Apryl Williams
Houston,TX
Summary
Customer Service Representative with expertise in oral and written communication, active listening, and analytical problem-solving. Utilizes service-oriented behaviors and understands customer desires to deliver customized solutions and build loyalty.
Overview
17
17
years of professional experience
Work History
Collections Agent
USCB America(Remote)
355 S Grand Ave 32nd Fl, Los Angeles, CA 90071
11.2022 - 04.2024
- Built rapport with customers by demonstrating an understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained a high volume of calls and met the demands of a busy, productive group.
- Negotiated to collect the balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Answered customer questions regarding accounts.
- Maintained detailed records of all collection activities, ensuring compliance with legal requirements and company policies.
- Arrange for repayment or establish repayment schedules based on customers' financial situations.
- Utilized various collections tools, including skip tracing and credit bureau reports, to locate hard-to-reach debtors and increase recoveries.
- Reached out to approximately 100 account holders daily.
Collections Agent
Eastern Account Systems(Remote)
111 Park Ridge Rd Brookfield, CT 06804
08.2022 - 01.2024
- Located and notified customers of delinquent accounts by telephone, mail, and in-person visits to solicit payment.
- Negotiated to collect the balance in full.
- Maintained appropriate customer service etiquette to reduce tension and facilitate a beneficial outcome for all parties.
- Negotiated better monthly debt payments for clients.
- Set up payment plans for clients, helping individuals get back on track and restore credit ratings.
- Delivered high-quality customer service, support, and engagement to clientele.
Customer Service Representative
Percepta (Ford Motor Company)(Remote)
5959 Corporate Dr. Houston, 77036, TX
08.2019 - 08.2022
- Assisted customers with their vehicle inquiries and warranty concerns.
- Required to make outbound calls to dealerships on behalf of customers for status updates on their vehicles and warranty concerns.
- Broke down and evaluated user problems using test scripts, personal expertise, and probing questions.
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over the phone and in person.
- Monitored system performance to identify potential issues.
- Configured and tested new software and hardware.
Customer Representative/Inventory Management/Cashier
Walmart
111 Yale St. Houston, TX 77007
10.2015 - 10.2020
- Collaborated with the backroom and receiving team, working night shifts to support inventory fulfillment goals.
- Efficiently rotated stock to avoid outdated products, and relocated aging items from the primary shelves to create special promotional displays.
- Maintained inventory and ordered new supplies to meet expected needs.
- Blocked and faced products on displays and shelves, by company policy.
- Greeted customers and directed them to requested products.
- Maintained effective team member communication.
- Performed inventory control through tasks like counting and stocking merchandise
- Operated manual and electric pallet jacks, safely relocating heavy merchandise on the sales floor for timely stocking.
- Selected by general and warehouse managers to tackle special projects, expediting stock implementation during shortages.
- Helped customers locate desired items and transfer oversized items to vehicles.
- Removed debris and packaging from boxes, and separated them for recycling or disposal.
- Placed products in correct storage locations to keep stock areas organized and inventory counts accurate.
- Evaluated incoming shipments for quality issues and processed unacceptable materials for return.
- Answered customer questions and provided detailed product information.
- Maintained stockroom records and generated reports for management.
Vendor
Quick Turn Merchandising(Seasonal)
8803 Levy County Line Rd. Mansfield, TX 76063
01.2015 - 05.2015
- Conducted and supervised inventory management including counting, merchandising, and stocking.
- Helped customers locate desired items and transfer oversized items to vehicles.
- Welcomed and guided customers to desired products.
- Ensured stock rotation to prevent product expiry and created special promotional displays by removing aging items from the main shelving.
- Operated manual and electric pallet jacks to relocate heavy merchandise on the sales floor promptly for stocking purposes.
- Evaluated incoming shipments for quality issues and processed unacceptable materials for return.
- Answered customer questions and provided detailed product information.
- Placed products in correct storage locations to keep stock areas organized and inventory counts accurate.
- Maintained effective team member communication.
- Monitored inventory levels in stockrooms and alerted management to any discrepancies.
- Alternated goods in inventory by observing first-in, first-out approach to keep shelves organized and properly stocked.
Customer Service Cashier
Harbor Freight Tools
10911 Northwest Fwy, Houston, Tx 77092
09.2014 - 01.2015
- Answered customer questions about store products, creating a welcoming and appreciated experience.
- Arranged and replenished service desk displays and merchandise racks to maintain the store's appearance.
- Answered product questions using knowledge of sales and store promotions.
- Minimized potential loss by securing cash and maintaining situational awareness.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Utilized POS system to handle customer cash and credit card transactions.
