Kiera Williams
Queens,NY
Summary
Professional retail expert prepared to deliver exceptional customer service and drive sales. Proven experience in inventory management, customer engagement, and merchandising. Strong focus on team collaboration and adapting to changing needs. Reliable and results-driven, with excellent communication and problem-solving skills.
Overview
8
8
years of professional experience
Work History
Customer Service Representative (Remote)
TSI (Transworld) – National Grid
01.2024 - 01.2025
- Managed inbound and outbound phone calls to resolve account, billing, and service issues.
- Supported compliance-related tasks while ensuring accurate documentation of each interaction.
- Delivered clear explanations of policies and payment options to improve customer satisfaction and retention.
Customer Service Representative (Remote)
Amazon
01.2020 - 01.2024
- Handled high-volume phone, chat, and email interactions for order tracking, resupply requests, and account support.
- Proactively reached out to customers for issue resolution and product resupply, meeting performance metrics.
- Utilized CRM systems and internal tools to track trends, support reporting, and improve service workflows.
Customer Support Supervisor
Elite Services
01.2017 - 01.2020
- Supervised a team of agents managing inbound and outbound customer calls during high-demand events.
- Served as escalation point for urgent cases, independently resolving 90%+ of high-priority inquiries.
- Monitored team KPIs and improved call handling efficiency through process improvements.
Education
Associate of Science - Health Sciences
Hostos Community College
Bronx, NYHigh School Diploma -
Otay Ranch High School
Chula Vista, CASkills
- Inbound & Outbound Call Management
- CRM & Ticketing Systems (Zendesk, Salesforce)
- Multitasking Across Multiple Applications
- Sales & Upselling Experience
- Conflict Resolution & De-escalation
- Written & Verbal Communication
Timeline
Customer Service Representative (Remote)
TSI (Transworld) – National Grid
01.2024 - 01.2025
Customer Service Representative (Remote)
Amazon
01.2020 - 01.2024
Customer Support Supervisor
Elite Services
01.2017 - 01.2020
Associate of Science - Health Sciences
Hostos Community College
High School Diploma -
Otay Ranch High School