Cathy Collins
Phenix City
Summary
Customer Support Professional with a strong track record in technical troubleshooting and case management. Skilled in navigating digital messaging channels and internal systems to resolve customer inquiries promptly. Recognized for analytical thinking and the ability to adapt quickly to new tools, ensuring a seamless customer experience.
Overview
26
26
years of professional experience
Work History
Customer Service Associate (Chat, Email & Phone Support)
Williams Sonoma, Inc.
05.2022 - 06.2026
- Delivered customer support via chat, email, and phone while effectively managing multiple concurrent interactions to enhance customer satisfaction.
- Resolved order, payment, shipping, and account issues by utilizing internal systems and adhering to company policies, ensuring a smooth resolution process.
- Used Salesforce CRM and Quiq to access accounts, document cases, and resolve customer inquiries efficiently.
- Assisted customers with product inquiries and order issues.
- Partnered with leadership and cross-functional teams to address and resolve escalated customer concerns, improving overall customer experience.
- Maintained accurate case documentation across all communication channels.
- Utilized internal knowledge bases to ensure accurate resolutions.
- Successfully managed tasks in a remote setting by independently managing workload and communication.
- Investigated suspicious account activity and potential fraud, escalating to appropriate departments.
- Efficiently learned and utilized new tools, systems, and procedures.
Seasonal Lead
Williams Sonoma, Inc.
03.2025 - 02.2026
- Guided team members on policies, procedures, and customer resolution strategies to improve service consistency.
- Assisted with escalated customer issues and partnered with leadership for timely resolution.
- Mentored peers and supported team performance improvements.
- Provided assistance to team during busy periods to enhance operational efficiency.
- Proposed innovative ideas and solutions that strengthened team performance and improved outcomes.
Customer Service Associate
Williams Sonoma, Inc.
01.2020 - 05.2022
- Managed high-volume inbound phone calls and email inquiries, ensuring timely resolution of customer concerns.
- Assisted customers via phone and email with orders, account questions, shipping issues, and general support to enhance customer satisfaction.
- Researched and resolved customer concerns using company policies and internal systems.
- Used Salesforce CRM to document interactions and retrieve customer account information.
- Supported team members by resolving complex customer issues and providing guidance on workflow questions.
Office Administrative Clerk
Abron Transportation
Ft Mitchell, Alabama
04.2014 - 02.2020
- Executed clerical duties including scheduling, documentation, records management, and data entry to support office operations.
- Managed multi-line phone system to direct calls to appropriate departments, ensuring efficient communication across the organization.
- Provided customer support via phone and email, resolving escalated concerns professionally.
- Tracked inventory levels in warehouse using inventory management software, coordinating logistics and performing database/data entry tasks.
Administrative Clerk
Columbus Consolidated Government
Columbus
05.2000 - 11.2003
- Entered confidential case data and performed detailed data entry into department systems.
- Prepared reports and documentation for investigative use.
- Delivered professional customer service in sensitive situations, ensuring customer concerns were addressed effectively.
- Converted paper files into digital records, enhancing accessibility and maintaining accurate documentation for future reference.
- Documented and escalated suspected fraudulent activity through multiple channels, contributing to the integrity of departmental operations.
- Received and documented reports of theft, property damage, and lost property via phone, email, and in-person communication.
Education
Associate Degree - Criminal Justice
Chattahoochee Valley Community College
Phenix City, AL05.2000
Skills
- Customer support
- Ticket & Case Management
- Salesforce CRM
- Quiq Messaging Platform
- High-volume support
- High-volume support
- Customer De-escalation
- Technical Troubleshooting
- Process Improvement
- Order Management
- Remote work experience
- Multitasking & Prioritization
- Cross-functional collaboration
- Written and verbal communication
- Team collaboration
- Problem solving
- Conflict resolution
- Time management
- Risk Assessment
- Fast Learner of New Systems
- High-volume support
Timeline
Seasonal Lead
Williams Sonoma, Inc.
03.2025 - 02.2026
Customer Service Associate (Chat, Email & Phone Support)
Williams Sonoma, Inc.
05.2022 - 06.2026
Customer Service Associate
Williams Sonoma, Inc.
01.2020 - 05.2022
Office Administrative Clerk
Abron Transportation
04.2014 - 02.2020
Administrative Clerk
Columbus Consolidated Government
05.2000 - 11.2003
Associate Degree - Criminal Justice
Chattahoochee Valley Community College