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Hildie Williams
Belleville,MI
Summary
Accomplished Customer Service Specialist with 15 years of experience in high-volume, multi-channel support environments and remote operations. Expert at managing complex customer escalations, improving retention rates, and optimizing remote workflows to meet strict KPIs.
Overview
15
15
years of professional experience
Work History
Help Desk Technician
Nomad North LLC
Coxs Mills, West Virginia
11.2023 - 01.2026
- Resolved customer escalations by addressing concerns and implementing tailored solutions, enhancing customer satisfaction.
- Provided customer support for technical issues related to the online ordering process.
- Ensured timely updates of system software to maintain security standards.
- Monitored help desk ticketing system for prioritization of tasks.
- Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Customer Service Representative
UPS Store
Canton, USA
04.2019 - 12.2023
- Managed 80+ daily face-to-face, phone, and email interactions for a diverse clientele. Surpassed average AHT and QA benchmarks for multiple quarters by 12%. Partnered across departments to streamline onboarding, cutting churn by 5%.
- Managed 80+ daily face-to-face, phone, and email interactions for a diverse clientele. Exceeded quarterly AHT and QA benchmarks by an average of 12%. Partnered across departments to streamline onboarding, cutting churn by 5%.
- Resolved Tier 2 escalations regarding billing disputes, service outages, and account security issues with high first-contact resolution (FCR) rates.
- Exceeded quarterly AHT and QA benchmarks by an average of 12%.
- Collaborated with departments to streamline onboarding process, reducing customer churn by 5%.
- Provided guidance to customers on shipping methods and packaging solutions.
- Facilitated order processing and conducted transactions to ensure customer satisfaction.
- Oversaw inventory management and arranged stock for optimal accessibility.
Customer Care Representative
Aegis
Elkins, West Virginia
05.2011 - 01.2019
- Maintained a 92% First-Contact resolution rate for inbound setup and troubleshooting inquiries.
- Reduced customer onboarding time by 20% through application of up-to-date knowledge of client policies.
- Assisted customers with inquiries and resolved complaints efficiently.
- Fielded numerous customer calls to ensure prompt service while maintaining a positive attitude.
- Identified 30+ actionable feedback trends, contributing to 25% growth of internal knowledge base.
- Documented customer interactions accurately in the database.
Education
High School Diploma -
Elkins High School
Elkins, West Virginia 08.2004 - 05.2008
Skills
- Escalation management
- Omnichannel Support
- Technical Support
- Incident Management
- Salesforce
- Zendesk
- HubSpot CRM
- Zoho Desk
- Freshdesk
- Microsoft Office 365
- Slack
- Microsoft Teams
- Zoom
- Asana
- Google Workspace
Timeline
Help Desk Technician
Nomad North LLC
11.2023 - 01.2026
Customer Service Representative
UPS Store
04.2019 - 12.2023
Customer Care Representative
Aegis
05.2011 - 01.2019
High School Diploma -
Elkins High School
08.2004 - 05.2008