Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Keisha E. Williams

Noncross,GA

Summary

To obtain a position within a company that extensively utilizes my customer services skills and provides room for further growth.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Tier 1 Advisor

Nelnet
09.2023 - Current
  • Improved customer satisfaction by efficiently addressing their needs using Salesforce, PowerPoint, Excel, Word and NICE.
  • Delivered exceptional service to clients by providing prompt response to inquiries and proactive problem solving.
  • Handled 100s of inbound and outbound calls from various customers
  • Provided thorough explanations and guidance to clients regarding their various loan and repayment options
  • Collaborated with various stakeholders on multiple projects to streamline many internal procedures.
  • Addressed various client inquiries regarding billing and submission of payment.

Customer Experience Credit

Macy's
10.2022 - Current
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Customer Service Associate

CarMax
06.2021 - 09.2022
  • Utilized Salesforce and other tools to meet customer needs and resolved issues promptly.
  • Maintained up-to-date knowledge of product and service changes to inform customers.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Assisted 100s of customers with managing their appointments

Dining Room Server

Wellstar Health System
12.2020 - 02.2021
  • Documented patient intake and dietary requirements, while also assisting with feeding and monitoring
  • Communicated changes in patient conditions and other unit concerns to multidisciplinary team
  • Promoted patient comfort by quickly responding to calls and handling diverse needs
  • Coordinated patient care needs with healthcare team and delivered compassionate assistance with activities of daily living.

EVS Attendant

Piedmont Healthcare
10.2019 - 10.2020
  • Responded promptly to patient requests to ensure physical and emotional support
  • Provided excellent customer service by effectively communicating with patients, families, staff and staff in other hospital departments
  • Assisted doctors, nurses and support staff with preparation for and conducting patient procedures
  • Improved patient care, safety and compliance by partnering with nurses.

Security Guard Officer

S.A.F.E
06.2018 - 02.2019
  • Maintained stamina during long periods of sitting, walking, standing or driving while remaining focused and vigilant
  • Responded to and thoroughly investigated all reported incidents to protect company assets
  • Supported guests by promptly handling conflicts, requests and concerns
  • Checked footage and live feeds from surveillance cameras for trespassers and criminal activity.

Housekeeping Attendant

Ritz Carlton Hotel
08.2011 - 05.2018
  • Returned vacant rooms to occupant-ready status by deep cleaning, changing linens, restocking inventory and removing trash
  • Rendered detailed and timely cleaning services while working in fast-paced environment with multiple interruptions
  • Coordinated delivery of extra room furniture, bedding, linen and towels to meet guests needs
  • Exceeded company standards for cleanliness, sanitation and
    presentation.

Education

High School Diploma -

Christopher Columbus YABC
Bronx, NY
01.2005

Skills

  • Salesforce Service Cloud Agent
  • Team Management Experience
  • Call Center Operations
  • Client Relationship Management
  • Microsoft Office
  • Reception Desk Management
  • Call Answering and Routing
  • AS400 Specialist

Certification

  • CPR First Aid Certification
  • Licensed Security Guard

Timeline

Tier 1 Advisor

Nelnet
09.2023 - Current

Customer Experience Credit

Macy's
10.2022 - Current

Customer Service Associate

CarMax
06.2021 - 09.2022

Dining Room Server

Wellstar Health System
12.2020 - 02.2021

EVS Attendant

Piedmont Healthcare
10.2019 - 10.2020

Security Guard Officer

S.A.F.E
06.2018 - 02.2019

Housekeeping Attendant

Ritz Carlton Hotel
08.2011 - 05.2018

High School Diploma -

Christopher Columbus YABC

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Keisha E. Williams