LAWRENCE WILLIAMS
Naperville
Summary
Dynamic professional with a proven track record at Wisconsin Physician Services, excelling in customer satisfaction and effective communication. Demonstrated expertise in team leadership and training, consistently enhancing service quality and fostering loyalty. Adept at problem-solving and implementing process improvements, driving operational efficiency and customer engagement.
Overview
21
21
years of professional experience
Work History
Spark Driver
Delivery Driver Inc
Naperville
01.2021 - Current
- Provided exceptional customer service throughout delivery process to enhance customer satisfaction.
- Coordinated timely and accurate deliveries by maintaining effective communication with customers.
- Executed loading and unloading of goods and luggage to designated locations with efficiency.
- Achieved and upheld a clean driving record by adhering to all traffic laws and regulations.
Bar Manager
Mom's bar
Madison
02.2022 - 07.2024
- Managed daily operations, overseeing scheduling, ordering, and inventory control.
- Recruited and trained new bar staff, improving service quality and enhancing team dynamics.
- Delivered exceptional customer service by promptly addressing guest needs.
- Resolved customer complaints efficiently to maintain satisfaction and loyalty.
- Updated bar menu with seasonal and holiday promotions to attract and engage customers.
- Maintained cleanliness of bar areas while assisting bartenders with supplies.
- Cultivated positive supplier relationships through timely communication.
- Contributed ideas for events and promotions that generated additional revenue streams.
Volunteer
Goodman Center
Madison
03.2021 - 05.2024
- Coordinated events and programs to increase community outreach and engagement.
- Collaborated with volunteers on projects, strengthening teamwork and project outcomes.
- Engaged in local community clean-up efforts to enhance public spaces.
- Strengthened organizational and time management skills by balancing volunteer commitments with personal responsibilities.
- Enhanced communication skills by providing customer service to visitors at volunteer center.
Customer Service Representative
Wisconsin Physician Services (WPS)
Monona
10.2018 - 04.2021
- Resolved customer complaints and inquiries with efficiency and professionalism.
- Fostered customer loyalty through effective communication and relationship management.
- Addressed escalated calls by actively listening and providing tailored solutions, improving customer satisfaction.
- Processed orders, returns, and exchanges accurately to meet daily service quotas.
- Utilized multiple computer systems to quickly locate information, enhancing response time for customer inquiries.
- Maintained extensive knowledge of policies to resolve customer issues accurately, ensuring compliance and reducing follow-up inquiries.
Bartender
The Cave Night Club
East Dubuque
08.2016 - 04.2017
- Provided exceptional customer service in high-volume bar setting, enhancing guest experience.
- Trained and mentored new team members on bar operations, fostering team competency.
- Monitored bar inventory levels and completed requisition sheets for timely restocking of supplies.
- Managed inventory levels of liquor, beer, wine, glassware, and ice.
- Addressed guest complaints promptly, escalating issues to supervisor.
- Followed alcohol awareness protocols to prevent intoxication and manage intoxicated guests.
- Supervised opening and closing procedures, including cash handling operations.
- Broke down bar post-functions, ensuring proper storage of liquor and equipment.
Military Police/Combat Engineer
United States Army
Ft. Sill/ Dubuque
03.2005 - 08.2016
- Enforced military law across criminal investigations, traffic control, force protection, and local patrol of several ,military bases.
- Guided personnel on physical security measures to safeguard classified information, reinforcing security protocols.
- Conducted training exercises to enhance compliance with established policies and regulations, improving operational readiness.
Customer Service Rep
American Customer Care
Dubuque
08.2016 - 06.2016
- Responded promptly to inquiries from members, staff, and clients via mail, e-mail, and fax, enhancing customer satisfaction.
- Communicated with customers and retail buyers about shipping statuses and expedited orders, facilitating efficient order fulfillment.
- Managed service requests and emergency call-outs, ensuring timely resolution under strict deadlines.
- Calculated accurate sales prices for purchase transactions.
- Surpassed daily targets for credit card applications by implementing effective outreach strategies.
- Prepared and sold diverse customized merchandise to individuals and commercial accounts.
Assistant Customer Service Manager
GovPay Inc
Indianapolis
03.2014 - 06.2015
- Provided leadership by exemplifying best practices for customer service team.
- Liaised between customers and management to efficiently resolve issues and enhance customer satisfaction.
- Utilized problem-solving skills to address escalated customer concerns, ensuring timely resolutions.
- Managed daily scheduling of customer service representatives to ensure continuous coverage.
- Enhanced service quality through in-depth knowledge of company products and services.
- Identified process improvements to streamline handling of customer inquiries and enhance service efficiency.
- Oversaw staffing levels to maintain adequate personnel and minimize overtime expenses.
Assistant Manager
Lids/Hatworld
Stillwater
09.2007 - 08.2009
- Resolved complex customer inquiries using problem-solving techniques, leading to improved customer experience.
- Engaged customers through effective verbal and written communication, enhancing customer satisfaction.
- Maintained comprehensive knowledge of company products to offer valuable recommendations.
- Handled telephone inquiries and complaints per established procedures, ensuring timely resolutions.
Customer Service Representative
Landmark Merchant Solutions
Chicago
07.2005 - 05.2008
- Delivered exceptional customer service by greeting and assisting each customer.
- Addressed customer inquiries and resolved complaints efficiently.
- Trained staff to deliver consistent outstanding customer service.
- Opened new store location, led recruitment and training initiatives for staff.
- Collaborated with district manager to develop strategies that enhanced store brand.
- Corrected communication issues among sales staff with tact and effectiveness.
Education
Associate of Applied Science -
Robert Morris University
Chicago01.2007
Skills
- Route optimization
- Project management
- Customer satisfaction focus
- Marketing expertise
- Sales acumen
- Team leadership
- Training and development
- Attention to detail
- Effective communication
- Customer service
Accomplishments
- Consistently generated additional revenue through skilled sales techniques.
- Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
- Interacted with 150+ corrections affiliates in US and Puerto Rico, ensuring reliable and high-speed delivery of high and low bonds for the security of business customers.
References
References available upon request.
Volunteer Experience
Goodman Center, Madison, WI, 03/21, 05/24, Developed strong communication skills while providing customer service to visitors at volunteer center., Organized and assisted with events, activities and programs to drive outreach initiatives., Participated in community clean-up and enrichment projects., Demonstrated interpersonal abilities by working collaboratively with other volunteers on various projects., Strengthened organizational and time management skills by balancing volunteer commitments with personal responsibilities.
Timeline
Bar Manager
Mom's bar
02.2022 - 07.2024
Volunteer
Goodman Center
03.2021 - 05.2024
Spark Driver
Delivery Driver Inc
01.2021 - Current
Customer Service Representative
Wisconsin Physician Services (WPS)
10.2018 - 04.2021
Bartender
The Cave Night Club
08.2016 - 04.2017
Customer Service Rep
American Customer Care
08.2016 - 06.2016
Assistant Customer Service Manager
GovPay Inc
03.2014 - 06.2015
Assistant Manager
Lids/Hatworld
09.2007 - 08.2009
Customer Service Representative
Landmark Merchant Solutions
07.2005 - 05.2008
Military Police/Combat Engineer
United States Army
03.2005 - 08.2016
Associate of Applied Science -
Robert Morris University