DIAMOND WILLIAMS
Suwanee,GA
Summary
Goal-oriented professional with a background in leading customer service teams. Bring experience managing escalated customer issues, training new hires, and implementing process improvements to enhance productivity. Strengths include strong communication skills, conflict resolution expertise, and adaptability to fast-paced environments. In previous roles, have consistently improved team performance through innovative strategies and motivational leadership.
Overview
10
10
years of professional experience
Work History
Customer Service Representative Team Lead
Storage Post
Atlanta
2023.05 - Current
- Aimed to address and resolve customer issues in one interaction through phone, written correspondence, or in-person communication
- Utilized Salesforce CRM to manage customer inquiries, track interactions, and ensure timely follow-ups, enhancing overall customer experience
- Prepared detailed reports and presentations for senior leadership, outlining key escalations, resolution timelines, and areas for improvement
- Coordinated with cross-functional teams to resolve complex customer issues and streamline communication processes
Customer Service Representative
Home Depot
Remote
2021.06 - 2023.05
- Handled 100-150 customer inquiries daily through chat, SMS, Email, and phone resulting in a 15% improvement in first call resolution and a reduction in customer escalations
- Maintained records of customer interactions, ensuring accurate details of inquiries and complaints, resulting in improved resolution time and customer satisfaction
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Created and managed customer support tickets using Salesforce CRM, ensuring accurate documentation, timely resolution, and seamless communication between teams
Administrative Assistant
Georgia Institute of Technology
Atlanta, GA
2018.01 - 2021.06
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships
- Ensured accurate record-keeping with diligent data entry and database management for vital company information
Human Resources Specialist
Army Reserve
2015.03 - 2019.01
- Revamped record filing system, leading to a reduction in document retrieval time and improved organization, saving hours per week for the team
- Streamlined strength management and distribution processes, resulting in an increase in efficiency and reducing operational costs
- Accountable for the readiness, health and welfare of soldiers
- Maintained employment records related to events such as hiring, termination, leaves, transfers, or promotions, using human resources management system software
- Secret Security Clearance
Education
Georgia Institute of Technology
Atlanta, GA06.2021
Skills
- Active Listening
- Business Development
- Computer Proficiency
- Customer Relations
- Customer Service
- Microsoft PowerPoint
- Multi-Line Telephone Operation
- Problem-Solving Ability
- Report Transcription
- Retail Sales
- Typing Proficiency
- Understanding
- Complaint Handling
- CRM Software
Timeline
Customer Service Representative Team Lead
Storage Post
2023.05 - Current
Customer Service Representative
Home Depot
2021.06 - 2023.05
Administrative Assistant
Georgia Institute of Technology
2018.01 - 2021.06
Human Resources Specialist
Army Reserve
2015.03 - 2019.01
Georgia Institute of Technology