D'Ocha Williams
Las Vegas,NV
Summary
Knowledgeable and proactive customer service team member with advanced call management and problem resolution skills. Adapts quickly to new needs and policies. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities.
Overview
13
13
years of professional experience
Work History
Office Assistant Manager
Complete AC and Heat
Las Vegas, NV
05.2020 - Current
- Collected and coded various documents to prepare for filing, storage and processing.
- Scheduled and coordinated meetings, appointments and travel arrangements for managers or supervisors.
- Monitored office inventory to maintain supply levels.
- Answered telephones, directed calls and took messages.
Customer Service Representative
Sierra Air Conditioning & Plumbing
Las Vegas, Nv
02.2024 - 05.2024
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Answered customer inquiries and provided accurate information regarding products and services.
Travel Counselor
Telus International
Las Vegas, NV
02.2022 - 03.2023
- Responded immediately to clients' questions, issues and complaints and found effective solutions when required.
- Handled travel arrangements for groups, couples, executives and special needs clients.
- Took payments via credit and debit cards and handled sensitive information with professionalism and discretion.
- Created travel itineraries and made adjustments to meet client specifications.
- Researched hotels and airfare options to best meet client needs and expectations.
Customer Service Representative
Catapult Fundraising
Henderson, NV
01.2022 - 02.2022
- Provided primary customer support to internal and external customers.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
Senior Customer Service Representative
Sitel
Las Vegas, NV
10.2018 - 01.2020
- Maximized satisfaction by anticipating needs and consistently offering expert support
- Investigated and resolved customer concerns related to order inquiries and delivery tracking
- Answered customer questions about policies and procedures with friendly and knowledgeable approach
- Handled customers' advanced needs with properly escalated calls and scheduled service appointments
- Recaptured customer loyalty with expertise in de-escalating conflicts and building personalized solutions.
Customer Service Representative
C3/CustomerContactChannels
Las Vegas, NV
12.2015 - 05.2016
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided information regarding charge accounts and loyalty programs.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Sales Associate
The Cosmetics Company Store
Las Vegas, NV
03.2015 - 12.2015
- Educated customers on available product options to meet and exceed customer service experience
- Managed and maintained displays as indicated by planograms, end caps, and bulk stack instructions
- Initiated inventory control measures to sustain stock levels and helped to order new inventories
- Provided high-quality customer service to optimize customer purchasing and payment process.
Customer Service Representative
McGuire Research Services
Las Vegas, NV
08.2014 - 01.2015
- Protected customer and company information with strict use of established security procedures
- Contributed to billing accuracy by determining charges for services requested, collecting deposits, and arranging long-term payment plans
- Answered customer questions about policies and procedures with friendly and knowledgeable approach
- Maximized satisfaction by anticipating needs and consistently offering expert support.
Student Worker
Liberty High School
Henderson, NV
09.2012 - 06.2013
- Maintained professional operations by keeping customer and worker areas clean, neat, and tidy
- Helped to increase business efficiency and profitability with recommended process optimizations
- Restocked items regularly, opening, processing, and organizing new shipments.
Education
Diploma -
Liberty High School
06.2013
Cosmetology - Cosmetics
Paul Mitchell The School
Skills
- Calm and Professional Under Pressure
- Customer Account Management
- Efficient and Detail-Oriented
- Verbal and Written Communication
- Time management
- Task prioritization
- Microsoft Word
- Data entry
- Customer service
Affiliations
- Spanish Honors II
Skills
- Customer service
- Data entry
- Time management
- Communication skills
- Problem solving
- Customer support
Timeline
Customer Service Representative
Sierra Air Conditioning & Plumbing
02.2024 - 05.2024
Travel Counselor
Telus International
02.2022 - 03.2023
Customer Service Representative
Catapult Fundraising
01.2022 - 02.2022
Office Assistant Manager
Complete AC and Heat
05.2020 - Current
Senior Customer Service Representative
Sitel
10.2018 - 01.2020
Customer Service Representative
C3/CustomerContactChannels
12.2015 - 05.2016
Sales Associate
The Cosmetics Company Store
03.2015 - 12.2015
Customer Service Representative
McGuire Research Services
08.2014 - 01.2015
Student Worker
Liberty High School
09.2012 - 06.2013
Diploma -
Liberty High School
Cosmetology - Cosmetics
Paul Mitchell The School