Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Contrella Williams

Albany,GA

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Customer Service Representative

HCL Tech
06.2024 - 08.2025
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests for products, services, and company information.

Insurance Customer Service Representative

ResultsCX
10.2023 - 05.2024
  • Manage and process insurance claims, ensuring complete documentation and accuracy while addressing customer inquiries and resolving billing disputes.
  • Provide detailed policy information and expertly navigate third-party liability, accident benefits, and collision coverage queries to enhance customer understanding and satisfaction.
  • Maintain and update customer policies, delivering solutions and assistance with claims, effectively supporting clients and providers through complex issues.

Call Center Customer Service Representative

Everise
10.2022 - 07.2023
  • Provided exceptional customer service by resolving inquiries and complaints, ensuring high levels of satisfaction through effective communication and problem-solving skills.
  • Managed and de-escalated customer concerns in a calm and professional manner, maintaining a positive and approachable demeanor throughout interactions.
  • Accurately recorded customer information and service requirements into electronic systems, and facilitated account setup and activation processes.

Otr Driver

Panther Logistics
09.2021 - 09.2022
  • Safely transported and delivered freight to various destinations, ensuring timely arrivals and maintaining cargo integrity.
  • Fostered positive relationships with customers by employing strong communication skills and delivering orders within specified timeframes.
  • Conducted thorough pre- and post-trip inspections, and adeptly navigated route changes in response to real-time traffic and weather conditions to optimize delivery efficiency.

Transit Operator

City Of Albany
07.2016 - 03.2021
  • Operated transit vehicles, prioritizing the safety and timely transportation of passengers to their destinations.
  • Delivered exceptional customer service, demonstrating empathy and assistance to passengers, including route education and boarding support.
  • Conducted comprehensive pre-trip and post-trip vehicle inspections to ensure operational safety and reported any discrepancies to management.
  • Maintained cleanliness of transit areas and vehicles, managed fueling and vehicle upkeep, and effectively resolved passenger disputes to uphold a secure and welcoming environment.

Driver

Dougherty County Transportation System, Sub
09.2013 - 04.2016
  • Secured a Class B Commercial Driver's License with passenger and bus endorsements, ensuring compliance with transportation regulations.
  • Provided safe and reliable transportation for students, adhering to scheduled routes and timeframes for both school commutes and educational trips.

Education

Associate of Science - Computer Information Systems

Albany Technical College
Albany, GA
11-2002

High School - College Prep

Mitchell-Baker High School
Camilla, GA
05-1998

Skills

  • Proficient in Microsoft Office
  • Call center experience
  • Active listening
  • People Skills
  • Service excellence
  • Trustworthy team member
  • Clear and concise documentation
  • Policy Understanding
  • Insurance Claim Forms Review
  • Accurate data entry
  • Medical Terminology
  • Insurance Coverage Verification
  • Accuracy assessment
  • Order Processing
  • CDL Driver Class B
  • Commercial Driving

Certification

  • Commercial Driver's License (CDL) Expires: December 2025 State: GA Endorsements: P (Passenger vehicles) - S (School bus)
  • Certification in Application Software November 2002 to Present Certified in Microsoft Word, Excel, Access, and Power Point.

Timeline

Customer Service Representative

HCL Tech
06.2024 - 08.2025

Insurance Customer Service Representative

ResultsCX
10.2023 - 05.2024

Call Center Customer Service Representative

Everise
10.2022 - 07.2023

Otr Driver

Panther Logistics
09.2021 - 09.2022

Transit Operator

City Of Albany
07.2016 - 03.2021

Driver

Dougherty County Transportation System, Sub
09.2013 - 04.2016

Associate of Science - Computer Information Systems

Albany Technical College

High School - College Prep

Mitchell-Baker High School

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