Johnny Williams
Kansas City,MO
Summary
Customer experience professional with robust expertise in enhancing client satisfaction and loyalty. Proven ability to develop and implement strategies that improve overall customer interactions and operational efficiency. Strong collaborator known for driving team success and adapting to evolving business needs. Skilled in problem-solving, communication, and relationship management, ensuring positive customer outcomes and consistent results.
Overview
16
16
years of professional experience
Work History
Customer Experience Executive
Americo Financial Life & Annuity Insurance
03.2014 - Current
- Maintained comprehensive knowledge of company products and services to provide accurate information and guidance to customers.
- Handled sensitive customer data responsibly, adhering strictly to privacy regulations and safeguarding confidential information from unauthorized access or disclosure.
- Utilized CRM systems effectively to track customer interactions, ensuring seamless transitions between team members and providing customers with consistent support across multiple touchpoints.
- Participated in ongoing professional development opportunities, staying current with industry trends to better serve customers'' needs.
- Consistently achieved personal performance targets while actively contributing to the success of the broader team.
- Mentored junior team members, sharing best practices and fostering a supportive work environment conducive to growth.
- Exceeded customer expectations through the provision of personalized service and genuine empathy during difficult situations, resulting in increased loyalty and repeat business.
- Provided exceptional support during high-traffic periods, maintaining professionalism under pressure and minimizing disruptions in service levels.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Monitored performance metrics such as customer experience surveys to increase customer satisfaction scores 90%.
Account Executive
Wells Fargo Advisors
08.2008 - 01.2013
- Conducted regular reviews of aged accounts receivable reports, ensuring timely follow-up on past due balances.
- Coordinated with vendors to negotiate more favorable payment terms, resulting in cost savings for our company.
- Maintained records by imaging invoices, debits, and credits.
- Reduced outstanding receivables by diligently following up on overdue invoices and negotiating payment plans with clients.
- Enhanced client relationships through effective communication and prompt resolution of billing inquiries or disputes.
- Increased accuracy of financial reports by reconciling accounts, identifying discrepancies, and rectifying errors in a timely manner.
- Supported departmental goals by undertaking additional responsibilities as needed, contributing to overall team success.
- Facilitated smooth month-end closing procedures by completing all required tasks accurately and ahead of schedule.
- Maintained up-to-date records of accounts payable and receivable, ensuring all financial transactions were accurately recorded.
- Developed client-specific payment plans to address overdue accounts, improving cash flow.
- Improved vendor relationships with timely and accurate payment processing.
- Managed and responded to correspondence and inquiries from customers and vendors.
- Trained new employees on company-specific accounting software and procedures, increasing efficiency within the department.
Education
Associate of Applied Science - Business Communication
Maple Woods Community College
Kansas City Mo06.2000
Skills
- Customer Feedback Analysis
- CRM software proficiency
- Complaint Handling
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Reliability
- Adaptability and Flexibility
- Task Prioritization
- Client Relations
Timeline
Customer Experience Executive
Americo Financial Life & Annuity Insurance
03.2014 - Current
Account Executive
Wells Fargo Advisors
08.2008 - 01.2013
Associate of Applied Science - Business Communication
Maple Woods Community College
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