Darielle Williams
Florissant,MO
Summary
Seasoned Customer Service Specialist with 11 years of experience, adept in conflict resolution and customer satisfaction improvement. Excelled in roles requiring customer support, case logging, and presentation delivery. Seeking Senior Customer Service Representative position to leverage extensive customer service expertise and leadership skills.
Overview
11
11
years of professional experience
Work History
Learning and Development Trainer
Amazon fulfillment center
St.Peters, Missouri
08.2023 - Current
- Efficiently provide educational support to Amazon new associates.
- Explain rules and policies, answer questions, provide guidance, perform audits, and suggest areas of improvement.
- Recognized as top performing learning and development trainer due to 44% increased retention rate with new hires
Benefit Program Technician
Family Support Division
Saint Louis, Missouri
12.2022 - 08.2023
- Conducted thorough investigations into non-support issues, preparing detailed case documentation for review
- Provided guidance and information to custodial and non-custodial parents on program policies through structured interviews
- Located non-custodial parents effectively and initiated legal processes to establish child support obligations.
- resolved more than 40 cases daily
- Located 9 out of 10 non-custodial parent jobs leading to child support assistance being granted
Customer Care Manager
ASM Research
Fairfax, VA
03.2021 - 12.2022
- Developed and implemented a new customer service training program leading to a 90% improvement in employee performance
- Developed a unified dashboard for agents to compete with each other leading to a 35% customer satisfaction rating across the team
- Created a safe and enjoyable work environment leading to 50% agent attendance Increase
Lead Customer Service Representative
Concentrix
Arnold, MO
09.2018 - 03.2021
- Provided professional and courteous service to clients, ensuring a welcoming and attentive interaction
- Acquired and applied fundamental knowledge of organizational policies and procedures to assist with customer inquiries
- Successfully resolved a high volume of escalated customer issues, resulting in a 53% reduction in escalations
- Maintained a 95% or higher customer satisfaction rating by resolving inquiries and complaints promptly and efficiently
Customer Service Representative
St. Anthony's Hospital
Saint Louis, Missouri
02.2013 - 09.2018
- Managed patient meal order inquiries, ensuring accurate and timely modifications to cater to individual dietary requirements
- Collaborated with nursing staff and dietitians to align meal plans with patients' health needs, enhancing patient care quality
- Elevated customer service satisfaction by adeptly resolving conflicts and addressing concerns with a focus on patient well-being.
- Served customers in a positive way receiving 4 customer service rewards
Education
High School Diploma - General Education
Gateway High School
Saint Louis, MOSome College (No Degree) - Criminal Justice
University of Central Missouri
Warrensburg, MOSkills
- Exceptional Customer Service
- Call Center Manager
- Escalation Handling
- Back Office
- Trainer
- Critical Thinker With the Ability to Solve Complex Problems
- Deadline-Oriented
- Strong Written Communication
- Organized and Good Attention to Detail
- Technical Support
- Conflict Resolution Expert
- Proficient in Microsoft Word, PowerPoint, Excel, and Salesforce
- Strong Interpersonal Skills
Timeline
Learning and Development Trainer
Amazon fulfillment center
08.2023 - Current
Benefit Program Technician
Family Support Division
12.2022 - 08.2023
Customer Care Manager
ASM Research
03.2021 - 12.2022
Lead Customer Service Representative
Concentrix
09.2018 - 03.2021
Customer Service Representative
St. Anthony's Hospital
02.2013 - 09.2018
High School Diploma - General Education
Gateway High School
Some College (No Degree) - Criminal Justice
University of Central Missouri