Ayla Williams
Austin,TX
Summary
Detail-oriented and driven customer service representative with expertise in problem solving and managing daily office functions. Administrative professional offering excellent communication and computer skills. Meets deadlines and works with a high level of multicultural awareness and adaptability. Call Center Representative with expertise providing customer support in high call volume environments. Exceptional computer aptitude and telephone etiquette. Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Administrative Assistant
Ecological Pest Control
Austin, TX
01.2015 - 07.2024
- Effectively managed a high-volume of inbound and outbound customer calls
- Recipient of multiple positive reviews acknowledging dedication to excellent customer service
- Provided an elevated customer experience to generate a loyal clientele
- Managed office supplies, vendors, organization and upkeep
- Answered and managed incoming and outgoing calls while recording accurate messages.
Tier 2 Customer Service Representative
Concentrix
Austin, TX
04.2013 - 01.2015
- Effectively managed a high-volume of inbound and outbound customer calls
- Addressed and resolved customer product complaints empathetically and professionally
- Accurately documented, researched and resolved customer service issues
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Data Entry/Dispatcher
Satellite Country
Austin, TX
09.2011 - 04.2013
- Accurately documented, researched and resolved customer service issues
- Defused volatile customer situations calmly and courteously
- Identified chronic customer issues by creating and maintaining customer complaint log
- Resolved service, pricing and technical problems for customers by asking clear and specific questions.
Intent Analyst
Interactions LLC
Austin, TX
03.2009 - 09.2011
- Effectively managed a high-volume of inbound and outbound customer calls
- Managed high call volume with tact and professionalism
- Acted professionally and patiently when addressing negative customer feedback
- Met or exceeded service and quality standards every review period.
Education
In Progress - General Studies
Austin Community College
Austin, TX01.2019
High School Diploma -
Austin High School
Austin, TX01.2008
Skills
- 85 WPM (6 years)
- Multi-line (4 years)
- Multi-line phone (4 years)
- Quality assurance (6 years)
- TYPING (10 years)
- Customer Care
- CSR
- Customer Service
- Call Center
- Clerical Experience
- Phone Etiquette
- Outbound calling
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
- Quick learner
- Critical thinking
- Multi-line phone talent
- Attention to detail
- Exceptional communication skills
- Quality assurance
- Types 85 WPM
- Excellent planner and coordinator
- MS Windows proficient
- Appointment setting
Certification
Driver's License
Personal Information
Title: Administrative Assistant
Timeline
Administrative Assistant
Ecological Pest Control
01.2015 - 07.2024
Tier 2 Customer Service Representative
Concentrix
04.2013 - 01.2015
Data Entry/Dispatcher
Satellite Country
09.2011 - 04.2013
Intent Analyst
Interactions LLC
03.2009 - 09.2011
In Progress - General Studies
Austin Community College
High School Diploma -
Austin High School