Heather Williamson

Working in the Customer Service Department requires high levels of customer service, multi-tasking capabilities, independence, good judgment, patience, pace, and sizable knowledge of the Genesis and data bases.

• Consistently performs above average
• Recognized as a top-performing employee among thousands of peers.

Exceeded set quality benchmarks by achieving 102.65%.

Achieved 108.79% of CXI objective.

Net promoter 123.61% to goal

AHT 131.67% to goal

Schedule adherence 102.65% to goal

• Engaged with clients to assess and address service and billing concerns effectively.
• Delivered service and support to each customer, paving way for future business opportunities.
• Handled difficult customer situations with composure and a positive approach.
• Logged client discussions to oversee requests, challenges, and solutions.
• Escalated customer concerns, store issues and inventory requirements to supervisors.
• Reviewed account details to pinpoint challenges and propose resolutions.
• Informed customers about billing procedures, processed payments and provided payment option setup assistance.
• Managed inbound calls and transferred them to relevant departments.

• Responsible for day-to-day operations of branch, developed new sources of business, providing knowledge and expertise to employees regarding loan and insurance products
• Made judgement of credit worthiness, delinquency decision, collection, and serviced accounts
• Responded to routine inquires and complaint from customers regarding financial products and services, and managed loan portfolios
• Managed human resources established production goals for optimizing profitability and controlled operating expenses
• Performed administrative tasks such as cash drawer management, answered telephones, routine typing filing, ordering supplies, and paying bills.

• Responded to routine inquiries and complaints from customers regarding financial products and services
• Sold real estate, personal, and retail loans as well as insurance products
• Made recommendation of credit worthiness
• Performed every aspect of the loan process from application to closing the sale, and collections
• Performed administrative tasks such as cash drawer management, answered telephone
• Routine typing filing, ordering supplies, and paying bills.