CHARLES WILLIAMS II
Jamaica,United States
Summary
Experienced Customer Service Specialist with 10+ years of providing excellent service. Skilled communicator, leader, and listener who understands and addresses customer needs. Proficient in managing inquiries, resolving complaints, and ensuring overall satisfaction. Committed to delivering exceptional service and fostering strong customer relationships. Demonstrated exceptional sales abilities, driving company ROI by $500k in a few years. Consistently received high survey ratings of 85%-90%. Known for handling 100+ inbound/outbound calls daily. Expertise includes proficiency in Teams, Excel, Salesforce, Cisco, and other relevant software platforms.
Overview
12
12
years of professional experience
Work History
Customer Experience Agent
Nestle Waters USA
01.2022 - Current
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Documented customer interactions in internal database to maintain customer service history details.
- Investigated customer complaints and escalated issues to address critical requests.
- Averaged $11.5k monthly in upsells. By using quick thinking to offer products and services to residential and business clients.
Virtual Banking Assistant III
J.P. Morgan Chase & Co.
06.2018 - 12.2021
- Developed virtual banking solutions that improved customer experience and streamline banking operations
- Implemented AI chatbot technology to provide automated customer support and enhance self-service capabilities in virtual banking operations
- Provided technical support to customers using virtual banking services and informed on various products and services
- Provided personalized assistance to virtual banking customers, addressing their specific needs and concerns
- Assisted in the development and implementation of security measures to protect customers' virtual banking accounts and personal information
- Analyzed customer feedback and data to identify areas for improvement in virtual banking services and propose solutions
- Analyzed customer data and provide insights to improve virtual banking services and customer satisfaction.
Customer Service Specialist
Apple
03.2013 - 03.2018
- Identified opportunities for process improvement and provided recommendations to enhance the customer service experience
- Collaborated with cross-functional teams to develop and implement customer service initiatives that enhanced the overall customer experience and drive customer satisfaction
- Developed and implemented customer service training programs to ensure consistent and high-quality service delivery
- Analyze customer feedback and metrics to identify areas of improvement in the customer service process
- The first person customers met when they entered store, I advised them, sold and set up payment options
- Analyzed customer feedback and data to identify trends, issues, and areas for improvement in order to enhance the customer service experience
- Provided exceptional customer service by actively listening to customers' needs and finding appropriate solutions.
Education
High School Equivalency -
High School
New York, NYSkills
- Communication
- Customer Relationship Management
- Sales
- Problem-solving
- Attention to detail
- Conflict resolution
- Analytical Thinking
- Time Management
- Teamwork
- Adaptability
Personal Information
Age: 31
Timeline
Customer Experience Agent
Nestle Waters USA
01.2022 - Current
Virtual Banking Assistant III
J.P. Morgan Chase & Co.
06.2018 - 12.2021
Customer Service Specialist
Apple
03.2013 - 03.2018
High School Equivalency -
High School