Keith Williams
Houston
Summary
Results-driven Customer Service & CX Operations Specialist with extensive experience delivering high-touch omnichannel support. Maintains a 95%+ CSAT rating while managing daily interactions, resolving complex inquiries, and onboarding junior representatives to enhance team performance.
Overview
11
11
years of professional experience
Work History
Tier-2 Omnichannel Technical Support Specialist
Apple Support (via Kelly Services)
Houston
01.2017 - Current
- Escalation Management: Acted as Tier-2 escalation point for critical customer friction points, employing de-escalation techniques and problem-solving to enhance brand loyalty and improve customer retention.
- First-Contact Resolution: Achieved high FCR metrics by systematically diagnosing customer inquiries across hardware and software product lines during initial contacts, ensuring timely resolutions.
- Omnichannel Excellence: Deliver seamless customer support across live chat, phone, and email channels, resolving complex inquiries and maintaining a consistent 95%+ CSAT rating across 40+ daily interactions.
- CRM & Case Documentation: Maintain detailed customer profiles, case histories, and resolution paths within enterprise CRM tools, ensuring complete operational transparency and auditable data tracking.
- Team Development & Mentorship: Onboarded and mentored junior support representatives on customer engagement best practices and de-escalation protocols, fostering a culture of diagnostic efficiency.
Insurance Eligibility & Case Management Specialist
Serco-NA, Inc.
Houston
11.2015 - 01.2017
- Managed consumer case files from initial intake to final approval, exceeding productivity and accuracy benchmarks consistently.
- Educated consumer applicants on complex health policy requirements, enhancing client understanding and reducing repeat inquiries.
- Processed sensitive client information in full accordance with HIPAA and data security regulations, maintaining 100% compliance.
Education
High School Diploma -
Hazelwood West High School
Skills
- Salesforce Service Cloud
- CRM Case Logging
- Multichannel support
- Complex Issue Resolution
- Technical Troubleshooting
- Issue resolution
- Escalation management
- De-escalation
- SLA compliance
- Process Optimization
- Cause diagnostics
- Customer Retention
- Feedback analysis
Timeline
Tier-2 Omnichannel Technical Support Specialist
Apple Support (via Kelly Services)
01.2017 - Current
Insurance Eligibility & Case Management Specialist
Serco-NA, Inc.
11.2015 - 01.2017
High School Diploma -
Hazelwood West High School