Keiana S. Williams
Atlanta,GA
Summary
Experienced professional with 8+ years in business operations and customer service. Skilled in product knowledge, order processing, and issue resolution. Proven ability to handle high-volume calls while maintaining a positive attitude and providing exceptional customer service. Communicates effectively across interdisciplinary teams of physicians and employees in a hybrid working environment. Seeking a challenging position in a dynamic company where my skills and experience can be utilized to their fullest potential.
Overview
11
11
years of professional experience
Work History
Team Lead
Chick Fill A
Atlanta
03.2025 - Current
Customer Service Agent
TECC TeleTech
12.2021 - 09.2024
- Demonstrates expert knowledge of products, pricing, lead times, and order status to increase client engagement and productivity.
- Enters orders accurately and issued purchase orders on time to deliver products promptly to customers.
- Manages high call volumes to help customers with payments and account setup.
- Provides exceptional customer service, adheres to confidentiality, and follows standard operating procedures.
- Resolves complex orders, billing, and shipping issues utilizing Citrix Workspace software.
Retail Sales Associate
UPS
Atlanta, GA
11.2020 - 11.2021
- Adhered to industry regulations and guidelines while providing services to customers, ensuring compliance and avoiding penalties resulting in a 20% increase in sales.
- Offered viable solutions to customers' printing and copying needs, resulting in a 50% increase in repeat business.
- Provided reliable notary services to diverse customers, ensuring the authenticity and legality of important documents.
- Successfully assisted customers with printing, scanning, copying, notary, and fax services, resulting in a 95% customer satisfaction rating.
- Trained new employees on proper procedures for printing, scanning, copying, notary, and fax services, resulting in a more efficient and knowledgeable team.
Ophthalmic Tester
Thomas Eye Group
Sandy Springs, GA
05.2020 - 10.2020
- Conducted initial tests and prepared patients for exams using equipment, resulting in efficient and accurate patient care.
- Documented medical histories of all patients seen, resulting in comprehensive and organized patient records.
- Maintained HIPAA confidentiality standards while accessing and communicating patient information, ensuring patient privacy and security.
- Managed a high volume of patients, seeing up to 40 per day while maintaining a high level of attentive and personalized care.
Shift Supervisor
Starbucks
Sandy Springs, GA
07.2015 - 11.2019
- Ensured workplace safety during each shift by following operational policies and procedures for cash handling, safety, and security.
- Oversaw cash management procedures, including payments received and refunds given, counting end-of-shift cash amounts, and solving reconciliation discrepancies.
- Prioritized customer needs and delivered legendary customer service by connecting with customers and addressing their concerns.
- Provided ongoing coaching and feedback, which increased team performance by 50%.
- Trained and coached new employees by positively reinforcing successful performance and providing respectful and encouraging feedback.
Education
High School Diploma -
Booker T Washington
Skills
Conflict Resolution
Detailed Oriented
Data Entry
Interpersonal Communication
Process Improvement
Phone Etiquette
Training & Development
Time Management
Customer Success & Client Relationship Building
Citrix Workspace
Microsoft Office
Timeline
Team Lead
Chick Fill A
03.2025 - Current
Customer Service Agent
TECC TeleTech
12.2021 - 09.2024
Retail Sales Associate
UPS
11.2020 - 11.2021
Ophthalmic Tester
Thomas Eye Group
05.2020 - 10.2020
Shift Supervisor
Starbucks
07.2015 - 11.2019
High School Diploma -
Booker T Washington