Summary
Overview
Work History
Education
Skills
Timeline
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Kadine S Williams

Stone Mountain,GA

Summary

Service-oriented Customer Support Representative with 8+ years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.

Overview

13
13
years of professional experience

Work History

Customer Support Representative

Inteleos
03.2023 - Current
  • Interprets policies and resolves customer issues and concerns in person, via phone, web, and/or e-mail correspondence;
  • Process applications, application audits and other related work in a timely and accurate fashion per policy;
  • Provide guidance/customer service regarding certification pathways and eligibility requirements to applicants, candidates and other interested parties;
  • Maintain accurate and standardized applicant, candidate, diplomat and other constituent data;
  • Connected with customers to address questions and resolve issues through phone and email.
  • Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
  • Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
  • Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.

Customer Service-Call Team

Porsche Financial Services
05.2022 - 03.2023
  • Audited customer account information to identify issues and develop solutions.
  • Provide professional and courteous assistance in daily business interactions with both internal and external customers, dealers, vendors, and outside companies. Demonstrates dependability and accountability for own performance and supports the team in achieving targets.
  • Navigated through computer systems to review information and respond appropriately to callers.
  • Customer service oriented/Connectedness - Empathetic to customer problem/ issue/ situation‐ Strong human connection with the customer.
  • Provide professional and courteous assistance in daily business interactions with both internal and external customers, dealers, vendors, and outside companies. Demonstrates dependability and accountability for own performance and supports the team in achieving targets
  • Provide high quality and timely interaction with PFS customers, dealers, and vendors to contribute to a best-in-class customer experience.

Customer Service Representative

Mercedes Benz Headquarters
05.2018 - 04.2022
  • Delightfully handle all inbound customer inquiries into the customer assistance center including the following: Manage phone, Customer Care, Roadside Assistance, email, Concerning, but not limited to, the following categories: product, service, recalls, sales, warranty, legal issues, public relations, various media, warranty, marketing and special projects.
  • Accurately document and update customer/vehicle information in MBUSA internal customer data systems. Ensure complete documentation of customer contact with corrections and updates, as required.
  • Knowledgeable on all aspects of Customer One Accommodation (C1A) including, but not limited to: ability to negotiate a successful resolution with dealer personnel, MBUSA department personnel, Field personnel, and customers. Ability to communicate the value of customer retention to all internal/external groups by winning customer trust and loyalty, driving business to dealerships, and making the dealer the hero.
  • Demonstrated high attention to detail, organization, and ability to manage multiple tasks and projects simultaneously.
  • Handled management of communication to executives by taking and making telephone calls, timely follow-up of all cases in order to bring them to a successful resolution, ability to communicate and negotiate with internal and external groups and customers.
  • Directed customer communication to appropriate department personnel.

Client Service Admin/Recruiter

H&R Block
01.2016 - 02.2018
  • Build strong, creditable relationship with HR managers and hiring manager,
  • Scheduled and confirmed appointments and meetings for senior management team.
  • Analyzed financial information obtained from clients to determine strategies, products and services to meet objectives.
  • Collaborated with recruitment and HR professional to achieve hiring goals.
  • Confirmed appointments, communicated with clients and updated client records.
  • Coordinated appointment calendar and balanced schedules to promote optimal productivity.
  • Monitored schedules and calendar obligations for executives.
  • Enhanced company's reputation through media exposure and other public relations work.

Assistant Manager/Recruitment Coordinator

Check Into Cash
07.2015 - 12.2016
  • Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
  • Recruited candidates per role and used diverse screening tools to identify qualified talent.
  • Approved regular payroll submissions for employees.
  • Interviewed, performed background checks, hired and trained associates.
  • Oversaw training and onboarding process for all newly hired employees.
  • Assisted candidates with application processes by answering questions about application, performing background checks, providing I-9 forms and handling drug screening paperwork.
  • Hired employees and processed hiring-related paperwork.
  • Assisted with recruitment initiatives by interviewing and talent sourcing.

Account Manager

SPRINT
05.2013 - 06.2015
  • Prepared monthly reports, including payment and account reconciliations and financial statements.
  • Communicated with hiring managers to identify staffing needs, determine job requirements, outline qualifications and create job duties.
  • Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
  • Explained job duties, compensation and benefits to potential candidates.
  • Provided hiring status updates to HR and managers.
  • Utilized internal recruiting systems (iCIMS) to record, update and track all candidate progress.
  • Reviewed candidate applications and conducted phone interviews and screenings.
  • Used social media as recruitment tool by posting content and responding to inquiries or comments.

Tele Sales Representative

Comcast
10.2010 - 04.2013
  • Generate new sales for Xfinity Home Security, Voice and Video services.
  • Consistently met goals, Resolve service issues and billing discrepancies, Offer promotions and take evaluations of services SKILL HIGHLIGHTS AND TOOLS Team-oriented project lead Technical writing Microsoft Suite of Programs.

Education

High School Diploma -

Central High School
Bridgeport, CT

No Degree - Business

Gwinnett Tech College
Lawrenceville, GA

Skills

  • Product Knowledge
  • Technical Troubleshooting
  • Over 6 years of experience in customer support role
  • 1-3 years of experience in ticketing system similar to Zendesk
  • Excellent communication skills
  • Complaint Handling
  • Multitasking
  • Escalation Management
  • Workforce Management
  • Active Listening

Timeline

Customer Support Representative

Inteleos
03.2023 - Current

Customer Service-Call Team

Porsche Financial Services
05.2022 - 03.2023

Customer Service Representative

Mercedes Benz Headquarters
05.2018 - 04.2022

Client Service Admin/Recruiter

H&R Block
01.2016 - 02.2018

Assistant Manager/Recruitment Coordinator

Check Into Cash
07.2015 - 12.2016

Account Manager

SPRINT
05.2013 - 06.2015

Tele Sales Representative

Comcast
10.2010 - 04.2013

High School Diploma -

Central High School

No Degree - Business

Gwinnett Tech College

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Kadine S Williams