Summary
Overview
Work History
Education
Skills
Timeline
Generic

Emmanuel Williams

Ruskin,FL

Summary

Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

4
4
years of professional experience

Work History

Cashier Team Lead

Cashier Team Lead

Customer Service Representative

Alorica
01.2020 - 08.2023
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Tracked customer service cases and updated service software with customer information.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.

Education

Associate of Science - Criminal Justice

Georgia State University
Atlanta, GA
05.2023

Skills

  • Meeting Quotas
  • Money Handling
  • Eligibility Checks
  • Investigate Claims
  • Issue and Complaint Resolution
  • Client Relations Skills
  • Active Listening Skills
  • Credit Card Fraud
  • Dispute Resolution
  • Banking Standards
  • Credit and Collections

Timeline

Customer Service Representative

Alorica
01.2020 - 08.2023

Cashier Team Lead

Cashier Team Lead

Associate of Science - Criminal Justice

Georgia State University
Emmanuel Williams