KATHERINE WILLIAMS
Beach Park,USA
Summary
Dynamic Customer Service Representative with proven success, excelling in order processing and escalation management. Recognized for enhancing customer satisfaction through effective communication and conflict resolution. Adept at utilizing Salesforce and Microsoft Excel to streamline operations, ensuring timely and accurate service delivery. Committed to fostering strong customer relationships.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
W.W. Grainger
01.2022 - 11.2024
- Answer inbound calls pertaining to placing orders and order inquiry
- Communicating with carrier companies pertaining to customer order
- Process orders and quotes
- Email Support providing customer service Via e-mail and chat
- Peer Team Lead
Customer Service Representative
Dovenmuehle Mortgage
11.2020 - 12.2021
- Company Overview: (Seasonal)
- Answer inbound calls pertaining to Mortgages and Escrow
- Handle numerous banks and mortgage company
- Take mortgage and escrow payments
- (Seasonal)
Customer Service Representative
Alight Solutions
06.2018 - 10.2020
- Answer inbound calls pertaining to Payroll and HR
- Processed numerous of spreadsheets for the day to day work purposes
- Handled Escalated calls pertaining to Payroll and HR
Retail Consultant
Time Warner Cable/ Spectrum
07.2016 - 06.2018
- Sign New Customers up for service
- Assist Customers with Services we provide
- Process Payments and make appointments for Service
- Place orders
- Answer inbound & made outbound calls
- Track and correspond with partners and customers
- Fax, E-mail customers and partners
Call Center Representative/Manager
U.S.Cellular
03.2010 - 06.2016
- Handled inbound/outbound calls from current and new customers
- Processed Payments
- Handled Escalated calls and complaints
- Helped customers with explanation of bills
- Sign New Customers up for service
- Help Existing customers and Peers with upgrade and troubleshooting
- Payroll and Peer building and Monitoring
Education
High School -
Waukegan High School
Skills
- Order processing
- Email support
- Escalation management
- Payment processing
- Data entry
- Customer relationship management
- Team leadership
- Conflict resolution
- Call handling
- Time management
- Effective communication
- Problem solving
- Attention to detail
- Active listening
- Complaint resolution
- Sales transactions
- Professional phone voice
- Team collaboration
- Critical thinking
- Computer skills
- Microsoft Excel
- Trained in Salesforce
- Sales and upselling
Timeline
Customer Service Representative
W.W. Grainger
01.2022 - 11.2024
Customer Service Representative
Dovenmuehle Mortgage
11.2020 - 12.2021
Customer Service Representative
Alight Solutions
06.2018 - 10.2020
Retail Consultant
Time Warner Cable/ Spectrum
07.2016 - 06.2018
Call Center Representative/Manager
U.S.Cellular
03.2010 - 06.2016
High School -
Waukegan High School
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