Summary
Overview
Work History
Education
Skills
References
Timeline
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Kandice Williams

Lake Park,FL

Summary

Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.

Overview

5
5
years of professional experience

Work History

Remote Customer Care Team Lead

PNC Bank
Pittsburgh, PA
07.2021 - Current
  • Provided day-to-day leadership and direction to a team of customer care representatives.
  • Conducted regular meetings with the customer care team to ensure quality performance and productivity.
  • Resolved escalated customer complaints in a timely manner.
  • Trained new customer care staff on company policies, procedures, products and services.
  • Analyzed call center data for trends in order to recommend process improvements.
  • Reviewed customer feedback regularly to identify areas for improvement or potential issues.
  • Coached team members on problem solving techniques when dealing with challenging customers.

Remote Logistics Specialist

Amazon
San Francisco, CA
10.2020 - Current
  • Coordinated delivery routes with drivers and customers to ensure timely deliveries.
  • Monitored driver progress throughout the day, providing updates as needed.
  • Provided customer service support for drivers and customers related to delivery inquiries.
  • Ensured compliance with local laws regarding vehicle operation, safety inspections, cargo securement.
  • Assisted in resolving customer complaints related to delivery issues.

Title Clerk

DMV Nationwide
Delray Beach, FL
04.2019 - 05.2021
  • Verified accuracy of title documents for completeness and correctness.
  • Processed applications for new titles, transfers and duplicate titles.
  • Coordinated with other departments to resolve issues related to titling process.
  • Reviewed state regulations to ensure compliance with rules and regulations governing motor vehicles titles.
  • Aided in discrepancy resolution for loan documentation and vehicle titles.

Education

BBA - Human Resources Management

Western Governors University
Salt Lake City, UT
06-2021

Skills

  • Data Entry
  • Problem Resolution
  • Documentation And Reporting
  • Inbound Customer Service
  • Complaint Handling
  • CRM Software
  • De-Escalation Techniques
  • Call Documentation
  • Quality Control
  • Call Metrics
  • Computer Skills

References

References available upon request.

Timeline

Remote Customer Care Team Lead

PNC Bank
07.2021 - Current

Remote Logistics Specialist

Amazon
10.2020 - Current

Title Clerk

DMV Nationwide
04.2019 - 05.2021

BBA - Human Resources Management

Western Governors University

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Kandice Williams