- Performed cash counting procedures at the start and end of every shift.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Redeemed coupons to discount purchases.
- Met customer service goals and exceeded customer expectations.
- Processed customer orders and accurately handled payment transactions.
- Utilized various software applications to process customer orders.
- Developed and managed relationships with customers to increase customer loyalty.
Vendor
Quick Turn Merchandising (Seasonal)
8803 Levy County Line Rd, Mansfield TX 76063
01.2014 - 05.2014
- Performed inventory control, such as counting and stocking merchandise.
- Helped customers locate desired items and transfer oversized items to vehicles.
- Greeted customers and directed them to requested products.
- Rotated stock correctly to prevent out-of-date products, and removed aging items from main shelving to build special promotional displays.
- Consistently lifted materials weighing as much as 10-50 pounds.
- Operated manual and electric pallet jacks, safely relocating heavy merchandise on the sales floor for timely stocking.
- Evaluated incoming shipments for quality issues and processed unacceptable materials for return.
- Answered customer questions and provided detailed product information.
- Placed products in correct storage locations to keep stock areas organized and inventory counts accurate.
- Maintained effective team member communication.
- Alternated goods in inventory by observing first-in, first-out approach to keep shelves organized and properly stocked.
Food Service Worker/Cashier
Bull-ritos (Seasonal)
1695 S Voss Rd, Houston, Tx 77057
01.2014 - 05.2014
- Replenished condiments, beverages, and supplies while maintaining the cleanliness of service areas.
- Strictly followed sanitation and food safety guidelines, as required by regulatory agencies and the company.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Learned other teammates' work tasks to train as backup.
- Worked a flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked closely with the shift manager to solve problems and handle customer concerns.
- Kept cash wrap stocked, products faced, and shelving free of misplaced items or trash.
- Operated cash register to record transactions accurately and efficiently.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Processed refunds and exchanges in accordance with company policy.
- Conducted inventory counts by adding each item in stock and documenting in the computer system.
Shift Leader/Cashier
Blockbusters Video Store
5836 North Main St. Houston, TX 77009
03.2007 - 01.2014
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Addressed customer needs and made product recommendations to increase sales.
- Worked closely with the shift manager to solve problems and handle customer concerns.
- Restocked and organized merchandise in front lanes.
- Helped customers complete purchases, locate items, and join reward programs.
- Answered questions about store policies and addressed customer concerns.
- Counted money in cash drawers at the beginning and end of shifts to maintain accuracy.
- Assisted customers with returns, refunds, and resolving transaction issues.
- Upsold additional products and services to customers, increasing revenue.
- Tallied cash drawer at the beginning and end of each work shift.
- Stocked, tagged, and displayed merchandise as required.
- Built relationships with customers to encourage repeat business.
- Maintained inventory of cash wrap and properly faced products while ensuring clean shelving without any displaced items.
Education
High School Diploma -
Barbara Jordan High School
Houston, TX08.2001
Some College (No Degree) - Accounting
University of Houston Main Campus
Houston, TXSkills
- Payment Arrangement
- Collections Processing
- Account Management
- Debt Negotiation
- Delinquent Account Management
- Credit and Collections
- System Maintenance
- Sales
- Data Entry
- Microsoft Office Suite
- Clerical Support
- Live Chat Support
- Client Service
- Conflict Resolution
- Inventory Control
- Call Center Operations
- Telemarketing expertise
- CRM Software
- Email and Telephone Etiquette
- Script Reading
- Scripted calls
- Upselling and Cross-selling
- Active Listening
- 50 Wpm
- Retail
- Public Relations
- TTEC
- Marketing
- Merchandising
- ID Verification
- POS Systems
Timeline
Collections Agent
USCB America(Remote)
11.2022 - 04.2024
Collections Agent
Eastern Account Systems(Remote)
08.2022 - 01.2024
Customer Service Representative
Percepta (Ford Motor Company)(Remote)
08.2019 - 08.2022
Customer Representative/Inventory Management/Cashier
Walmart
10.2015 - 10.2020
Vendor
Quick Turn Merchandising(Seasonal)
01.2015 - 05.2015
Customer Service Cashier
Harbor Freight Tools
09.2014 - 01.2015
Vendor
Quick Turn Merchandising (Seasonal)
01.2014 - 05.2014
Food Service Worker/Cashier
Bull-ritos (Seasonal)
01.2014 - 05.2014
Shift Leader/Cashier
Blockbusters Video Store
03.2007 - 01.2014
High School Diploma -
Barbara Jordan High School
Some College (No Degree) - Accounting
University of Houston Main Campus
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