LYNDA B. WILLIAMS
Irondale
Summary
Highly Trained, Professional Office Support Specialist with over twenty-five of experience including Bellsouth/AT&T Companies, SITEL Corporation/Allstate, and several non-profit community organizations. Skilled at computer hardware and software applications; able to quickly learn new programs as needed. Thrive in deadline-driven environments. Excellent team-building skills. Can work independently or in groups as needed. Dependable, motivated person, honest, hardworking, and adaptable, communicates well with others and learns quickly. Natural personality with desire to help and assist customer with specialized individual services. Background experience demonstrates customer service abilities and front end service skills.
Overview
48
48
years of professional experience
1
1
Certification
Work History
Customer Care Advocate
Protective Life Insurance
01.2020 - 02.2025
- Parttime: Call Center
- Proactively supports Clients concerns & needs including processing payments over the phone.
- Resolved customer inquiries with thorough product knowledge and effective communication skills.
- Provided support to clients in navigating policy options and claims processes.
- Collaborated with cross-functional teams to enhance customer service strategies and improve satisfaction.
- Trained new advocates on best practices for customer interaction and system navigation.
- Managed escalated issues, ensuring timely resolution while maintaining strong client relationships.
- Collaborated with team members to achieve shared goals in improving overall customer experience.
- Worked closely with other departments when necessary to address interrelated concerns affecting customer experience.
- Consistently exceeded performance metrics while maintaining a focus on providing excellent customer support.
- Educated customers on product features, benefits, and usage, resulting in higher user satisfaction.
- Improved customer satisfaction by addressing and resolving complaints efficiently.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Logged call information and solutions provided into internal database.
- Met customer call guidelines for service levels, handle time and productivity.
Secretary
C.W. Hayes High School Alumni Association
06.2012 - 01.2025
- Provide support for the association, keep records of membership and type correspondence for various programs, serving on different committees including planner of events and decorating.
- (Non-Profit)
- Coordinated communication between alumni members and school administration.
- Organized and maintained comprehensive alumni records and databases.
- Supported event planning for reunions and fundraising activities.
- Led volunteer efforts, fostering collaboration among alumni members for events.
- Liaised between clients and vendors and maintained effective lines of communication.
- Volunteered to help with special projects of varying degrees of complexity.
- Increased office participation in special events by creating newsletter with detailed calendars and other office updates.
Customer Care Representative
TTEC WAH
05.2018 - 06.2019
- I was trained and worked customer care for two programs with TTEC until the contracted job ended.
- Managed high call volume with exceptional professionalism and efficiency.
- Assisted call-in customers with questions and orders.
- Logged call information and solutions provided into internal database.
- Met customer call guidelines for service levels, handle time and productivity.
Secretary
New St. Mark Baptist Church
01.2007 - 01.2017
- Supported the Pastor and Church by scheduling Programs, kept official church records and documents, and aided all Ministries, supply buyer, event planner and decorator for church functions.
- (Non-Profit)
- Contributed to a positive work environment by providing support to colleagues when needed in various tasks or projects.
- Volunteered to help with special projects of varying degrees of complexity.
Directory Clerk
BellSouth Advertising & Publishing
06.1977 - 09.2010
- Responsibility included communication with external and internal customers to make sure that their advertising was correct before the final print. Worked with Microsoft Office including Word, PowerPoint, and Outlook. Cross trained to assume additional leadership positions over co-workers throughout my career.
- Processed orders and maintained documentation for client accounts efficiently.
- Assisted in training new clerical staff on operational procedures and system usage.
- Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
- Improved customer satisfaction by promptly answering inquiries and providing accurate information.
- Managed incoming calls professionally, directing callers to appropriate personnel or taking detailed messages when necessary.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Supported administrative staff with timely completion of daily tasks, ensuring smooth office operations.
- Supported staff on special assignments and ad hoc projects.
- Edited documents to keep company materials free of grammar errors.
- Edited and proofread documents for accuracy and completeness.
- Compiled and analyzed data to produce reports.
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
- Reduced errors in data entry through rigorous attention to detail and double-checking work.
- Input data into spreadsheets and databases.
- Enhanced team morale, organizing staff events and fostering positive work environment.
- Enhanced customer service with timely and accurate information when handling inquiries.
- Maintained confidentiality of sensitive information, adhering strictly to privacy policies.
Education
High School Diploma -
C. W. Hayes High School
Birmingham, AlabamaSkills
- Coordination/Event Planning
- Complex Problem Solving
- Time Management
- Clerical
- Telecommunication
- Call Center Support
- Production & Processing
Certification
Word Document
Timeline
Customer Care Advocate
Protective Life Insurance
01.2020 - 02.2025
Customer Care Representative
TTEC WAH
05.2018 - 06.2019
Secretary
C.W. Hayes High School Alumni Association
06.2012 - 01.2025
Secretary
New St. Mark Baptist Church
01.2007 - 01.2017
Directory Clerk
BellSouth Advertising & Publishing
06.1977 - 09.2010
High School Diploma -
C. W. Hayes High School