China Williams
Tampa,FL
Summary
Customer-focused professional with 10+ years of experience in retention, customer service, and customer care within fast-paced, high-pressure environments. Proven ability to manage high call volumes, navigate multiple systems and screens simultaneously, and resolve complex customer issues efficiently. Skilled in de-escalation, account retention, and delivering first-call resolution while maintaining high performance and customer satisfaction.
Overview
9
9
years of professional experience
Work History
Customer Care & Retention Specialist
Frontier Communications
04.2021 - 01.2026
- Analyzed customer feedback to identify retention trends and drive service improvements.
- Developed and implemented targeted outreach strategies to enhance customer retention.
- Spearheaded collaboration among cross-functional teams to enhance communication efficiency.
- Implemented retention initiatives to strengthen customer loyalty through targeted engagement campaigns.
- Addressed billing discrepancies, service issues, and technical concerns to enhance customer satisfaction.
- Resolved escalated customer concerns through effective communication and conflict resolution techniques.
Customer Support Specialist
Duke Energy
06.2017 - 03.2021
- Facilitated customer support by addressing billing inquiries, arranging payments, and updating account information.
- Executed processing of service start and stop requests, ensuring seamless account transitions.
- Addressed power outages and service-related issues, delivering timely updates to stakeholders.
- Addressed customer complaints to ensure first-call resolution whenever feasible.
- Facilitated escalation of complex issues to supervisors while upholding professionalism.
- Advocated for and clarified additional services and programs to enhance customer understanding.
- Executed meticulous record maintenance while efficiently navigating multiple systems.
- Managed high-volume inbound call operations in a fast-paced environment.
- Achieved performance goals for customer satisfaction and call efficiency.
- Leveraged CRM systems and utility software platforms to document client interactions and monitor case progress.
- Analyzed billing systems meter data and usage information to clarify charges for customers.
Education
High School Diploma -
Pinellas County Job Corps
St. Petersburg, FL06.2014
Skills
Customer Service & Call Handling
Billing & Account Management
Conflict Resolution
CRM Systems & Data Entry
Technical Troubleshooting
Multitasking & Time Management
Communication Skills
Timeline
Customer Care & Retention Specialist
Frontier Communications
04.2021 - 01.2026
Customer Support Specialist
Duke Energy
06.2017 - 03.2021
High School Diploma -
Pinellas County Job Corps