Summary
Overview
Work History
Skills
Timeline
Generic

Jessica Williams

Lexington,SC

Summary

Dedicated customer service representative with extensive experience in enhancing customer satisfaction and streamlining operations, particularly at Spectrum. Proven expertise in CRM software and team building, leading to significant improvements in service delivery through strategic problem-solving and quality control measures. Recognized for cultivating relationships that drive business growth and foster partnerships, contributing positively to overall company success. Committed to maintaining high levels of customer satisfaction while supporting operational efficiency.

Overview

16
16
years of professional experience

Work History

CSR, Sales

Spectrum
West Columbia, SC
09.2024 - Current
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Greeted and assisted customers to foster positive experiences.
  • Performed account maintenance duties such as updating customer information in CRM system.
  • Educated customers on product features and benefits so that they can make informed decisions when purchasing a product or service.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Responded promptly to all incoming sales inquiries from potential customers.

CSR

Century Glass
Columbia, SC
05.2024 - 07.2025
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Provided customer service support to customers over the phone and by email.
  • Handled customer inquiries and complaints in a timely manner.

Assistant Manager

Zaxbys
Lexington, SC
04.2023 - 04.2024
  • Maintained up-to-date knowledge of company products and services.
  • Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Established processes for monitoring customer satisfaction levels.
  • Managed customer service inquiries and complaints in a timely manner.
  • Communicated regularly with customers to gain insights into their needs.
  • Supervised daily operations including scheduling shifts, assigning duties.

Quality Control

Mars Petcare
Columbia, SC
10.2009 - 04.2022
  • Inspected products for defects and conformance to customer specifications using precision measuring instruments.
  • Notified supervisors or other relevant personnel of test or production issues.
  • Adhered strictly to Good Manufacturing Practices guidelines at all times.
  • Verified accuracy of product labels, including expiration dates and lot numbers.
  • Documented nonconformities and recommended techniques for prompt resolution.
  • Generated reports summarizing inspection results, defect trends, and other statistical data.
  • Oversaw proper tagging and identification of parts and components, enabling rejected or non-repairable parts to be properly marked, quarantined and rendered unusable.
  • Examined products and materials for defects or deviations to remove or discard non-conforming items.
  • Tested finished goods prior to shipment according to established protocols.
  • Made adjustments to equipment or calibrated instruments to required tolerances.
  • Oversaw disposal of products, materials and equipment not in compliance with tolerances, safety standards, or quality levels.
  • Compared product and materials colors, shapes, textures and grades with predetermined templates.
  • Inspected, tested and measured materials for conformance to specifications and regulatory requirements.

Skills

  • Call center experience
  • CRM software
  • Complaint handling
  • Customer focus
  • Complaint resolution
  • Scheduling
  • Non-conformance reporting
  • Sampling procedures
  • Raw materials testing
  • Quality processes
  • Visual inspection
  • Sampling protocols
  • Equipment calibration
  • Mastery of quality processes
  • Quality control
  • Sampling methods
  • Decision-making
  • Sales reporting
  • Team motivation
  • Customer rapport
  • Schedule oversight
  • Money handling
  • Customer relations
  • Problem-solving
  • Compliance
  • Closing oversight
  • Team building

Timeline

CSR, Sales

Spectrum
09.2024 - Current

CSR

Century Glass
05.2024 - 07.2025

Assistant Manager

Zaxbys
04.2023 - 04.2024

Quality Control

Mars Petcare
10.2009 - 04.2022

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Jessica Williams