Summary
Overview
Work History
Education
Skills
Timeline
Generic

Bria Williams

Charlotte,NC

Summary

Seasoned professional with over a decade of experience, bringing a diverse skill set across customer service, CRM/ERM systems, and retail operations. Expertise in using advanced tools like Siebel CRM, Cisco, WebEx, and Lotus Notes to streamline processes and enhance customer satisfaction. Providing high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.

Overview

10
10
years of professional experience

Work History

Customer Service Representative (Hybrid)

Wells Fargo
09.2023 - Current
  • Utilized various systems and applications for resolving customer queries through detailed investigation.
  • Worked with internal and external teams to enhance the client experience.
  • Enhanced customer accessibility to financial products through digital tool promotion.
  • Manage risk by following all policies and procedures.
  • Facilitated fund transfers and rollovers from $500 to multi-million amounts.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.

Cashier/Instacart Shopper

Fresh Market
07.2022 - 06.2024
  • Provided outstanding customer service by understanding customer needs.
  • Provided comprehensive support to guests regarding their questions.
  • Adhered strictly to established sanitation procedures.
  • Merchandised and stocked products in the store.
  • Adhered to Fresh Market standards, including uniform code.
  • Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
  • Issued receipts, refunds, credits or change due to customers.

Cashier

Bed Bath & Beyond
07.2022 - 09.2022
  • Ensured exceptional service by addressing customer needs quickly.
  • Handled financial exchanges involving coupon application, taking payments, and providing receipts.
  • Enhanced customer experience through strategic product offerings.
  • Executed price changes and ensured accurate labeling.
  • Issued receipts, refunds, credits or change due to customers.
  • Processed returns and exchanges of merchandise in accordance with store policies.
  • Assisted customers over the phone regarding store operations, product information and order placement.

Pension Customer Care Representative (Remote)

Alight Solutions
07.2021 - 02.2022
  • Provided thorough explanations of retirement plan benefits and related legal information to both employees and beneficiaries.
  • Completed research to identify suitable benefits plans.
  • Distributed critical documentation and updates for all plan members.
  • Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
  • Facilitated communication for processing contribution adjustments and administrative tasks.
  • Supported open enrollment for retiree insurance benefits.
  • Developed creative solutions to resolve complex problems quickly while minimizing cost impacts on the company.

Customer Service Billing

Spectrum
04.2021 - 07.2021
  • Handled high-volume transactions efficiently with over 2,400 processed each month.
  • Executed account maintenance and activation through telephone support.
  • Maintained accurate account records.
  • Organized field visits and escalations based on situational assessments.
  • Educated on ways to maximize value through upgrades.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.

Account Service Representative (Hybrid)

Retirement Clearinghouse
05.2018 - 08.2020
  • Ensured accurate handling of customer inquiries and transactions for IRA Smart accounts.
  • Handled account transactions ranging from $10,000 to $3 million.
  • Engaged in high-level discussions with clients about the impact of cashing out 401(k)s.
  • Coordinated rollovers of participant balances less than $10k with relevant stakeholders.
  • Guided clients on rollover options and procedures.
  • Sustained adherence to federal, state, and local financial regulations.

Apparel Sales Associate

Dick's Sporting Goods
08.2017 - 05.2018
  • Delivered exceptional customer service by actively listening to client needs related to sports and activities.
  • Facilitated the promotion of warranty sales and loyalty programs.
  • Upheld merchandise display standards consistently.
  • Coordinated with team members to meet daily targets.
  • Executed planograms efficiently on a monthly basis.
  • Implemented promotional strategies to increase sales volume through effective merchandising techniques.
  • Provided detailed product knowledge to customers regarding fabric, fit, styling and care instructions.

HR Service Representative (Call Center)

Aon Hewitt/Alight Solutions
06.2016 - 06.2017
  • Handled a substantial number of inbound calls.
  • Resolved complex benefit-related inquiries through in-depth research.
  • Informed customers about 401(k) savings, health benefits.
  • Addressed intricate benefit concerns, managing 401(k) distributions and loans.
  • Managed ongoing cases related to benefits with high efficiency using Lotus Notes.
  • Updated databases with new and modified customer data using imaging.

Customer Service Representative (Call Center)

Verizon Wireless
01.2015 - 10.2015
  • Maintained superior service standards within a heavy call volume setting.
  • Handled complex customer issues efficiently, including device troubleshooting.
  • Guided customers based on their usage habits to propose suitable products and plans.
  • Resolved escalations by delivering alternative solutions, minimizing client dissatisfaction.
  • Supported the process of reconnecting and terminating telephone services.
  • Addressed and resolved challenging billing inquiries promptly.

Education

High School -

Myers Park High School
Charlotte, NC
01.2006

Some College (No Degree) -

Shaw University
Charlotte, NC

Some College (No Degree) -

Johnson C Smith University
Charlotte, NC

Skills

  • Siebel CRM/ERM
  • Cisco
  • WebEx
  • Lotus Notes Proficiency
  • HRTX assistants
  • Genesis
  • Smart station
  • CIV
  • Agent desktop
  • Alvaria
  • Beta
  • Efficient Data Input
  • Efficient Appointment Coordination
  • Product Knowledge
  • Data Compilation
  • Efficient Record Processing
  • Complaint resolution
  • Conflict Resolution
  • Retail store support
  • Sales closing
  • Expertise in Handling Multi-Line Systems

Timeline

Customer Service Representative (Hybrid)

Wells Fargo
09.2023 - Current

Cashier/Instacart Shopper

Fresh Market
07.2022 - 06.2024

Cashier

Bed Bath & Beyond
07.2022 - 09.2022

Pension Customer Care Representative (Remote)

Alight Solutions
07.2021 - 02.2022

Customer Service Billing

Spectrum
04.2021 - 07.2021

Account Service Representative (Hybrid)

Retirement Clearinghouse
05.2018 - 08.2020

Apparel Sales Associate

Dick's Sporting Goods
08.2017 - 05.2018

HR Service Representative (Call Center)

Aon Hewitt/Alight Solutions
06.2016 - 06.2017

Customer Service Representative (Call Center)

Verizon Wireless
01.2015 - 10.2015

High School -

Myers Park High School

Some College (No Degree) -

Shaw University

Some College (No Degree) -

Johnson C Smith University

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