Lashannda Williams
Duluth,GA
Summary
Dedicated customer service representative with expertise in active listening, problem-solving, and managing high-volume transactions. Recognized for enhancing customer retention through effective account management and data analysis.
Overview
3
3
years of post-secondary education
22
22
years of professional experience
Work History
Customer Service Representative
Victoria Secret
Reynoldsburg, Ohio
04.2020 - Current
- Placing orders
- Resolved account log in issues, enhancing customer access and experience.
- Delivered exceptional customer service through active listening and effective problem-solving.
- Assisted customers with product selection and inquiries about merchandise.
- Managed high-volume transactions efficiently during peak shopping periods.
- Collaborated with team members to maintain a welcoming store environment.
- Educated customers on promotions, loyalty programs, and product features.
- Resolved customer complaints promptly to ensure satisfaction and retention.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Cultivated strong customer relationships, fostering repeat business.
Telesales representatives
Centre point energy
Houston, Texas
08.2015 - 08.2020
- Managed customer inquiries regarding energy services and billing issues.
- Utilized CRM software to track customer interactions and updates.
- Provided detailed information on energy plans and promotions to customers.
- Collaborated with team members to enhance customer satisfaction strategies.
- Conducted follow-up calls to ensure resolution of customer concerns.
- Trained new hires on telesales protocols and customer engagement techniques.
- Developed scripts for effective communication with potential customers.
- Contributed to team efforts by successfully accomplishing and exceeding daily sales goals.
- Researched accounts using internal databases and external resources such as websites and social media profiles.
- Broke down objections using friendly, persuasive strategies.
- Collaborated with management to resolve concerns and problem calls.
- Resolved customer complaints by escalating calls to proper department.
Business Service Representative
Reliant Energy
Houston, Texas
08.2012 - 08.2015
- Assisted customers with account inquiries and service requests.
- Managed customer interactions through phone and online platforms.
- Collaborated with teams to resolve customer issues efficiently.
- Processed service applications and changes for residential clients.
- Documented customer interactions in the company database accurately.
- Supported training initiatives for new representatives on best practices.
- Generated monthly financial statements for management review.
- Assisted customers with product selection based on their individual needs.
- Resolved conflicts between customers and staff members in a professional manner.
- Provided exceptional customer service to clients by responding to inquiries, troubleshooting issues and resolving complaints.
Account Specialist
Riverway business services LLC
Houston, Texas
08.2009 - 08.2012
- Managed client accounts to ensure satisfaction and retention.
- Coordinated communication between clients and internal teams for seamless service delivery.
- Resolved client inquiries promptly to maintain positive relationships.
- Trained new staff on account management procedures and best practices.
- Created detailed reports on account status for team reviews and strategy sessions.
- Collaborated with sales teams to identify growth opportunities within existing accounts.
- Established customer rapport to quickly mitigate problems while complying with established support processes and procedures.
- Established accounts for new customers and updated existing accounts with current demographic and order information.
- Worked closely with the sales team in order to provide timely updates on customer accounts.
- Collaborated with other departments to resolve problems related to customer accounts.
Convergys
Customer Service Represenative
Houston, TX
08.2007 - 08.2009
- Completed day-to-day duties accurately and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
- Worked with cross-functional teams to achieve goals.
- Maintained updated knowledge through continuing education and advanced training.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Utilized various software and tools to streamline processes and optimize performance.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
- Worked effectively in team environments to make the workplace more productive.
- Conducted routine maintenance and repairs on mechanical systems and industrial equipment.
- Conducted testing of software and systems to ensure quality and reliability.
- Operated equipment and machinery according to safety guidelines.
Debt Collection Specialist
RedLine Solutions
Houston, Texas
08.2006 - 08.2007
- Managed communication with clients to negotiate payment plans and settlements.
- Analyzed account information to identify delinquent accounts and prioritize collections.
- Collaborated with team members to share best practices for effective debt recovery.
- Utilized collection software to track payments and update account statuses efficiently.
- Maintained detailed records of all interactions in compliance with company policies.
- Educated clients on available payment options to facilitate debt resolution effectively.
- Utilized skip tracing techniques to locate hard-to-find debtors.
Collector Agent
First Data
Houston, Texas
08.2004 - 08.2006
- Managed customer accounts and facilitated payment arrangements for outstanding balances.
- Conducted follow-up calls to ensure compliance with agreed payment schedules consistently.
- Analyzed account information to identify trends and address potential issues proactively.
- Collaborated with team members to improve collection strategies and processes.
- Documented interactions and updates in the customer management system accurately.
- Performed skip-level interviews with customers to determine financial circumstances related to delinquency.
- Maintained comprehensive records of all collection activities and client communications diligently.
Education
Bachelor of Arts - Business
Lone Star College
Houston, TX 08.2012 - 08.2015
Skills
- Customer relationship management
- High-volume transactions
- Customer retention
- Active listening
- Conflict resolution
- Customer retention
- Account management
- Product education
- Sales strategies
- Telesales techniques
- Data analysis
- Team collaboration
- Visual merchandising
- Strategic sales
- Strategic sales
Timeline
Customer Service Representative
Victoria Secret
04.2020 - Current
Telesales representatives
Centre point energy
08.2015 - 08.2020
Business Service Representative
Reliant Energy
08.2012 - 08.2015
Bachelor of Arts - Business
Lone Star College
08.2012 - 08.2015
Account Specialist
Riverway business services LLC
08.2009 - 08.2012
Convergys
Customer Service Represenative
08.2007 - 08.2009
Debt Collection Specialist
RedLine Solutions
08.2006 - 08.2007
Collector Agent
First Data
08.2004 - 08.2006