Lanicia Williams
Student
Starkville,MS
Summary
Enthusiastic and motivated individual passionate about customer service. Team player works well both independently and within team settings to achieve goals. Skilled communicator and problem solver committed to creating positive customer experiences. Experienced in customer service with proven track record driving high customer. Highly organized, reliable and attentive to customer needs. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Knowledgeable and dedicated customer service professional with extensive experience in both retail and customer service industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
4
4
years of professional experience
2
2
years of post-secondary education
Work History
Customer Service Associate
Academy Sports Outdoors
Starkville , MS
02.2022 - 01.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Informed customers about special promotions and provided detailed information for various products.
- Developed and actualized customer service initiatives to decrease wait times.
- Responded to customer calls and emails to answer questions about products and services.
- Increased revenue by cross-selling and upselling products and services.
- Handled billing and payment issues following guidelines, resolving disputes properly.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided customer feedback to management and identified areas of improvement for products and services.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided product and service recommendations to guide customers on products to meet varying needs.
- Kept detailed records of customer interactions to track and resolve issues quickly.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained new personnel regarding company operations, policies and services.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Sought ways to improve processes and services provided.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved customer inquiries and complaints quickly.
- Promptly responded to inquiries and requests from prospective customers.
Customer Service Associate
Walmart
Starkville , MS
09.2021 - 11.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer calls and emails to answer questions about products and services.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided customer feedback to management and identified areas of improvement for products and services.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Solved problems with products and services by providing customers with technical support.
- Kept detailed records of customer interactions to track and resolve issues quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
Team Member
Chick-fil-A
Starkville , MS
08.2021 - 10.2022
- Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
- Trained new team members by relaying information on company procedures and safety requirements.
- Developed strong cooperative relationships with coworkers and managers.
- Worked different stations to provide optimal coverage and meet production goals.
- Broke down boxes and cartons, disposing of refuse in proper cardboard receptacles.
- Maintained productive, efficient approach to all tasks.
- Learned all required tasks quickly to maximize performance.
- Operated register to process payments and collect cash payment for order totals.
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Contributed to team success by completing jobs quickly and accurately.
- Assisted customers in selecting merchandise best suited to needs.
- Addressed and resolved customer complaints in polite and professional manner.
- Assisted with inventory counts and stocking of merchandise.
- Generated reports detailing findings and recommendations.
- Collected, arranged, and input information into database system.
Team Member
Chick-fil-A
Jackson , MS
08.2018 - 08.2021
- Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
- Worked different stations to provide optimal coverage and meet production goals.
- Developed strong cooperative relationships with coworkers and managers.
- Operated register to process payments and collect cash payment for order totals.
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Learned all required tasks quickly to maximize performance.
- Broke down boxes and cartons, disposing of refuse in proper cardboard receptacles.
- Contributed to team success by completing jobs quickly and accurately.
- Assisted customers in selecting merchandise best suited to needs.
- Addressed and resolved customer complaints in polite and professional manner.
- Assisted with inventory counts and stocking of merchandise.
- Developed strong customer service and product knowledge skills to enhance individual and team performance.
- Generated reports detailing findings and recommendations.
- Collected, arranged, and input information into database system.
Education
- Psychology
East Mississippi Community College
Scooba, MS 04.2022 - Current
Associate Degree - Child And Family Studies
Jones County Junior College
Ellisville, MS 08.2018 - 05.2019
Psychology
Mississippi State University
Starkville, MS 08.2019 - 05.2020
Skills
Inbound and outbound calling
Self-direction
Cross-functional team collaboration
Quality assurance
Negotiation
Strategic sales knowledge
Staff education and training
Complaint resolution
Retail store support
Money handling abilities
Warehousing functions
Receiving support
Sales expertise
Order fulfillment
Recordkeeping strengths
Report preparation
Account management
Customer support
Technical Support
Stocking and replenishing
Creative problem solving
Timeline
- Psychology
East Mississippi Community College
04.2022 - Current
Customer Service Associate
Academy Sports Outdoors
02.2022 - 01.2023
Customer Service Associate
Walmart
09.2021 - 11.2022
Team Member
Chick-fil-A
08.2021 - 10.2022
Psychology
Mississippi State University
08.2019 - 05.2020
Team Member
Chick-fil-A
08.2018 - 08.2021
Associate Degree - Child And Family Studies
Jones County Junior College
08.2018 - 05.2019