Kaily Williams
Jacksonville,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Construction industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Customer Experience Specialist
Pratt Guys
Jacksonville, FL
05.2016 - Current
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Worked closely with sales teams to provide seamless transition from pre-to post-sales support, enhancing the overall client journey.
- Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
- Documented customer interactions in internal database to maintain customer service history details.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Assisted customers with IT support using our client portal and input up to date progress reports and data for customers
- Requested draw funds for client projects from customers and bank institutions
- Managed material selections for customers
- Served as an assistant to Superintendents, Project Managers, and CEOs.
Payroll Consultant
Matrix OneSource
Jacksonville, FL
10.2015 - 04.2016
- Maintained strict confidentiality when handling sensitive employee information, protecting privacy rights at all times.
- Reduced errors in payroll processing through diligent review, system improvements, and employee training.
- Streamlined communication between human resources, accounting, and management teams regarding all aspects of the payroll process.
- Managed complex payrolls for 100+ companies, ensuring accurate and timely payments to employees.
- Provided exceptional customer service by addressing client inquiries promptly and effectively resolving issues.
- Provided customer service to employees regarding payroll inquiries and issues.
- Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
- Verified and submitted timekeeping information for accurate and efficient payroll processing.
- Created new hire and termination documents for payroll.
- Documented and processed all garnishments for bankruptcies, student loans, and child support orders.
- Generated paper checks for employees and printed stubs for associates who received direct deposits to complete payroll distribution.
- Completed payroll accurately and timely to meet employee expectations.
- Tracked employee vacation, sick and personal time.
Education
Cosmetology - Cosmetology
Chipola College
Marianna, FL05.2014
Skills
- CRM Software
- Advanced Phone Skills
- Advanced Typing Skills
- Client Advocacy
- Data Entry
- POS Systems and Ordering Platforms
- Complaint resolution
- Billing Adjustments and Refunds
Timeline
Customer Experience Specialist
Pratt Guys
05.2016 - Current
Payroll Consultant
Matrix OneSource
10.2015 - 04.2016
Cosmetology - Cosmetology
Chipola College