Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kia Williams

Duluth,GA

Summary

Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

10
10
years of professional experience

Work History

Logistics Specialist

Amazon
Duluth, GA
09.2019 - Current
  • Planned and prioritized day-to-day shipments and billing in collaboration with warehouse and sales team.
  • Monitored and organized logistics documents, bills of lading, delivery receipts, packing lists and load tags.
  • Managed inbound and outbound delivery schedules for optimal flow of goods.
  • Communicated with customers and management to report delays, emergencies, weather challenges and carrier schedule changes.
  • Worked with team members to improve process integration and flow.
  • Improved lines of communication between company and customers.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

Call Center Representative

Asbury Automotive Group
Duluth, GA
05.2018 - 09.2019
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Supported sales team members to drive growth and development.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.
  • Strengthened customer retention by offering discount options.

Customer Service Representative

VXI Global Solutions - Canton
Canton, GA
07.2014 - 05.2016
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Improved customer service wait times to mitigate complaints.
  • Mentored new employees on procedures and policies to maximize team performance.

Education

Medical Assistant - Medical Assisting

Concorde Career Institute
Orlando, FL
07-2021

Skills

  • Updating logs
  • Order Preparation
  • Documentation skills
  • Resolving Problems
  • Complaint resolution
  • Appointment Scheduling
  • Call Management
  • Report Generation
  • Scheduling
  • Paperwork Processing
  • Microsoft PowerPoint
  • Computer Proficiency
  • Professional telephone demeanor

Timeline

Logistics Specialist

Amazon
09.2019 - Current

Call Center Representative

Asbury Automotive Group
05.2018 - 09.2019

Customer Service Representative

VXI Global Solutions - Canton
07.2014 - 05.2016

Medical Assistant - Medical Assisting

Concorde Career Institute

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Kia Williams