BENJAMIN D. WILLIAMS JR.
Ellicott City,MD
Summary
Customer-focused professional with 12+ years of experience delivering exceptional client service, account management, technical support, and relationship building across telecommunications, healthcare, real estate, and business operations. Proven ability to resolve complex customer issues, manage high-volume communications, improve customer retention, and consistently exceed performance metrics in remote environments. Skilled in CRM platforms, conflict resolution, billing support, and cross-functional collaboration with a passion for creating outstanding customer experiences.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Support Associate (Remote)
Verizon Communications
05.2020 - Current
- Oversaw client accounts from initial onboarding to final service delivery.
- Managed scheduling, billing, insurance communications, and follow-up with customers.
- Served as primary liaison for clients, providers, and insurance companies.
- Ensured accurate documentation while efficiently resolving customer concerns in fast-paced settings.
- Balanced competing priorities while upholding exceptional customer satisfaction standards.
- Developed customized account strategies to meet client needs and objectives.
- Managed client relationships to ensure satisfaction and retention.
Account Manager
Bioswiftics, LLC
Owings Mills, MD
12.2018 - 05.2020
- Oversaw client accounts from initial onboarding to final service delivery.
- Managed scheduling, billing, insurance communications, and follow-up with customers.
- Served as primary liaison for clients, providers, and insurance companies.
- Ensured accurate documentation while efficiently resolving customer concerns in fast-paced settings.
- Balanced competing priorities while upholding exceptional customer satisfaction standards.
- Developed customized account strategies to meet client needs and objectives.
- Managed client relationships to ensure satisfaction and retention.
Real Estate Agent
The Bob Lucido Team, Keller Williams Integrity
Ellicott City, MD
04.2014 - 11.2018
- Developed strong client connections through supportive sales techniques.
- Assisted in negotiating contracts and managing transaction timelines.
- Facilitated communication among buyers, sellers, lenders, inspectors, and attorneys.
- Supported compliance with state regulations and documentation requirements.
- Provided outstanding customer service throughout the purchasing process.
- Conducted market analysis to determine competitive pricing strategies for listings.
Product Analyst
Organo Gold
Blaine, WA
08.2012 - 04.2014
- Assisted in customer retention efforts across a distributor network with over 100 representatives.
- Gathered and examined customer feedback data to uncover service enhancement opportunities that boosted product engagement.
- Worked alongside cross-functional teams to pinpoint service gaps and areas for improvement.
- Kept precise records of collection efforts and customer interactions.
- Analyzed product performance metrics to identify trends and inform strategic decisions.
- Collaborated with cross-functional teams to develop market insights and product recommendations.
Education
High School Diploma - undefined
Woodlawn High School
Woodlawn, MDSkills
Salesforce
HubSpot
Mailchimp
Zendesk
Microsoft Office
Google Workspace
Slack
Microsoft Teams
Zoom
CRM Systems
Data Entry
Account Management
Billing Support
Customer Documentation
Certification
- Product Analytics Certification, Bestowed By, City, ST, 2025
- Product Management Certification, Bestowed By, City, ST, 2025
- Minority Business Enterprise (MBE) Certification, Bestowed By, City, ST
- Member, Howard County Association of Realtors, Howard County, MD
CORE COMPETENCIES
- Customer Success
- Customer Experience
- Technical Support
- Account Management
- Client Relations
- Conflict Resolution
- CRM
- Data Entry
- Billing Support
- Remote Work
- Call Center
- Email Support
- Chat Support
- Microsoft Office
- Salesforce
- HubSpot
- Cross-Functional Collaboration
- Problem Solving
- Customer Retention
Timeline
Customer Support Associate (Remote)
Verizon Communications
05.2020 - Current
Account Manager
Bioswiftics, LLC
12.2018 - 05.2020
Real Estate Agent
The Bob Lucido Team, Keller Williams Integrity
04.2014 - 11.2018
Product Analyst
Organo Gold
08.2012 - 04.2014
High School Diploma - undefined
Woodlawn High School