Christine Williams
Baldwinsville,NY
Summary
Professional leader looking for an opportunity to use, and grow her data analytics knowledge.
Proficient in Microsoft Excel. I am comfortable creating, cleaning, manipulating, and reporting data to multiple end users within Excel, and SAP.
Over 20 years of customer service experience allows me to provide empathetic care to customers while adhering to the needs of the company. I am passionate about understanding, and working with interdepartmental teams to ensure "the big picture" stays in focus.
Overview
20
20
years of professional experience
Work History
Customer Service Rep
Ephesus Sports Lighting (Cooper Lighting)
04.2014 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to appropriate teams.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
- Developed and updated databases to handle customer data, quality concerns, and reported issues within SAP.
- Documented and maintained technical SOPs for SAP transactions used by our department
- Solved functional and technical obstacles and worked closely with project team from different streams
- Conducted research and analysis to determine trends within quality data for multiple products, projects, and agents
- Participated in regular meetings with team members to discuss production updates, material delays, and product ship dates
- Compiled, cleaned and manipulated data for proper handling within SAP
- Improved data collection methods by designing surveys, polls and other instruments
- Lead an international team handling over 100+ data entries per month
- Created standard processes to increase productivity and decrease errors, and trained multiple teams on those processes
- Collaborated across functions to ensure processes also increase productivity to accounting, quality, production, and sales teams
- Responsible for miscellaneous tasks such as office orders, event coordination, security administration, new hire training, etc.
Patient Service Representative (Call Center)
Aspen Dental
01.2013 - 04.2014
- Provided exceptional customer service to patients, answering questions and addressing concerns..
- Built and maintained positive working relationships with patients and staff.
- Handled customer service inquiries via telephone, postal mail and through email.
- Resolved billing inquiries and disputes in timely fashion.
- Investigated insurance claims denials and appeals.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Independent Sales Representative
Lia Sophia Jewelry
01.2012 - 12.2012
- Consulted with customers to assess requirements, offer product recommendations and resolve technical issues after sales.
- Conducted daily follow-up calls to answer client's questions and manage sales process.
- Employed variety of sales practices to accommodate each customer's individual needs and overcome objections.
- Educated customers by providing hands-on jewelry demonstrations and explaining benefits and advantages of purchasing our product.
Patient Service Representative Lead
Aspen Dental
01.2007 - 02.2012
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Verified insurance eligibility and coverage for patients.
- Entered patient demographic and insurance data into electronic medical record system.
- Built and maintained positive working relationships with patients and staff.
- Managed patient registration process, confirming data accuracy and completeness.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Took copayments and compiled daily financial records.
- Developed and implemented customer service policies and procedures.
- Investigated insurance claims denials and appeals.
- Answered incoming calls, scheduled appointments and filed medical records.
- Greeted and assisted patients with check-in procedures.
- Trained new staff on filing, phone etiquette and other office duties.
- Supported multiple offices and locations by acting as a temporary manager while employees were on leave.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Department Supervisor
Babies R Us
01.2007 - 12.2007
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Trained new employees on overall company and department-specific policies and procedures.
- Maintained stock of items, cleanliness, organization and provided excellent customer service.
- Trained team members in successful strategies to meet operational and sales targets.
- Managed team of 11 employees, delegated tasks and held each employee accountable for completing assignments.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
Department Supervisor
Kohls Department Store
11.2003 - 01.2005
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Trained new employees on overall company and department-specific policies and procedures.
- Maintained stock of items, cleanliness, organization and provided excellent customer service.
- Trained team members in successful strategies to meet operational and sales targets.
Education
Bachelor of Science - Data Analytics
Purdue University
Online12.2022
High School Diploma -
Danbury High School
Danbury06.2003
Skills
- Problem-Solving Ability
- Document Control
- Customer Relations
- Business Development Understanding
- Policy and Procedure Adherence
- SAP Knowledge
- Data Integrity
- Efficient Data Entry
- Standard Operating Procedures Proficient
Timeline
Customer Service Rep
Ephesus Sports Lighting (Cooper Lighting)
04.2014 - Current
Patient Service Representative (Call Center)
Aspen Dental
01.2013 - 04.2014
Independent Sales Representative
Lia Sophia Jewelry
01.2012 - 12.2012
Patient Service Representative Lead
Aspen Dental
01.2007 - 02.2012
Department Supervisor
Babies R Us
01.2007 - 12.2007
Department Supervisor
Kohls Department Store
11.2003 - 01.2005
Bachelor of Science - Data Analytics
Purdue University
High School Diploma -
Danbury High School
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