Janiya Williams
Bear,DE
Summary
Strategic leader in management field known for high productivity and efficient task completion. Possess specialized skills in operational strategy, team leadership, and conflict resolution. Excel in communication, adaptability, and problem-solving to achieve organizational goals.
Overview
5
5
years of professional experience
Work History
Customer Service Manager
DBW Tax Services
Jenkintown, Pennsylvania
01.2020 - Current
- Explained benefits, features, and recommendations to maximize client retention.
- Provided resolution of unusual billing by conducting research, reviewing findings and making recommendations.
- Delegated work to staff, setting priorities and goals.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Organized client contracts, records, and reports to strengthen traceability.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Developed policies and procedures related to customer service operations.
- Reviewed accounts for payments received or approved credit arrangements.
- Assisted in developing an effective system for tracking client requests from initial contact through resolution.
- Resolved customer inquiries and complaints requiring management-level escalation.
Education
Some College (No Degree) - Business Education
Santa Clara University
Santa Clara, CASkills
- Staffing coordination
- Metric tracking
- Complaint resolution
- Training and mentoring
- Billing and filing
- Exceptional interpersonal communication
- Research
- Schedule coordination
- Customer focused
- Support case resolution
- Escalation handling
- Time management
- Social media monitoring
- Skilled multi-tasker
- Superior computer skills
- Decision-making
- Problem-solving
- Relationship building
- Sales proficiency
- Microsoft outlook, word, and Excel
Timeline
Customer Service Manager
DBW Tax Services
01.2020 - Current
Some College (No Degree) - Business Education
Santa Clara University