Christian Williams
Customer Service Represetative
Canton,OH
Summary
Knowledgeable and dedicated customer service professional with extensive experience in communications industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Technical Support Representative
Charter Communications, Spectrum
Canton, OH
08.2018 - Current
- Handle inbound calls from customers having technical issues with services and troubleshoot services to find a resolution.
- Resolved issues with systems, hardware and telephones quickly and accurately.
Assistant Manager
Skechers USA
Canton, OH
01.2019 - 09.2020
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Rotated merchandise and displays to feature new products and promotions.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
Collections Representative
Synchrony Financial
Canton, OH
09.2016 - 08.2018
- Handle outbound and inbound calls, set up payment arrangements, counsel cardholders on their financial situations and use customer service, communication and influencing skills to figure out why a payment is late and how to fix the situation.
- Processed payments and applied to customer balances.
ISM Associate
AT&T/VXI Global Solutions LLC
Canton, Ohio
09.2013 - 01.2016
- Handle inbound calls from customers needing assistance regarding billing questions and concerns and find a resolution.
- Attempt to sale additional services at customers.
- Handle inbound calls from customers having technical issues with services and troubleshoot services to find a resolution.
Subject Matter Expert
AT&T/VXI Global Solutions LLC
Canton, Ohio
01.2013 - 01.2016
- Coordinated ongoing technical training and personal development classes for staff members.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Corrected employee behavior that did not reach accepted standards, and recognized performance that met or exceeded those criteria.
- Conducted new hire orientations and training sessions, and trained current employees on new equipment and procedures.
Senior Associate/Escalations
AT&T/VXI Global Solutions LLC
Canton, Ohio
01.2013 - 01.2016
- Facilitated inter-departmental communication to effectively provide customer support.
- Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
ICM Account Associate
AT&T/VXI Global Solutions LLC
Canton, Ohio
01.2013 - 01.2016
- Handle inbound calls from customers having technical issues with services and troubleshoot services to find a resolution.
Education
High School Diploma -
Canton McKinley High School
Canton Ohio 09.2007 - 06.2011
Skills
Customer serviceundefined
Timeline
Assistant Manager
Skechers USA
01.2019 - 09.2020
Technical Support Representative
Charter Communications, Spectrum
08.2018 - Current
Collections Representative
Synchrony Financial
09.2016 - 08.2018
ISM Associate
AT&T/VXI Global Solutions LLC
09.2013 - 01.2016
Subject Matter Expert
AT&T/VXI Global Solutions LLC
01.2013 - 01.2016
Senior Associate/Escalations
AT&T/VXI Global Solutions LLC
01.2013 - 01.2016
ICM Account Associate
AT&T/VXI Global Solutions LLC
01.2013 - 01.2016
High School Diploma -
Canton McKinley High School
09.2007 - 06.2011
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