Summary
Overview
Work History
Education
Skills
Personal Information
References
Timeline
Generic

Charna Williams

Speedway,IN

Summary

Proven leader with a track record of enhancing customer satisfaction at AAA Club Alliance, adept in Microsoft Word and communication. Excelled in resolving complex issues, boosting efficiency, and fostering team collaboration. Achieved a significant increase in sales through exceptional service and analytical skills, demonstrating reliability and multitasking abilities.

Overview

13
13
years of professional experience

Work History

Roadside Assistance Agent

AAA Club Alliance
Richmond, VA
07.2024 - Current
  • Resolved complex customer complaints by actively listening to concerns, empathizing with their frustrations, and finding appropriate solutions within company guidelines
  • Maintained detailed records of all interactions using CRM software to track customer preferences, history of inquiries/resolutions for future reference
  • Taking service calls from members for AAA roadside assistance

Customer Service Specialist

BC Forward/Elevance
Indianapolis, IN
08.2022 - 03.2024
  • Managed customer inquires and complaints in a timely manner
  • Maintained customer service database and updated customer records
  • Responded to inquires via email, phone and chat
  • Answered customer questions with researched and accurate information

Customer Service Representative (Remote)

The Panther Group
Indianapolis, IN
02.2022 - 08.2022
  • Offered strong customer service skills, keeping customers satisfied and increasing sales
  • Created a new customer database by entering customer information into a database
  • Handled customer inquiries, answered questions, and resolved problems in a timely manner
  • Kept accurate records of all interactions, including customer names, addresses, phone numbers, credit card information, and product sales

Customer Service Representative (Remote)

TDB Communications
Indianapolis, IN
07.2020 - 03.2022
  • Resolved claims disputes, requests for clarification, and appeals in an efficient and timely manner
  • Handled an average of 20 escalations per day, engaging with customers in a friendly, courteous, and professional manner
  • Created a new customer database by entering customer information into a database
  • Kept accurate records of all interactions, including customer names, addresses, phone numbers, credit card information, and product sales

Fatal Errors Data Entry Clerk

Aijlon Staffing Agency
Indianapolis, IN
01.2020 - 03.2020
  • Completed data entry tasks with accuracy and efficiency
  • Sorted documents and maintained an organized filing process
  • Compiled data and reviewed information for accuracy prior to input
  • Executed data verification to detect errors
  • Sent completed entries to Supervisors for evaluation and final approval

Customer Care Specialist

Anthem
Indianapolis, IN
03.2017 - 12.2019
  • Company Overview: Healthcare Support Staffing: Contractor
  • Received calls from providers regarding health insurance benefits and processes
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements
  • Use computer databases to keep track of phone calls, confidential notes, and customer contact information
  • Conducted Health Needs Screening in the Outbound Call Center
  • Healthcare Support Staffing: Contractor

Loan Processor/Customer Service Representative

Checksmart Financial LLC
Indianapolis, IN
05.2016 - 03.2017
  • Processed Indiana State loans by the CCFI federal guidelines, check cashing, and daily paperwork
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Recommended products to customers, thoroughly explaining details to create a bond and increase sales
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of the products and services and creating welcoming, positive experiences

Assistant Store Manager

PLS Check Cashers
Indianapolis, IN
04.2012 - 04.2016
  • Managed opening and closing procedures with recommended changes to enhance efficiency of the daily activities
  • Maintained positive customer relationships by responding quickly to inquires and issues
  • Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures
  • Provided weekly work schedules for employees to accommodate business demands and vacation requests
  • Processed payments for credit and debit cards and returned the proper change for cash transactions
  • Offered strong customer service skills, keeping customers satisfied and increasing sales annually

Education

High school diploma - Health Professions Magnet, General Studies

Arsenal Technical High School
Indianapolis, IN
06.1992

Skills

  • Leadership
  • Microsoft Word
  • Computer literacy
  • Documentation review
  • Communication skills
  • Customer service
  • Team work scheduling
  • Data entry proficiency
  • Reliability and punctuality
  • Effective communication
  • Multitasking Abilities
  • Analytical skills
  • Time management abilities

Personal Information

Willing To Relocate: Anywhere

References

References available upon request.

Timeline

Roadside Assistance Agent

AAA Club Alliance
07.2024 - Current

Customer Service Specialist

BC Forward/Elevance
08.2022 - 03.2024

Customer Service Representative (Remote)

The Panther Group
02.2022 - 08.2022

Customer Service Representative (Remote)

TDB Communications
07.2020 - 03.2022

Fatal Errors Data Entry Clerk

Aijlon Staffing Agency
01.2020 - 03.2020

Customer Care Specialist

Anthem
03.2017 - 12.2019

Loan Processor/Customer Service Representative

Checksmart Financial LLC
05.2016 - 03.2017

Assistant Store Manager

PLS Check Cashers
04.2012 - 04.2016

High school diploma - Health Professions Magnet, General Studies

Arsenal Technical High School

Similar Profiles

CREATE PROFILE
Charna Williams