Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Timeline
Generic

Fantasia Williams

Grand Prairie,TX

Summary

Dynamic and results-driven professional with extensive experience in customer service and team leadership. Skilled in cash handling and conflict resolution, I excel at building relationships and training staff to enhance performance. Committed to delivering exceptional service and fostering a positive environment that encourages repeat business.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Shift Leader

Twin Peaks
Round Rock, TX
02.2023 - 03.2025
  • Coordinated with the kitchen crew, bussers, and hosts to get ready for and serve guests.
  • Supervised cash handling procedures including counting drawers at beginning and end of shifts.
  • Developed rapport with regular customers to encourage repeat business.
  • Provided exceptional service to high volume of daily customers.
  • Provided guidance and support to team members on all aspects of the restaurant operations.
  • Observed food safety and sanitation protocols to reduce germ spread.
  • Oversaw the production, presentation, and preparation of food by quality standards.
  • To impart knowledge of various company programs to newly hired staff, I offered guidance, leadership, and insight.
  • Greeted visitors with a warm demeanor and brought drinks as they looked over the menu.

Customer Service Representative

Concentrix
Waco, TX
01.2021 - 01.2023
  • Conducted research to identify cost-effective healthcare solutions for clients.
  • Participated in team meetings and provided input on ways to improve operational efficiency.
  • Assisted members to enhance current plans with supplemental benefits to boost sales.
  • Participated in weekly training sessions to improve product knowledge and enhance company growth.
  • Analyzed clients' needs and financial situations to customize insurance policies for individual necessity.
  • Provided guidance to customers regarding eligibility criteria for various health plans.
  • Answered phone calls promptly and responded to emails within 24 hours.
  • Resolved customer complaints or escalated them as necessary in a timely manner.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Maintained a high level of professionalism when dealing with difficult customers.

CSR - Customer Service Representative

Empereon Constar
Waco, TX
04.2020 - 12.2020
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Monitored customer satisfaction levels through surveys and feedback forms.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Followed up with customers to ensure their satisfaction.
  • Identified customer needs and provided appropriate solutions.
  • Developed strong relationships with customers to ensure satisfaction and loyalty.

CSR - Customer Service Representative

Everise
Waco, TX
08.2018 - 03.2020
  • Utilized CRM software to document customer interactions, feedback, and resolutions.
  • Assisted with customer inquiries, complaints, and requests for information regarding insurance policies.
  • Navigated computer system to look up customer information and update policies.
  • Greeted customers and provided prompt, courteous service.
  • Assisted customers with filing and tracking of insurance claims, ensuring timely resolution.
  • Identified opportunities for process improvements based on customer feedback.
  • Researched relevant policy information to answer customer questions.
  • Processed claims for payment or forwarded to appropriate personnel for further investigation
  • Examined claims, records and procedures to grant approval of coverage.
  • Developed strong relationships with clients by providing exceptional customer service.

Assistant Store Manager

CEFCO Convenience Stores
Mexia, TX
01.2016 - 01.2017
  • Conducted regular performance reviews of staff members in order to identify areas for improvement.
  • Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
  • Monitored sales activities to ensure that customers receive satisfactory service and quality goods.
  • Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
  • Provided training to new employees on company policies and procedures.
  • Managed day-to-day operations including scheduling shifts, assigning tasks.
  • Resolved customer complaints in a timely manner and addressed any issues that may arise during store hours.
  • Developed an effective system for tracking inventory levels, ensuring stock is available when needed.
  • Supervised cash handling processes to ensure accuracy of transactions.
  • Maintained a safe working environment by enforcing safety regulations.
  • Oversaw daily cash handling procedures, reconciling discrepancies as necessary.
  • Supervised cashiers in processing credit, debit and cash payments to streamline sales.

Assistant Store Manager

Dollar General
Waco, TX
01.2015 - 01.2016
  • Conducted regular performance reviews of staff members in order to identify areas for improvement.
  • Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Developed an effective system for tracking inventory levels, ensuring stock is available when needed.
  • Supervised cash handling processes to ensure accuracy of transactions.
  • Maintained inventory by checking merchandise to determine levels.
  • Maintained a safe working environment by enforcing safety regulations.
  • Implemented successful business strategies to increase revenue and target new markets.
  • Oversaw daily cash handling procedures, reconciling discrepancies as necessary.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Handled complaints from customers by empathetically listening, recording details and offering solutions.

Education

High School Diploma -

Home School
Waco, TX
08-2015

Skills

  • Cash handling
  • Food safety
  • Team leadership
  • Employee training
  • Customer service
  • Staff scheduling
  • Conflict resolution
  • Relationship building
  • Verbal and written communication
  • Client support
  • Multitasking
  • Self motivation
  • Sales strategies
  • Time management
  • Performance reviews
  • Communication skills

Certification

Food handler certificate

Personal Information

  • Willing To Relocate: Anywhere
  • Authorized To Work: US for any employer

Timeline

Shift Leader

Twin Peaks
02.2023 - 03.2025

Customer Service Representative

Concentrix
01.2021 - 01.2023

CSR - Customer Service Representative

Empereon Constar
04.2020 - 12.2020

CSR - Customer Service Representative

Everise
08.2018 - 03.2020

Assistant Store Manager

CEFCO Convenience Stores
01.2016 - 01.2017

Assistant Store Manager

Dollar General
01.2015 - 01.2016

High School Diploma -

Home School

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Fantasia Williams