Kevin Williams
Oakland Park,Florida
Summary
Dedicated customer service expert adept at navigating high-pressure situations while maintaining quality support. Known for building strong client relationships and ensuring compliance through meticulous document verification, contributing to a seamless customer experience in both in-person and remote settings.
Overview
23
23
years of professional experience
Work History
Pier Coordinator (Customer Service Focus)
Intercruises
Port Everglades, USA
10.2024 - Current
- Provided high-touch customer service to cruise guests, quickly resolving inquiries and concerns to enhance guest satisfaction.
- Verified guest travel documents, ensuring compliance and facilitating a seamless check-in experience for all guests.
- Coordinated with port and cruise line personnel to manage daily guest operations efficiently under tight schedules, ensuring smooth transitions.
- Recognized for remaining calm and effective during high-pressure situations with large customer volumes.
Aftermarket Support Representative
Toshiba Business Solutions
Tamarac, USA
10.2003 - 06.2024
- Handled high volume of inbound support calls and emails, achieving 80% first-contact resolution rate to enhance customer satisfaction.
- Liaised between customers and internal departments to expedite issue resolution and order fulfillment, improving response times.
- Built and sustained strong client relationships through clear communication and proactive service, fostering customer loyalty.
- Maintained detailed customer records in CRM systems, ensuring accurate and up-to-date documentation.
Education
Business Administration -
Utica School of Commerce
Utica, New YorkSkills
- Customer Service & Support
- Client Retention
- Issue Resolution
- CRM & Documentation Accuracy
- Time Management & Multitasking
- Team collaboration
- Conflict resolution
- Professional Communication & Interpersonal Skills
Awards Recognition
- President's Club – Recognized for exceptional service and consistent performance
- WoW Award: Employee of the Week – Honored for outstanding contributions to customer satisfaction
Professional Statement
With over two decades of hands-on experience in customer service roles, I take pride in resolving challenges quickly, creating positive experiences, and building lasting relationships with customers. I am eager to bring my energy, professionalism, and service excellence to a dynamic team as a Customer Service Representative.
Timeline
Pier Coordinator (Customer Service Focus)
Intercruises
10.2024 - Current
Aftermarket Support Representative
Toshiba Business Solutions
10.2003 - 06.2024
Business Administration -
Utica School of Commerce