Desiree Williams
Irving
Summary
Dedicated Customer Service Representative with a proven track record of enhancing customer satisfaction and driving company success. Recognized for strong organizational and prioritization skills, effectively troubleshooting issues to ensure seamless service delivery. Committed to maintaining professionalism, patience, and efficiency, fostering customer loyalty and minimizing dissatisfaction. Authorized to work in the US for any employer, ready to contribute positively to a dynamic team environment.
Overview
10
10
years of professional experience
1
1
Certification
Work History
CSR/Dispatch
Empire Auto Parts
04.2024 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
- Streamlined communication between departments, ensuring timely resolution of customer concerns.
Level II Security Officer
Reynolds Security / P3A
01.2023 - Current
- Monitored grounds to ensure security.
- Managed visitor check-in process efficiently.
- Inspecting and safeguarding buildings, properties, and equipment
- Guarding entry points
- Monitoring surveillance equipment
Emergency Response Dispatcher
US Ecology
05.2021 - 06.2023
- Handled incoming calls in urgent and routine situations.
- Directed assignment of team members.
- Develop and maintain relationships with customers
- Coordinate response strategies for facilities affected by natural disasters.
Trade Customer Support Specialist
Whirlpool Corporation
06.2018 - 06.2023
- Effective typing and date entry skills
- Working with 3rd party companies
- Resolving customer inquiries regarding order status and delivery
- Troubleshooting and creative problem solving
CSR Supervisor
MAXIMUS FEDERAL SERVICE
11.2019 - 08.2020
- Overseeing and assessing customer service staff activities, and providing them with regular performance-related feedback.
- Strategizing and monitoring daily activities of customer service operation.
- Assisting customer service staff with duties where required.
- Training staff in areas of customer service and company policies.
- Managing cashier coverage and customer flow to ensure proficient customer service.
- Monitoring and authenticating returns, exchanges and voids.
- Investigating and solving customer service complaints.
- Assisting with development and implementation of service policies, and explaining these to staff and customers.
- Maintaining documentation pertaining to customer service department activities.
- Monitor business and process metrics to measure and manage customer service effectiveness.
- Prepare documentation and reports on routine customer correspondence for future reference purpose.
- Provide supervision and technical assistance to customer service team to attain departmental and organizational goals.
- Performing additional duties where needed
Case Worker / Data Entry
The Bridge
01.2017 - 05.2018
- Assessing cases and compiling case reports containing relevant information.
- Ensuring that case reports are kept up to date.
- Providing support, guidance, and counsel to families in need.
- Making referrals or introductions to other agencies.
- Scheduling and escorting individuals to appointments with legal aid workers, counselors, doctors, etc.
- Monitoring visits between at-risk or fragile children and family members.
- Motivating individuals to participate in rehabilitation programs.
- Reporting abuse.
- Entering all necessary data.
Special Orders Assistant/Call Center/Data Entry
Zales Corporations
06.2015 - 01.2017
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Provide accurate and appropriate information in response to customer inquiries.
- Maintained up-to-date records at all times.
- Ran Reports and supplied data to fulfill customer report requirements.
- Built customer loyalty by placing follow-up calls for customers who reported product issues.
- Properly directed inbound calls in phone queues to improve call flow.
- Verified and logged in deadlines for responding to daily inquiries.
- Identified and resolved system and account issues.
- Eliminated outdated records by sending the records to be scanned.
Education
High school diploma or GED - General Studies
Macarthur High School
Irving, TX06.2012
Skills
- Typing
- Customer service
- Live Chat
- Microsoft Access
- Computer Skills
- Operating systems
- Computer skills
- Help Desk (2 years)
- Supervising Experience
- Security
- Troubleshooting
- SAP
- Materials handling
- Deltek
- Dispatching
- Technical Support (1 year)
- Desktop Support
- Banking
- Microsoft Office
- Warehouse experience (3 years)
- Operations management
- Excel
- Microsoft Word
Certification
- Guard Card
- Driver's License
- Forklift Certification
Timeline
CSR/Dispatch
Empire Auto Parts
04.2024 - Current
Level II Security Officer
Reynolds Security / P3A
01.2023 - Current
Emergency Response Dispatcher
US Ecology
05.2021 - 06.2023
CSR Supervisor
MAXIMUS FEDERAL SERVICE
11.2019 - 08.2020
Trade Customer Support Specialist
Whirlpool Corporation
06.2018 - 06.2023
Case Worker / Data Entry
The Bridge
01.2017 - 05.2018
Special Orders Assistant/Call Center/Data Entry
Zales Corporations
06.2015 - 01.2017
High school diploma or GED - General Studies
Macarthur High School
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