Edward Williams
Rochester,NY
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.
Hardworking and passionate job seeker with strong organizational skills eager to secure leadership position. Ready to help team achieve company goals.
Overview
11
11
years of professional experience
Work History
Customer Service Chat Representative
Charter Communications, Spectrum
12.2023 - Current
- Worked closely with other departments as needed, ensuring proper collaboration for successful issue resolution.
- Collaborated with team members to ensure consistent and high-quality customer service across all channels.
- Promoted additional products or services when appropriate, contributing to company revenue growth.
- Maintained up-to-date knowledge of company products, services, and policies to provide accurate information to customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Adapted communication style according to individual customer preferences, creating a tailored support experience.
Customer Service Call Center Agent
Charter Communications, Spectrum
04.2022 - 12.2023
- Utilized excellent communication skills in both written and verbal forms to effectively address customer inquiries and concerns.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Reduced average call handling time through active listening, empathy, and effective problem-solving skills.
- Enhanced customer satisfaction by efficiently handling high call volumes and resolving issues promptly.
- Managed challenging situations calmly while maintaining professionalism throughout interactions with difficult callers.
- Followed up on open cases, ensuring timely resolution and customer satisfaction throughout the process.
Customer Service Supervisor
Herrema's Market Place
08.2013 - 03.2022
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
Education
Associate of Applied Science - Hospitality Management And Culinary Arts
Monroe Community College
Rochester, NY06.2019
Skills
- Strong Work Ethic
- Patience and Tolerance
- Complaint Handling
- Typing Speed
- Teamwork and Collaboration
- Multitasking Abilities
- Computer Skills
- Empathy Display
- Problem-solving abilities
- Excellent Communication
Accomplishments
Has won the Spectrum Mobile Silver Award throughout the course of working over the past 2 years four times from 2022-2024 .
Helped in our team TAP chat on multiple occasions to help other agents achieve sufficient metrics through de escalation tactics and problem solving account issue's that may arise.
Helped test decision tree troubleshooting to help improve and make more streamlined to use for agent's who have trouble in certain situations such as troubleshooting device's and billing.
Graduated from our rise to leadership program (Grow with Us) to achieve ways on how to continue to become a better leader for the company.
Has leveled up in the company currently chat representative 2 by properly handing chat's and providing quick resolution's for customers.
Timeline
Customer Service Chat Representative
Charter Communications, Spectrum
12.2023 - Current
Customer Service Call Center Agent
Charter Communications, Spectrum
04.2022 - 12.2023
Customer Service Supervisor
Herrema's Market Place
08.2013 - 03.2022
Associate of Applied Science - Hospitality Management And Culinary Arts
Monroe Community College
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