Holly Willis
Rochester,NY
Summary
Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Maximus Call Center
Rochester, NY
02.2024 - Current
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Provided exceptional customer service to ensure customer satisfaction.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Resolved customer complaints promptly and efficiently.
Manager
Goodwill Of Fingerlakes
Rochester, NY
06.2021 - Current
- Trained employees on additional job positions to maintain coverage of roles.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Greeted and encouraged feedback from customers to implement in-store operational changes.
- Conducted inventory counts by assessing current state of inventory integrity against target accuracy levels and tracking variances.
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
- Drove financial performance of assigned areas by verifying achieved sales and profit goals and implementing plans to correct deficiencies.
Customer Service
Nesco Resource
Rochester, NY
02.2021 - 06.2021
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Juggled multiple projects and tasks to ensure high quality and timely delivery.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Team Leader
Sutherland Global Services
Rochester, NY
07.2019 - 02.2021
- Delegated daily tasks to team members to optimize group productivity.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Assessed, motivated and empowered team members to work to build customer satisfaction and loyalty, to support retention and growth.
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
Customer Service Team Leader
Call Vista
Rochester, NY
11.2015 - 06.2019
- Motivated teams by recognizing and rewarding excellence.
- Set attainable daily, weekly and monthly goals and game plans.
- Provided daily direction to call center associates.
- Made certain associates adhered to schedules to achieve service goals.
- Held monthly meetings with associates to provide constructive feedback on performance.
- Attended job training to sharpen skills and keep informed of new products.
- Supported associates career development by discussing potential for growth within company.
- Utilized recognition and reward tools frequently to recognize achievements.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Provided exceptional customer service to ensure customer satisfaction.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Resolved customer complaints promptly and efficiently.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Education
Associate of Arts - Business Management, Accounting
Independence University
Salt Lake City, UT11.2019
Skills
- Staff development
- Sales Techniques
- Marketing
- Project management
Timeline
Customer Service Representative
Maximus Call Center
02.2024 - Current
Manager
Goodwill Of Fingerlakes
06.2021 - Current
Customer Service
Nesco Resource
02.2021 - 06.2021
Team Leader
Sutherland Global Services
07.2019 - 02.2021
Customer Service Team Leader
Call Vista
11.2015 - 06.2019
Associate of Arts - Business Management, Accounting
Independence University
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