Lakedra Williams
Princeton,TX
Summary
Resourceful Chat Support Representative known for high productivity and efficient task completion. Specialized in customer issue resolution, data entry accuracy, and multitasking under tight deadlines. Excel in communication, empathy, and problem-solving to enhance customer satisfaction and loyalty. Highly skilled Chat Support Representative with notable experience in customer service and technical support. Possess strong problem-solving skills, adaptability to evolving technologies, and ability to handle high-volume inquiries while maintaining customer satisfaction. Previous work has demonstrated a significant impact on improving customer retention through effective communication and prompt resolution of issues.
Overview
8
8
years of professional experience
Work History
Chat Support Representative
Wayfair
, TX
10.2023 - 05.2024
- Strengthened customer retention by offering discount options.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Utilized resources such as FAQs, help documents, user manuals and other reference materials when assisting customers.
Customer Support Specialist
Dyson Corporation
Aurora, IL
02.2020 - 06.2022
- Timely and accurately responded to customer queries, via phone, email or chat
- Identified customer needs and helped customers use specific features
- Analyzed and reported product malfunctions (for example, by testing different scenarios or impersonating users)
- Updated the internal databases with information about technical issues and useful discussions with customers
- Monitored customer complaints and reached out to provide assistance
- Followed up with customers to ensure their issues were resolved.
- Assisted customers in navigating website and troubleshooting issues with products or services.
- Performed quality assurance checks on completed tickets to ensure accuracy of information provided to customers.
- Documented all customer interactions and inquiries in the ticketing system accurately and completely.
Sale Development Representative
Ryder Integrated Logistics Inc.
Union City, GA
09.2017 - 02.2020
- Identified potential customers and generated new business opportunities for the company
- Tracked progress towards meeting sales goals and collaborated with the sales team to develop strategies to reach sales targets
- Evaluated customer feedback to identify areas of improvement for the company's services.
- Developed an understanding of customer needs by actively listening during conversations.
- Used customer relationship management (CRM) software to manage leads and sales activities
- Provided regular reports on sales activities and results to management.
- Identified potential opportunities to improve customer experience by suggesting additional products or services.
- Monitored chat queues for incoming requests from customers requiring assistance.
Customer Service Representative
Thomas & Betts
Byhalia, Ms
08.2016 - 02.2017
- Maintained a positive, empathetic, and professional attitude toward customers at all times
- Communicated with customers through various channels
- Acknowledged and resolved customer complaints responding promptly to customer inquiries
- Processed orders, forms, applications, and requests
- Created records of customer interactions, transactions, comments, and complaints
- Communicated and coordinated with colleagues as necessary
- Provided feedback on the efficiency of the customer service process
- Ensured customer satisfaction and provided professional customer support.
- Updated and maintained databases with current information.
- Identified potential opportunities to improve customer experience by suggesting additional products or services.
- Monitored chat queues for incoming requests from customers requiring assistance.
Education
High School Diploma -
West Aurora High School
Aurora, IL04-2014
Bachelor of Science -
University of Phoenix
Phoenix, AZSkills
- Strategic and Critical Thinking
- Time Management and Organization
- Documentation and Presentation
- Proficient in Microsoft Office Suite
- Record-Keeping and Data Entry
- Communicative and Interpersonal
- Software Programs/Technology
- CRM Software
- Order Processing
- Customer Service
- Quality Control
- Call Documentation
- Interpersonal Skills
- Calm and Professional Under Pressure
- Inbound Call Management
- Professional Demeanor
- Schedule mastery
- Self Motivation
Timeline
Chat Support Representative
Wayfair
10.2023 - 05.2024
Customer Support Specialist
Dyson Corporation
02.2020 - 06.2022
Sale Development Representative
Ryder Integrated Logistics Inc.
09.2017 - 02.2020
Customer Service Representative
Thomas & Betts
08.2016 - 02.2017
High School Diploma -
West Aurora High School
Bachelor of Science -
University of Phoenix