DeMaya Williams
Rowlett,TX
Summary
Customer service and operations professional with experience supporting high-volume customers across retail leadership, healthcare services, consumer promotions, and financial software platforms. Proven ability to resolve complex issues, manage sensitive information, and provide clear guidance. Known for attention to detail, strong communication skills, and maintaining accuracy and compliance in fast-paced environments.
Overview
5
5
years of professional experience
Work History
Payroll Customer Support
Intuit QuickBooks Online
01.2025 - Current
- Analyzed user feedback to identify areas for improvement in payroll processes, contributing to enhanced user experience and satisfaction.
- Guided users through software features, empowering them to effectively manage their payroll processes and maximize their utilization of the platform.
- Ensured compliance with tax regulations by staying up-to-date on changes and providing accurate information to users, mitigating potential compliance risks.
- Documented support resolutions thoroughly, creating a comprehensive knowledge base to facilitate efficient issue resolution in the future.
- Collaborated with engineering teams to escalate and resolve critical technical issues, contributing to the continuous improvement of product functionality and reliability.
Customer Service Representative
Ansafone
01.2024 - 01.2025
- Mentored and trained new service agents, contributing to a high-performing and knowledgeable support team.
- Cultivated positive customer relations through proactive communication and personalized service.
- Managed complex escalations with calmness and professionalism, ensuring satisfactory resolutions.
- Troubleshot technical product problems, utilizing expertise to identify and implement effective solutions.
- Documented client interactions accurately and thoroughly, ensuring compliance with data privacy standards.
Customer Service Specialist
OTC Health Solutions
01.2023 - 01.2024
- Addressed escalated customer issues with professionalism and empathy, effectively resolving complex problems and ensuring customer retention through exceptional problem-solving skills.
- Processed customer service requests with a high degree of accuracy and attention to detail, ensuring compliance with established procedures and minimizing errors.
- Communicated product information clearly and concisely to customers, enabling informed decision-making and promoting product understanding, ultimately driving customer confidence.
- Utilized CRM software proficiently to track customer interactions, manage service requests, and analyze customer data, contributing to data-driven improvements in service delivery.
Team Lead
Walgreens
01.2021 - 01.2023
- Assisted with the training of assigned staff and site based staff in the proper use of specialized tools, materials, and equipment.
- Created bi-weekly schedule for 10 hourly employees.
- Assisted in performing preventive maintenance where possible to keep equipment in good running condition.
- Implemented procedures to triple throughput by improving productivity.
- Assisted in the development of marketing campaigns that increase various consulting contracts including, market and baseline surveys, program closeouts and mid-term review.
- Supervised staff in various departments, Coordinated the development of clients portfolio needs and plans of action for setup.
Education
Business Administration And Management
University of North Texas
Denton, TX06.2027
Skills
Customer support
Customer experience (CX)
Conflict resolution
Account management
Client relations
Case management
Ticketing systems
Service-level agreements (SLAs)
Escalation handling
Call documentation
De-escalation
CRM (Salesforce)
Teamwork and collaboration
Multitasking Abilities
Critical thinking
Computer skills
Timeline
Payroll Customer Support
Intuit QuickBooks Online
01.2025 - Current
Customer Service Representative
Ansafone
01.2024 - 01.2025
Customer Service Specialist
OTC Health Solutions
01.2023 - 01.2024
Team Lead
Walgreens
01.2021 - 01.2023
Business Administration And Management
University of North Texas