Heidi Williams
Dallas,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Advisor
Nelnet
- Answered customer questions and resolved concerns quickly to maximize satisfaction.
- Maintained business records by updating customer information.
- Used various skills to resolve problems in reasonable amount of time.
- Walked customers through online demonstrations to support better understanding of product features.
- Monitored customer issues to deliver best resolution course, following steps involved for appropriate procedures.
- Maintained understanding of company computer software, products and services.
- Handled customer service issues by professionally answering customers' questions and inquiries.
- Evaluated trends in customer service issues to analyze complaints and identify opportunities for improvement.
- Managed over 50 customer calls per day
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Updated databases with new and modified customer data.
Customer Service Representative
Charter Communnications
01.2018 - 02.2020
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Responded to customer requests for products, services and company information.
- Compiled customer feedback and recommended service delivery improvements to management.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed over 50 customer calls per day
Sales Representative
T-Mobile
06.2016 - 12.2017
- Resolved challenging situations with friendly but firm strategies.
- Reviewed collection reports to determine the status of collections and amounts of outstanding balances.
- Recorded all information regarding the financial status of customers.
- Counseled debtors on payment options and arranged installment agreements.
- Handled high volume of inbound calls about the reconciliation of delinquent accounts.
- Identified, researched and resolved billing variances to maintain system accuracy and currency.
- Used probing techniques to determine debtors' reasons for delinquency.
- Processed payments and contracts on accounts.
- Negotiated to collect the balance in full.
- Managed over 50 customer calls per day.
Education
Associate of Arts - Biology
Remington College
Garland, TX06.2016
High School Diploma -
Lakeview Centennial High School
Garland, TX06.2015
Skills
- Computer proficient
- Professional telephone demeanor
- Account Management
- Report preparation
- Microsoft Office expertise
- Written and oral communication
- Customer Service
- High-volume call centers
- Adaptive team player
- Data evaluation
- Inbound and Outbound Calling
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Resolved product issue through consumer testing.
- Used Microsoft Products to develop inventory tracking.
Certification
- Chancellor's scholarship
- Biology Club member
- Dean's List
Timeline
Customer Service Representative
Charter Communnications
01.2018 - 02.2020
Sales Representative
T-Mobile
06.2016 - 12.2017
Customer Service Advisor
Nelnet
Associate of Arts - Biology
Remington College
High School Diploma -
Lakeview Centennial High School
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