Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kiwana Williams

Augusta,GA

Summary

Adept at leveraging analytical thinking and empathy, I significantly enhanced customer satisfaction at Vivint Smart Home by implementing innovative solutions. My proficiency in CRM software, combined with exceptional communication and problem-solving skills, fosters effective team and management collaboration, driving project success and boosting employee retention.

Overview

17
17
years of professional experience

Work History

Technical Alarm Specialist

Vivint Smart Home
04.2021 - 01.2025
  • Followed all company policies and procedures to deliver quality work.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Collaborated with cross-functional teams to achieve project goals on time and within budget.
  • Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
  • Provide customer support via incoming and outbound calls, delivering technical assistance and resolutions.
  • Utilize strong communication skills to empathize with customers and translate technical issues into relatable terms.
  • Troubleshoot and install smart home products, ensuring customer satisfaction through clear communication of complex technical solutions.
  • Engage with customers remotely, effectively negotiating and managing time spent on phone-based troubleshooting or coordinating in-person service appointments.
  • Apply basic technical understanding to ensure consistent and sound installation of interconnected systems.

Certified Nursing Assistant (Part Time)

Mount Eagles Wings Personal Care
03.2019 - 03.2023
  • Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
  • Assisted patients with daily living activities for enhanced comfort and wellbeing.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
  • Performed accurate documentation of patient information according to established protocols for record-keeping purposes.
  • Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
  • Cared for residents in assisted living facility and delivered high-quality support to meet needs.
  • Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
  • Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
  • Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
  • Conducted regular rounds to monitor patients'' physical and mental status throughout shifts.
  • Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
  • Assisted nurses with wound care procedures ensuring proper healing processes took place.
  • Supported ambulation and physical therapy needs by conducting planned exercise routines.
  • Educated family members on caregiving techniques to better support their loved ones at home after discharge from the facility.
  • Collaborated with nursing staff to create individualized care plans tailored to each patient''s needs.

Assistant Cashier

Circle K
01.2021 - 01.2022
  • Provided exceptional customer service while addressing returns or exchanges, adhering to company policies while maintaining client satisfaction.
  • Assisted in achieving company sales goals through upselling promotional items during checkout, resulting in increased revenue.
  • Achieved timely completion of assigned tasks such as inventory management or restocking shelves when not engaged with customers, contributing to overall store operations efficiency.
  • Demonstrated flexibility in scheduling availability by working various shifts as needed, supporting overall staff coverage requirements when necessary.
  • Stayed up-to-date on current promotions and product offerings to provide accurate information to customers during checkout processes.
  • Maintained a high level of attention to detail while handling cash and processing financial transactions, reducing discrepancies in end-of-day cash reconciliations.
  • Contributed to loss prevention efforts by vigilantly monitoring the cashier area for potential theft or suspicious activity.
  • Maintained a clean and organized workspace, contributing to a professional store environment and positive customer experience.
  • Expedited long lines during peak hours by swiftly processing transactions, minimizing wait times for customers.
  • Streamlined the payment process for customers with prompt service and clear communication of available payment options.
  • Excelled in working under pressure by staying calm and focused during busy periods or dealing with challenging customer interactions.
  • Supported store operations by accurately maintaining cash registers, preparing daily deposits, and reconciling discrepancies as needed.
  • Assisted in training new employees on proper cashier procedures and best practices, fostering a supportive learning environment for new hires.

Customer Service Representative

Teleperformance
11.2015 - 11.2018
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Also handled medicaid calls prompting clients to their proper pharmacy.
  • Help clients find the best health care package for their families.
  • Identified and resolved discrepancies and errors in customer accounts.

Picker

Kellogg's
02.2012 - 11.2015
  • Worked fast to meet assigned daily picking quotas.
  • Took on extra hours and shifts during busy periods to meet tight shipping deadlines.
  • Participated in regular training sessions to stay updated on best practices and new technologies related to picking processes.
  • Used RF scanners to track orders and verify accuracy.
  • Supported other warehouse functions such as receiving, stocking, and shipping when needed, demonstrating versatility within the team.
  • Followed safety protocols and procedures to minimize workplace accidents.
  • Assisted with training and onboarding of new team members, sharing best practices and helping them acclimate to the fast-paced work environment.
  • Displayed excellent attention to detail, ensuring all orders were picked and prepared accurately according to customer specifications.
  • Improved overall team efficiency with clear communication and collaboration between colleagues in the warehouse.
  • Maintained a clean and organized warehouse, ensuring easy access to products for efficient picking.
  • Demonstrated flexibility in adapting to various shifts and schedules while maintaining consistent performance standards throughout periods of increased workload demands or personnel shortages.

Material Handler

Pactiv
01.2008 - 12.2012
  • Used hand-held scanners and physical logs to accurately track item movements.
  • Transported inventory items to appropriate locations.
  • Unloaded incoming shipments to verify the accuracy of deliveries and check possible damages.
  • Listened closely during team meetings to gain a complete understanding of duties required for each shift, completing priority tasks first.
  • Operated forklifts and pallet jacks to transfer large products from one area of warehouse to another, allowing for easier accessibility.
  • Collaborated with team members to ensure timely completion of tasks and high-quality work standards.
  • Packed items into appropriate containers for shipment.
  • Supported production goals, ensuring that all necessary materials were available on the manufacturing floor when needed.
  • Read production orders, work orders, shipping orders, and requisitions to determine items to be moved, gathered, or distributed.
  • Received and unpacked shipments and new equipment as directed.
  • Improved safety standards, conducting thorough inspections of material handling equipment.
  • Helped train new employees in safe practices and warehouse procedures.
  • Successfully navigated large shipments of materials through tight spaces and busy facilities.
  • Operated equipment while observing standard safety procedures.
  • Strapped items down over protective padding to secure throughout transportation.
  • Maintained a safe work environment by following proper safety protocols and conducting regular inspections.
  • Kept storage areas organized, clean, and secure to fully protect company assets.

Education

Associate of Applied Science -

Augusta University
Augusta, GA
05-2015

High School Diploma -

Lucy C. Laney High School
Augusta,GA
05-2008

Skills

  • Customer relations
  • Team collaboration
  • Management collaboration
  • Analytical thinking
  • Active Listening
  • Communication
  • Problem-Soliving
  • Empathy
  • Customer Relationship Management (CRM) Software Proficiency
  • Data Entry
  • Multitasking
  • Patience

Timeline

Technical Alarm Specialist

Vivint Smart Home
04.2021 - 01.2025

Assistant Cashier

Circle K
01.2021 - 01.2022

Certified Nursing Assistant (Part Time)

Mount Eagles Wings Personal Care
03.2019 - 03.2023

Customer Service Representative

Teleperformance
11.2015 - 11.2018

Picker

Kellogg's
02.2012 - 11.2015

Material Handler

Pactiv
01.2008 - 12.2012

Associate of Applied Science -

Augusta University

High School Diploma -

Lucy C. Laney High School

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Kiwana Williams