Ebony Williams
Contact Representative
Kansas City,MO
Summary
As a seasoned professional with over 19 years of customer maintenance, conflict resolution, record keeping, and record retention, I am excited to pursue the next chapter in my customer service career. My background includes roles such as Senior Customer Support Analyst and Support Agent at UPS where I have honed unmatched communication skills, employee relations expertise, and the ability to work in a team. Additionally, I am on a mission to attain a Master's Degree in Business Management which will further enhance my qualifications.
Overview
19
19
years of professional experience
4
4
years of post-secondary education
Work History
Senior Customer Support Analyst
UPS
08.2021 - Current
- Collaborated with cross-functional teams to resolve escalated customer issues, leading to improved relationships and client retention.
- Managed high-priority cases effectively, ensuring swift resolution of critical incidents that could impact business continuity or reputation.
- Monitored over 800 shipments daily
- Developed training materials and conducted workshops enhancing the skillset of new hires and existing team members alike.
- Negotiate with customers when issues arise.
- Enhanced team productivity by creating streamlined processes for addressing customer concerns.
- Reduced average response time by optimizing workflows and utilizing advanced troubleshooting techniques.
- Improved customer satisfaction by providing timely and accurate resolutions to complex technical issues.
- Performed administrative duties using computer software to review and resolve discrepancies
Support Agent
UPS
09.2005 - 08.2021
- Maintained extensive knowledge of competitors' offerings and relevant industry news enabling well-informed recommendations for customers on how best to address their support requirements.
- Delivered professional phone and email support, maintaining a consistently positive tone throughout all communications.
- Collaborated with cross-functional teams to identify and resolve complex customer problems.
- Maintained detailed records of customer interactions, ensuring accurate tracking and follow-up.
- Provided excellent customer service, resulting in high levels of customer loyalty and retention.
- Streamlined support processes for increased efficiency and faster response times.
Education
Bachelor of Science - Business Administration
Park University
Parkville, MO 08.2020 - 05.2023
Associate of Arts - General Studies
Metropolitan Community College - Kansas City
Kansas City, MO 08.2018 - 07.2020
Skills
Escalation Handling
Teamwork and Collaboration
Excellent Communication
Microsoft Windows and Office
Active Listening
Time management abilities
Customer service expert
Self Motivation
Multitasking
Creative Issue Resolution
Details - Email
MisseWilliams78@gmail.com
Timeline
Senior Customer Support Analyst
UPS
08.2021 - Current
Bachelor of Science - Business Administration
Park University
08.2020 - 05.2023
Associate of Arts - General Studies
Metropolitan Community College - Kansas City
08.2018 - 07.2020
Support Agent
UPS
09.2005 - 08.2021