EunGanea Willis
Philadelphia,MS
Summary
Enthusiastic individual experienced in analyzing issues on service calls and finding effective solutions. Offering engaging and pleasant personality with expertise building customer relationships. Outstanding diagnostics skills. Diligent problem-solver with resourceful approach to challenges and organized style. Excellent communicator with focus on results.
Overview
8
8
years of professional experience
Work History
Sales Representative
AT&T
05.2025 - Current
- 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.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
- Increased repeat business by fostering trust-based relationships with key accounts through regular communication.
- Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
- Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
- Collaborated with marketing to create impactful promotional materials for increased brand awareness.
- Utilized CRM software to manage client information, track leads, and monitor sales progress.
- Fostered collaborative environment, sharing best practices among sales team.
- Cultivated deep understanding of product features to answer questions and overcome objections.
- Boosted team morale and productivity by leading weekly sales strategy meetings.
- Implemented CRM tools to track customer interactions and sales progress.
Key Holder Supervisor
Shoe Department
08.2024 - 05.2025
- Completed store opening and closing procedures.
- Counted out cash drawers and balanced totals.
- Updated store displays frequently to maintain freshness in presentation while highlighting key products or trends effectively.
- Improved customer service by projecting friendly and knowledgeable attitude.
- Managed daily store operations, including opening and closing procedures, cash handling, and staff scheduling.
- Handled escalated customer issues calmly and professionally while working towards mutually beneficial resolutions in alignment with company values.
- Received and counted money.
- Trained new employees on company policies, procedures, and best practices to ensure consistent performance across the team.
- Trained and mentored new employees.
- Addressed customer concerns promptly and professionally, leading to improved customer experiences and stronger relationships.
Technician
Nissan North America, Inc.
01.2021 - 01.2024
- Maintained quality assurance and customer satisfaction objectives.
- Executed diagnostics, troubleshooting and evaluations.
- Organized work to meet demanding production goals.
- Completed job reports and logs immediately following service calls.
- Set up and performed test activities.
- Performed complex mechanical alignments and calibration of equipment to quality standards.
- Kept work consistently compliant with 5S standards.
- Implemented, configured and optimized safety standards.
- Determined maintenance requirements and assigned repairs to qualified employees.
- Managed team performance by training, mentoring, disciplining and motivating employees.
Front Desk Associate
Comfort Inn & Suites
11.2019 - 02.2021
- Maintained cleanliness and organization of front desk area.
- Managed over 50 calls everyday.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Used internal software to process reservations, check-ins and check-outs.
- Performed basic daily bookkeeping tasks.
- Answered guest questions and referred to local points of interest.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Collected room deposits, fees and payments.
- Kept accounts in balance and ran daily reports to verify totals.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Asked customers questions to meet special requests.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Politely welcomed arriving guests, providing room keys and information on amenities and policies.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
Customer Service Cashier
Bluesky
12.2020 - 01.2021
- Resolved customer complaints and maintained clean and tidy checkout area.
- Enabled customers to feel welcomed, important and appreciated by answering questions about products sold throughout store.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Handled approximately daily credit and cash transactions for customers with accuracy and speed.
- Counted money in drawers at beginning and end of each shift.
- Maintained reports of transactions and greeted customers when entering and leaving establishment.
- Processed accurate and efficient sales and return transactions to facilitate customer satisfaction.
- Sold lottery tickets and fish and game licenses.
- Completed file maintenance log for price discrepancies.
- Verified deactivation and removal of Electronic Article Surveillance Tags from products at point of sale.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Used POS system to enter orders, process payments and issue receipts.
- Checked identification for proof-of-age for alcohol and tobacco sales.
- Monitored self-checkout systems and provided assistance or intervention where required.
- Demonstrated product features, answered questions, and redirected objections to highlight positive aspects.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Lifted up to 80 pounds at once and used forklift to move heavier loads.
Front Desk Associate
Quality Inn
09.2019 - 02.2020
- Maintained cleanliness and organization of front desk area.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Used internal software to process reservations, check-ins and check-outs.
- Performed basic daily bookkeeping tasks.
- Answered guest questions and referred to local points of interest.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Collected room deposits, fees and payments.
- Kept accounts in balance and ran daily reports to verify totals.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Politely welcomed arriving guests, providing room keys and information on amenities and policies.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Increased sales by 5%
Customer Service Agent
Startek USA
03.2018 - 02.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
- Recommended products to customers and suggested other options if preferred product was unavailable.
- Provided primary customer support to internal and external customers.
- Educated customers on company systems, form completion and access to services.
- Facilitated communications through management of inbound and outbound customer calls.
- Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Resolved over 30 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
- Entered customer information into customized computer system with HP to document and organize client records.
- Adapted to new applications and maintained knowledge of current technologies.
- Contacted customers to return routine and general calls promptly.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
Education
Associate of Science - Medical Insurance Coding and Billing
Keiser University
Fort Lauderdale, FL07.2022
High School Diploma - undefined
Brandon High School
Brandon, MS05.2014
Skills
- Attention to Detail
- Work Planning and Prioritization
- Verbal and Written Communication
- Six Sigma Methodologies
- Reading Comprehension
- Social Perceptiveness
- Clerical Support
- Active Learning
- Accounts Payable and Accounts Receivable
- Office Supplies and Inventory
- Reminder Calls
- Paperwork Processing
- Call Transfers
Timeline
Sales Representative
AT&T
05.2025 - Current
Key Holder Supervisor
Shoe Department
08.2024 - 05.2025
Technician
Nissan North America, Inc.
01.2021 - 01.2024
Customer Service Cashier
Bluesky
12.2020 - 01.2021
Front Desk Associate
Comfort Inn & Suites
11.2019 - 02.2021
Front Desk Associate
Quality Inn
09.2019 - 02.2020
Customer Service Agent
Startek USA
03.2018 - 02.2020
Associate of Science - Medical Insurance Coding and Billing
Keiser University
High School Diploma - undefined
Brandon High School