Santressia Williams
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
Work History
Outbound Customer Service Representative
Sirius XM Enterprises
09.2020 - 09.2023
- Participated actively in team meetings, contributing valuable insights into ways of enhancing customer service delivery.
- Delivered constructive suggestions to supervisor for improving outbound sales development processes.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Maintained Salesforce records by logging prospecting activities, adding new contacts, and updating account information with useful intelligence.
Inbound Call Center Representative
Sitel Enterprises
02.2016 - 09.2020
- Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Improved first-call resolution rates by effectively utilizing resources and available tools.
Quality Assurance Specialist
Leading Edge Connections
05.2012 - 02.2016
- Developed strong relationships with customers through active listening, understanding their needs, and providing appropriate solutions
- Provided excellent customer service by promptly responding to inquiries and resolving customer complaints
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Ensured product compliance with industry regulations by staying up-to-date on relevant standards and guidelines, implementing necessary changes to maintain conformance.
- Implemented process improvements to increase productivity in quality assurance operations.
Education
High School Diploma -
Bertie Stem High School
Early Childhood Education -
James Sprunt
Bachelors Psychology -
University Of Arizona
Skills
- Customer Support
- Call Center Operations
- Salesforce & Omni
- Teams & Slack
- Five 9
- Inbound & Outbound Call Queues
- Chat & Email
- Patience and Tolerance
- Goal-Oriented
- Outbound Sales
- Data entry proficiency
- Phone-based research
- Customer Service
- Problem-solving skills
- Resolving issues
- Data Entry
- Quality Control
- Documentation And Reporting
- Quality Assurance
Awards
- Platinum Star Award 2020
- Perfect Representative Award 2021
- District Channel MVP 2022
References
References available upon request
Timeline
Outbound Customer Service Representative
Sirius XM Enterprises
09.2020 - 09.2023
Inbound Call Center Representative
Sitel Enterprises
02.2016 - 09.2020
Quality Assurance Specialist
Leading Edge Connections
05.2012 - 02.2016
High School Diploma -
Bertie Stem High School
Early Childhood Education -
James Sprunt
Bachelors Psychology -
University Of Arizona
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