Emily Williams
Mesquite
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
4
4
years of professional experience
Work History
Quality Assurance
US Mint
06.2023 - Current
- Monitored and evaluated inbound and outbound customer service calls to ensure adherence to quality standards and company policies.
- Assessed agent performance using standardized scorecards and provided detailed feedback to support coaching and development.
- Identified areas of improvement in call handling, tone, compliance, and script adherence.
- Collaborated with team leads and supervisors to implement performance improvement plans based on QA insights.
- Maintained accurate and organized documentation of call evaluations and quality scores.
- Conducted calibration sessions with QA team and management to ensure scoring consistency and fairness.
- Compiled quality assurance reports and trend analysis to highlight recurring issues or training needs.
- Helped develop and refine quality standards and call evaluation criteria.
- Ensured compliance with regulatory requirements (e.g., HIPAA, GDPR, PCI) during call evaluations.
- Contributed to improved customer satisfaction and agent performance through targeted feedback and coaching suggestions.
Sales Representative
Kite USA
08.2021 - 05.2023
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Expanded customer base through cold calling, networking, and relationship building.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Increased repeat business by fostering trust-based relationships with key accounts through regular communication.
- Provided feedback from customers to product development team, influencing future product enhancements.
- Enhanced customer satisfaction by providing comprehensive product demonstrations.
- Exceeded sales targets through effective planning and goal setting.
Education
Rockwall High School
Rockwall, TXBusiness Administration
Dallas College
Dallas, TXSkills
- Quality assurance leadership
- Language quality assurance
- Customer service
- Active listening
- Critical thinking
- Customer relations
- Call center experience
- Relationship building
- Customer relationship building
- Interpersonal communication skills
- Sales expertise
- Product and service knowledge
Timeline
Quality Assurance
US Mint
06.2023 - Current
Sales Representative
Kite USA
08.2021 - 05.2023
Rockwall High School
Business Administration
Dallas College
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