Emily Williams
Mesquite
Summary
Motivated professional with several years of experience across diverse industries. Proven administrative abilities and strong interpersonal skills contribute to team success and operational efficiency. Seeking opportunities to leverage skills in a dynamic organization for mutual growth.
Overview
4
4
years of professional experience
Work History
Contact Center Support Representative
US Mint
06.2023 - Current
- Answer product related questions
- Utilizes all available methods, including on-line systems and other resources, to perform skip trace work to establish contact with account holders
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Sales Representative
Kite USA
08.2021 - 05.2023
- Serves customers by selling products and meeting customer needs.
- Services existing accounts, obtains orders, and establishes new accounts by planning and organizing daily work schedule to call on existing or potential sales outlets and other trade factors.
- Adjusts content of sales presentations by studying the type of sales outlet or trade factor.
- Monitors competition by gathering current marketplace information on pricing, products, new products, delivery schedules, and merchandising techniques.
- Recommends changes in products, service, and policy by evaluating results and competitive developments.
- Resolves customer complaints by investigating problems, developing solutions, preparing reports, and making recommendations to management.
- Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies.
- Contributes to team effort by accomplishing related results as needed.
Education
No Degree - Business Administration
Eastfield College
Mesquite, txHigh School Diploma -
Rockwall High School
Rockwall, tx07.2021
Skills
- Selling products and services using solid arguments to prospective customers
- Performing cost-benefit analyses of existing and potential customers
- Maintaining positive business relationships to ensure future sales
- Good interpersonal skills & excellent customer service skills
- Excellent verbal and written communications skills
- Ability to work in a team-oriented environment
- Ability to pay close attention to detail
- Critical thinking and analytical skills
- Ability to absorb professional knowledge quickly and proficiently
- Ability to identify and respond appropriately to urgent situations and resolve conflict
- Ability to work in a highly structured environment
- Customer satisfaction
- Remote support
- Organization
- Microsoft office
- Call center experience
- Escalation handling
- Documentation
- Hardware troubleshooting
- Dispute resolution
- Social media
- Teamwork and collaboration
- Customer service
Timeline
Contact Center Support Representative
US Mint
06.2023 - Current
Sales Representative
Kite USA
08.2021 - 05.2023
No Degree - Business Administration
Eastfield College
High School Diploma -
Rockwall High School
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