Jiya Williams
Selma,AL
Summary
Dynamic Customer Care Representative with extensive experience at Paramount Staffing, excelling in conflict resolution and relationship building. Recognized for enhancing customer satisfaction and loyalty through empathetic complaint handling and effective upselling. Proven ability to exceed performance metrics while mentoring new hires, leveraging strong product knowledge and exceptional communication skills.
Overview
7
7
years of professional experience
Work History
Customer Care Representative
Paramount Staffing ( Remote)
12.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
Customer Service Representative
ASK ( Remote)
06.2018 - 11.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
Education
High School Diploma -
Selma High School
Selma, AL05.2018
Skills
- Customer service
- Inbound customer service
- Data entry
- Call center experience
- Complaint handling
- Problem resolution
- Relationship building
- Payment processing
- Customer relations
- First call resolution
- Product knowledge
- Order processing
- Conflict mediation
- Appointment scheduling
Timeline
Customer Care Representative
Paramount Staffing ( Remote)
12.2023 - Current
Customer Service Representative
ASK ( Remote)
06.2018 - 11.2023
High School Diploma -
Selma High School