted customers promptly; received customer payments; monitored areas for security issues and safety hazards; processed customer returns; trained new cashiers on procedures, customer service and sales techniques; assisted on sales floor as needed to maintain service standards; monitor money safe; balance cash drawer by counting cash at beginning and end of work shift; assist customers in electronic bill pay; itemizes and totals purchase by recording prices, departments, taxable and nontaxable items
Education
Dental Assistant Diploma -
Fortis College
Orange Park, FL02.2021
Skills
- Four-Handed Dentistry
- Patient Management
- Business Office Functions
- Microsoft Word
- Microsoft Excel
- Dentrix
Certification
- Merchant Mariner Basic Training
- Elementary First Aid and CPR
- Personal Safety & Social Responsibilities
- Personal Survival Techniques
- Basic Firefighting
- Vessel Personnel with Designated Security Duties
Timeline
Fraud Specialist
Citibank
06.2022 - Current
Dental Assistant
Orsborn Orthodontics
01.2020 - 04.2023
Customer Service
Fanatics
08.2017 - 01.2020
Technical Support
GC Service
10.2014 - 08.2017
Customer Service Manager
Winn Dixie
08.2013 - 09.2014
Dental Assistant Diploma -
Fortis College