Summary
Overview
Work History
Education
Skills
Timeline
Generic

Leslee Williams

Houston,TX

Summary

Experienced in customer service and office administration with a strong focus on consumer empathy. Skilled in multitasking, problem-solving, attention to detail, and logistics. A valuable asset for any company. Reliable Service Representative with background in customer service and sales. Gained valuable experience addressing customer inquiries, resolving complaints and promoting new products or services. Strengths include communication skills, problem-solving abilities, and commitment to customer satisfaction. Previous roles have shown significant improvement in customer engagement and overall client relations. Customer-focused Service Representative recognized for high productivity and efficient task completion. Possess specialized skills in customer communication, problem resolution, and process optimization. Excel in active listening, empathy, and adaptability, ensuring exceptional service delivery in fast-paced environments. Friendly and efficient professional devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable regarding standards with strong skill in retaining product and service information to provide effective issue resolution. Skilled in promoting sales to increase revenue while addressing diverse issues. Proficient Service Representative knowledgeable about scheduling appointments, updating accounts, and managing calendars. Offering many years of customer relations experience and a deep understanding of the industry. Adept at resolving customer concerns and building retention. Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Hardworking professional with a dedication to customer satisfaction. Ready to apply several years of experience to new position.

Overview

42
42
years of professional experience

Work History

PSR-Pharmacy Service Rep and Supervisor

Teleperformance USA
Killeen, Texas
12.2021 - Current
  • Greeted customers and answered inquiries in a professional manner.
  • Assisted customers with purchases, returns, and exchanges of merchandise.
  • Provided excellent customer service by addressing customer needs in a timely fashion.
  • Processed payments via cash, check, or credit card transactions.
  • Resolved customer complaints promptly and efficiently.
  • Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.
  • Performed inventory counts to ensure accuracy of stock levels on hand.
  • Ensured compliance with all safety regulations within the store environment.
  • Tracked daily sales figures and updated spreadsheets accordingly.
  • Worked closely with supervisors to ensure that tasks were completed according to company standards.
  • Contributed ideas on how to improve processes related to customer service delivery.
  • Resolved customer concerns with friendly and knowledgeable service.
  • Upheld strict standards for quality and performance.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Cultivated relationships with teammates to assist customers with inquiries or resolve problems.
  • Updated accounts with recent information and processed customer payments.
  • Delivered accurate service information to meet goal-directed development plan.
  • Consulted with customers regarding needs and addressed concerns.
  • Met and exceeded productivity targets by handling every interaction with top-notch customer service.
  • Processed customer account changes with proprietary software.
  • Audited customer account information to identify issues and develop solutions.
  • Leveraged opportunities to upsell company products and services while providing information and discussing options with customers.
  • Performed needs analysis and presented options based on findings to help customers make decisions.
  • Escalated complex issues and set up appointments for further service.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed strong customer relationships to encourage repeat business.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Supported sales team members to drive growth and development.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Updated databases with new and modified customer data.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Collected deposits or payments and arranged for billing.
  • 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.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Promoted available products and services to customers during service, account management and order calls.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Mentored junior team members and managed employee relationships.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.
  • Strengthened customer retention by offering discount options.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Surpassed sales goals through implementation of successful marketing strategies.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Liaised between customers and retail buyers to expedite orders and meet customer demands.
  • Determined accurate prices for customer services, consistently searching for deals and best prices.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Led on- and off-site customer support teams across multiple time zones.
  • Assisted with recruitment efforts, such as posting job openings, reviewing resumes and conducting interviews.
  • Conducted new hire orientations and onboarding processes to ensure compliance with company policies.
  • Maintained employee records in accordance with applicable legal requirements.
  • Managed employee relations issues such as grievances, disciplinary action, conflict resolution.

Owner/Manager/Administration

CSS CORPORATE SECURITY SERVICE, LLC
Houston, Texas
10.2003 - 09.2021
  • My husband and I owned and operated a Security company that employed active Off-duty Police Officers as well as, Security Officers in numerous positions such as retail, restaurants, banks, hospitals and the like
  • I handled all payroll, invoicing, 940 and 941 taxes, hiring and scheduling and all back-office duties
  • Our contracts, service inquiries and complaints were also part of my duties
  • The Company was sold in August of this year
  • My husband is a full-time active Deputy Constable with Harris County Precinct One Constables Office

Customer Service/Office Manager

Metropolitan Transit Authority
Houston, Texas
03.1982 - 05.2003
  • Supervised 21 employees in the customer service/dispute resolution department
  • Heavy inbound Customer calling center
  • Walk-in clients with complaints about ridership and billing issues related to transit passes
  • I retired to pursue self-employment opportunities

Education

Associate of Applied Science - Accounting And Business Management

University of Houston - Downtown
Houston, TX
05-1981

Skills

  • Customer Service
  • Accounting
  • Windows 11
  • Microsoft 365
  • Power Point
  • Excel
  • Word
  • Spreadsheets
  • Inbound/Outbound Calls
  • Logistics
  • Scheduling
  • 55 WPM Typing
  • Multi-tasker
  • Resolutions
  • Dual Monitors
  • Noise Cancelling Headset
  • Quiet Work Environment
  • Payment Acceptance
  • Membership renewals
  • System updates
  • Service Recommendations
  • Complaint Handling
  • Remote assistance
  • Schedule Management
  • Account Updates
  • Technical Support
  • Organization
  • Database Maintenance
  • Service Reporting
  • Account updating
  • Customer Support
  • Customer Relationship Management
  • Calendar Management
  • Customer Relations
  • Trend tracking

Timeline

PSR-Pharmacy Service Rep and Supervisor

Teleperformance USA
12.2021 - Current

Owner/Manager/Administration

CSS CORPORATE SECURITY SERVICE, LLC
10.2003 - 09.2021

Customer Service/Office Manager

Metropolitan Transit Authority
03.1982 - 05.2003

Associate of Applied Science - Accounting And Business Management

University of Houston - Downtown

Similar Profiles

CREATE PROFILE
Leslee Williams