Lauren J Williams
Irving
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Consulting industry. 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.
Overview
16
16
years of professional experience
Work History
Customer service representative
Southwest Airlines
11.2021 - Current
- Remote rep
- To assist customers with traveling inquiries, problem solving their issues
- Giving them great hospitality service
- Resolve their complaints, Responding to customer situations with sensitivity.
- 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 requests for products, services, and company information.
Customer Advocate Rep
FedEx Office
07.2011 - 09.2021
- To assist customers on their office online orders
- Troubleshoot system applications
- Process Refunds, Resolve complaints.
- Evaluated customer service standards, policies and procedures to verify customer service goal achievement.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
FedEx Career Pilot Program
FedEx
04.2021 - 07.2021
- Participated Pilot Program
- Interpreted results of assessments for clients and developed career action plans based on assessment results.
- Conducted research on future career outlook, trends and educational or skill requirements.
- Developed job-specific competencies and performance standards.
- Used Microsoft Excel to design training for Customer Service employees and increase company retention and productivity rates 90 %.
- Department gained high proficient skillset in the field analyst positions
Customer Service Rep
FedEx
10.2009 - 07.2011
- To take inbound calls, to provide accurate information to callers for their packages, being shipped across America
- Making sure it is delivered in a timely matter
- Giving them the best shipping options.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed customer service policies and procedures to meet and exceed industry service standards.
Macy Support Team
Macy’s
08.2009 - 10.2009
- Responsibilities Intel setting the store up, making sure this was in operating order
- Making sure the store run smooth, prior customers arriving to give great service.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
Customer Service Rep
Chase Bank
05.2009 - 07.2009
- Provide excellent service to customers concerning their car loan.
- Updated account information to maintain customer records.
- Delivered prompt service to prioritize customer needs.
Customer Service Rep
Tarrant County Elections Center
01.2008 - 05.2009
- Responsibilities were clerical data entering provides, the most accurate information and being great support representative to election center.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
Diploma -
Southwest High School
Fort Worth, TX06.2001
Bachelor of Administrative Studies - General Studies
Tarrant County College
05.2003
Degree -
DeVry University
progress of Business administration & Business Intelligence -
2021
Skills
- Retail Sales Customer Service
- Fleet Dispatching
- Active Listening
- Freight Operations
- Account Management
- Microsoft PowerPoint
- Senior Leadership Support
- Microsoft Excel
- Business Development Understanding
- Microsoft Word
- Customer Relations
- Call Center Operations
Timeline
Customer service representative
Southwest Airlines
11.2021 - Current
FedEx Career Pilot Program
FedEx
04.2021 - 07.2021
Customer Advocate Rep
FedEx Office
07.2011 - 09.2021
Customer Service Rep
FedEx
10.2009 - 07.2011
Macy Support Team
Macy’s
08.2009 - 10.2009
Customer Service Rep
Chase Bank
05.2009 - 07.2009
Customer Service Rep
Tarrant County Elections Center
01.2008 - 05.2009
Diploma -
Southwest High School
Bachelor of Administrative Studies - General Studies
Tarrant County College
Degree -
DeVry University
progress of Business administration & Business Intelligence -
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