Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Ericka Williamson

Saginaw,MI

Summary

Diligent professional brings top skills in customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals.

Overview

31
31
years of professional experience

Work History

Technical Specialist

AT&T
Saginaw, MI
06.2013 - Current
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Resolved customer inquiries regarding system setup and usage via phone and email support tickets.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Followed up with customers post-resolution to ensure satisfaction levels.
  • Served as first point of contact for incoming technical service calls and emails.
  • Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
  • Collaborated effectively with various departments to achieve timely resolution of complex cases.

Client Service Representative

Citizens Bank
07.2011 - 06.2013
  • Provided exceptional customer service to customers by answering inquiries, resolving complaints and processing transactions in a timely manner.
  • Processed deposits, withdrawals, transfers, loan payments and other transactions accurately and efficiently.
  • Assisted customers with opening new accounts, ordering checks, and setting up online banking services.
  • Cross-sold bank products such as savings accounts and credit cards to existing clients.
  • Maintained confidentiality of bank records, transactions and customer information.
  • Participated in weekly training sessions to stay abreast of changes in banking regulations.

Customer Service Representative

Ameritech
Saginaw, MI
05.1995 - 04.2010
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Provided exceptional customer service to ensure customer satisfaction.

Customer Experience Sales Floor Associate

Macy's
Saginaw, MI
08.1993 - 05.1995
  • Greeted customers promptly, offering assistance to improve shopping experience.
  • Engaged positively with each customer, providing professional, and polite support for sales and service needs.
  • Provided information to customers concerning sales, promotions and store policies.
  • Operated point of sale systems, managing cash and card transactions securely.

Education

High School Diploma -

Saginaw High School
Saginaw, MI
06-1991

Some College (No Degree) - Health Sciences

Saginaw Valley State University
University Center, MI

Skills

  • Customer service excellence
  • Technical Troubleshooting
  • Online Chat Support
  • Customer Needs Assessment
  • Analytical Thinking
  • Data Entry
  • Problem-solving abilities
  • Escalation management
  • Microsoft PowerPoint
  • Call Center Operations
  • Customer Relationship Management (CRM)
  • Inbound and Outbound Calling

References

References available upon request

Timeline

Technical Specialist

AT&T
06.2013 - Current

Client Service Representative

Citizens Bank
07.2011 - 06.2013

Customer Service Representative

Ameritech
05.1995 - 04.2010

Customer Experience Sales Floor Associate

Macy's
08.1993 - 05.1995

High School Diploma -

Saginaw High School

Some College (No Degree) - Health Sciences

Saginaw Valley State University

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Ericka Williamson