Summary
Overview
Work History
Education
Skills
Timeline
AssistantManager

Barbara Williams

CUSTOMER SERVICE
Tuscaloosa,AL

Summary

Experienced Customer Service Representative with 20 years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls. Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact. Knowledgeable and dedicated customer service professional with extensive experience in Customer Service and Call Center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Customer Service position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

26
26
years of professional experience

Work History

Call Center Customer Service Representative

UAB Medicine
12.2021 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Responded to customer calls and emails to answer questions about products and services.
  • Addressed customer account discrepancies and concerns.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Maintained and managed customer files and databases.
  • Escalated complicated customer account issues to supervisors and help desk workers.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Sought out extra training opportunities to enhance customer relationship management abilities.
  • Generated customer service reports to track customer satisfaction.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Responded proactively and positively to rapid change.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promptly responded to inquiries and requests from prospective customers.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Developed and updated databases to handle customer data.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Investigated and resolved accounting, service and delivery concerns.
  • Sought ways to improve processes and services provided.
  • Trained new personnel regarding company operations, policies and services.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Cross-trained and provided backup support for organizational leadership.
  • Managed timely and effective replacement of damaged or missing products.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Cross-trained and backed up other customer service managers.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Implemented and developed customer service training processes.
  • Trained staff on operating procedures and company services.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.

Paraprofessional Educator

Tuscaloosa County School System
01.2005 - Current
  • Provided support to help students with special needs learn and grow.
  • Provided support during classes, group lessons, and classroom activities.
  • Supported student learning objectives through personalized and small group assistance.
  • Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
  • Assisted teachers with classroom management and document coordination to maintain positive learning environment.
  • Delivered curriculum in both one-on-one lessons and group learning environments.
  • Delivered personalized educational, behavioral, and emotional support to individual students to enable positive learning outcomes.
  • Kept classrooms clean, neat, and properly sanitized for student health and classroom efficiency.
  • Maintained inclusive learning environment to enable students to gain maximum benefit from lessons.
  • Monitored student classroom and outdoors activities to promote student safety.
  • Prepared instructional materials for group and one-on-one use to comply with established curriculum.
  • Applied specialized teaching techniques to reinforce social and communication skills.
  • Assessed student social, emotional, and academic needs to plan goals appropriately.
  • Maintained safety and security by overseeing students in recess environments.
  • Oversaw groups of students at school and off-site locations, maintaining optimal safety, and security.
  • Organized and led practice, research and lab assignments.
  • Assisted in maintaining engaging and respectful educational environment by promoting discipline and cooperation.
  • Relieved classroom teacher during breaks and maintained order and structure in classroom.
  • Administered tests and assessments to evaluate student progress and performance.
  • Prepared instruction materials, constructed bulletin boards, and set up work areas.
  • Reported on student progress, behavior, and social skills to parents.
  • Tailored lesson plans for students with emotional and cognitive disabilities.
  • Supervised students on field trips for safety and proper behavior in public settings.

Call Center Representative

Arise
05.2015 - 01.2018
  • Responded to customer calls and emails to answer questions about products and services.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Processed debit and credit card and electronic check payments.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Boosted customer service satisfaction ratings through consistent quality control.
  • Educated customers on company systems, form completion, and access to services.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Sought out extra training opportunities to enhance customer relationship management abilities.
  • Approved and terminated customer contracts upon request.
  • Collaborated with shipping team to track shipments, verify orders and handle product returns.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Compiled status and performance reports for team leaders to address company strengths and weaknesses.
  • Leveraged sales expertise to promote products and capitalize on upsell opportunities.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Delivered prompt service to prioritize customer needs.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Responded proactively and positively to rapid change.
  • Maintained up-to-date knowledge of product and service changes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promptly responded to inquiries and requests from prospective customers.
  • Developed and updated databases to handle customer data.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Investigated and resolved accounting, service and delivery concerns.
  • Sought ways to improve processes and services provided.
  • Trained new personnel regarding company operations, policies and services.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Cross-trained and backed up other customer service managers.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Trained staff on operating procedures and company services.
  • Cross-trained and provided backup support for organizational leadership.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Implemented and developed customer service training processes.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Created and maintained detailed database to develop promotional sales.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Managed timely and effective replacement of damaged or missing products.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.

Customer Service Representative

Walmart
04.1997 - 07.2014
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Provided primary customer support to internal and external customers.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Tracked customer service cases and updated service software with customer information.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promptly responded to inquiries and requests from prospective customers.
  • Trained new personnel regarding company operations, policies and services.
  • Sought ways to improve processes and services provided.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Managed timely and effective replacement of damaged or missing products.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Developed and updated databases to handle customer data.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Cross-trained and provided backup support for organizational leadership.
  • Trained staff on operating procedures and company services.
  • Investigated and resolved accounting, service and delivery concerns.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Cross-trained and backed up other customer service managers.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Implemented and developed customer service training processes.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Created and maintained detailed database to develop promotional sales.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.

