Autum Williams
Kissimmee,FL
Summary
Devoted Customer Service Representative with more than five years of experience. Ability to provide above-and-beyond customer service and increase revenue. I have a strong dedication to helping customers resolve issues and develop a positive image of the company. Not to mention, I'm a highly efficient individual with extensive team leadership experience, able to adapt well to new environments and learn new processes quickly to achieve outstanding results.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Product Support Specialist
People Ready Staffing
01.2024 - Current
- Enhanced customer satisfaction by providing timely and accurate product support.
- Resolved technical issues for clients through effective troubleshooting and problem-solving techniques.
- Improved the overall efficiency of the support team with streamlined processes and clear communication.
- Managed a high volume of support tickets, maintaining a consistent record of prompt resolution times.
- Provided remote support to global clients, adapting communication styles to suit various cultural preferences.
- Maintained up-to-date knowledge of industry trends and competitor offerings, enabling more effective client consultations when discussing product benefits.
- Delivered feedback on troubleshooting guides and contributed to continuous improvement of issue resolution and support processes.
- Analyzed and applied technical information from interviews with engineers, operators and suppliers.
- Troubleshot and tested client-reported product defects and liaised with quality assurance for deployment of fixes.
Branch Manager
People Ready Staffing
07.2022 - 01.2024
- Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
- Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
- Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Monitored market trends to identify new business opportunities and capitalize on potential growth areas within the community or region served.
- Optimized branch inventory management practices for improved product availability and reduced stock obsolescence costs.
- Created financial dashboards to provide insights into key performance indicators.
- Evaluated and negotiated contracts to procure favorable financial terms.
- Utilized financial software to prepare consolidated financial statements.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Submitted loan applications to underwriter for verification and recommendation.
- Maintained friendly and professional customer interactions.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Assessed employee performance and developed improvement plans.
- Engaged employees in business processes with positive motivational techniques.
Staffing Specialist
People Ready Staffing
08.2020 - 07.2022
- Enhanced candidate placement rates by implementing efficient recruitment strategies and thorough candidate screening processes.
- Conducted comprehensive interviews with candidates to assess their skills, qualifications, and fit for various positions within client companies.
- Increased overall efficiency through effective management of the applicant tracking system, ensuring accurate documentation and timely follow-up with candidates.
- Provided exceptional customer service to both clients and candidates, fostering long-term relationships built on trust and mutual satisfaction.
- Coordinated internal training programs for fellow staffing specialists to improve overall team performance and consistency in service delivery.
- Developed and facilitated new-hire orientations.
- Advertised job opportunities on social media platforms and job boards.
- Developed guidelines, questionnaires and processes for assessing, interviewing, and onboarding phases.
- Performed urinalysis testing to discourage illegal drugs use in company.
- Hired employees and initiated new hire paperwork process.
- Assisted with writing job postings and job descriptions for boards.
Case Worker Assistant
Shelby County Child Support Office
10.2019 - 08.2020
- Enhanced client well-being by conducting thorough assessments and identifying appropriate resources.
- Collaborated with multidisciplinary teams to develop comprehensive case plans for clients, improving overall outcomes.
- Built strong relationships with community organizations to increase resource availability for clients in need.
- Provided empathetic support for clients navigating difficult life transitions, promoting resilience and self-sufficiency.
- Played a key role in helping vulnerable families access essential services like healthcare, education, and financial assistance programs.
- Organized and participated in workshops and training sessions, enhancing the skills of both clients and colleagues alike.
- Contributed to ongoing program evaluation efforts by collecting data on client outcomes and satisfaction levels.
Education
No Degree - Medical Billing & Coding
University of Phoenix
Tempe, AZ06.2019
High School Diploma -
Houston High School
Germantown, TN05.2006
Skills
- Escalation management
- Application support
- Scripting Languages
- Records Review
- Incident Management
- Network Troubleshooting
- Remote Support
- Hardware troubleshooting
- Mobile Device Support
- Service Desk Operations
- Knowledge Base Maintenance
- Help Desk Support
- Customer Needs Assessment
- Customer Service
- Data Recovery
- Technical Troubleshooting
- Incoming Call Management
- Device Installation
- Organizational Skills
- Teamwork and Collaboration
- Highly Professional
- Problem-solving abilities
- Analytical Skills
- Customer service expert
- Human Resources Management
- Talent Acquisition
- Candidate Sourcing
- Employee Communications
- Collaborative team work
- Employment law knowledge
- Sourcing new candidates
- Employee Relations
- Staffing strategy
- Recruitment expertise
- Onboarding Processes
- Payroll Management
- Compliance
- Operations Management
Certification
Medical Billing & Coding
Certified Nursing Assistant
Timeline
Product Support Specialist
People Ready Staffing
01.2024 - Current
Branch Manager
People Ready Staffing
07.2022 - 01.2024
Staffing Specialist
People Ready Staffing
08.2020 - 07.2022
Case Worker Assistant
Shelby County Child Support Office
10.2019 - 08.2020
No Degree - Medical Billing & Coding
University of Phoenix
High School Diploma -
Houston High School