Pharmacy Technician

RiteAid Pharmacy
02.2002 - 04.2008
  • Answered incoming phone calls and addressed questions from customers and healthcare providers.
  • Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
  • Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
  • Stocked, labeled, and inventoried medication to keep accurate records.
  • Counted and labeled prescriptions with correct item and quantity.
  • Entered and processed patients' prescriptions into internal system.
  • Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
  • Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues.
  • Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
  • Collected co-payments or full payments from customers.
  • Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
  • Maintained proper drug storage procedures, registries, and records for controlled drugs.
  • Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
  • Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
  • Counted, measured and compounded medications following standard procedures.
  • Counted, measured, and compounded medications following standard procedures.
  • Ordered medicines daily to replenish stock and increase inventory in anticipation of need.
  • Counseled customers on medications, appropriate dosage and potential side effects.
  • Resolved third-party billing, computer system and customer service issues.
  • Welcomed customers to pharmacy and answered questions relating to prescriptions and over-the-counter products.
  • Set up and modified patient profiles to include current medications and insurance details.
  • Managed opening and closing duties for pharmacy.
  • Prepared packaging and labels for prescriptions, verifying accuracy of dosage, side effects, interactions, and refill instructions.
  • Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.
  • Located and measured medications according to prescription information, making modifications as instructed by pharmacists and providers.
  • Monitored ordering of pharmacy medication stock to maintain streamlined inventory and low overhead.
  • Coordinated with physicians and insurance agency representatives for speedy resolution of prescription discrepancies.
  • Developed and implemented improvements to pharmacy organization system.
  • Coordinated verification and filling of more than 200 daily prescriptions in high-volume pharmacy environment.
  • Provided consultations and answered inquiries from patients, healthcare professionals and physicians regarding drugs, potential side effects, and specified use.
  • Precisely measured and combined ingredients to deliver scrupulous formulation on customer compound prescription orders.
  • Liaised with other pharmacies to eliminate issues related to product expiration.

Education

High School Diploma -

Holt High School
Holt, AL
05.1995

Skills

  • Good Judgment
  • Clerical Support
  • First-Tier Technical Support
  • Membership Inquiries and Renewals
  • Cultural Awareness
  • Managing Phone Systems
  • Calm and Professional Under Pressure
  • Process Improvement Initiatives
  • Maintaining Clean Work Areas
  • Online Chat
  • Program Leadership
  • Conflict Mediation Abilities
  • Policy and Procedure Adherence
  • Call Controlling
  • Information Updates
  • Process Transactions
  • Product and Service Knowledge
  • Cloud Applications
  • Understanding Customer Needs
  • Corporate Standards
  • Keyboarding
  • Correcting Discrepancies
  • Accurate Estimates
  • Issue and Complaint Resolution
  • Good Listening Skills
  • Contact Management Systems
  • Customer Inquiries
  • Order and Refund Processing
  • Administrative and Office Support
  • Business Acumen
  • Training and Development
  • Billing Adjustments and Refunds
  • Setting Up Files
  • Customer Satisfaction
  • Documentation
  • Customer Correspondence
  • Goals and Performance
  • Quality Assurance Evaluation
  • Materials Movement
  • Written and Oral Communications
  • Efficiency Determination
  • Interpretation and Translation Services
  • Fraud Detection
  • Transcription
  • POS Systems and Ordering Platforms
  • Feedback Gathering
  • Documenting Calls
  • Till Counting
  • Special Requests
  • Productivity Management
  • Document Conversion
  • Complex Product Knowledge
  • Issue Identification
  • Corrective Actions
  • Patient Profiles
  • Sales and Upselling
  • Sales Strategies
  • Database Management
  • Efficient Data Entry
  • Customer Support
  • Call Volume and Quality Metrics
  • Security Administration
  • Database Maintenance
  • Document and Records Management
  • Special Assignments
  • Customer Data Confidentiality
  • Customer Account Management
  • Call Center Operations
  • High-Volume Environments
  • Store Displays
  • Livechat Messaging
  • Transactions Reconciliation
  • Master Calendar Management
  • Detailed Evaluations
  • Eligibility Determinations
  • Invoice Preparation and Processing
  • Merchandise Orders and Exchanges
  • Complaint Resolution
  • Online Systems
  • Auto Dialers
  • Customer Retention Strategies
  • Microsoft Office
  • Monetary Transactions
  • Corporate Policies and Procedures
  • Purchase Needs Determination

Timeline

Call Center Customer Service Representative

UAB Medicine
12.2021 - Current

Call Center Representative

Arise
05.2015 - 01.2018

Paraprofessional Educator

Tuscaloosa County School System
01.2005 - Current

Pharmacy Technician

RiteAid Pharmacy
02.2002 - 04.2008

Customer Service Representative

Walmart
04.1997 - 07.2014

High School Diploma -

Holt High School

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Barbara WilliamsCUSTOMER SERVICE