Leslie Williams
Grand Prairie
Summary
Demonstrated ability to resolve discrepancies and improve customer satisfaction in high-pressure settings. Expertise in communication and problem-solving fosters effective team collaboration and technical troubleshooting. Proven experience in call center operations enhances customer service and sales performance.
Overview
26
26
years of professional experience
Work History
Acquisitions Specialist
Amazon.com
Irving
08.2021 - Current
- Resolved discrepancies for internal customers, ensuring accurate and timely order fulfillment.
- Facilitated knowledge sharing and provided process guidance to support team members.
- Maintained accurate documentation and records to comply with company standards.
- Adapted swiftly to new systems and technology updates in a fast-paced environment.
- Collaborated with cross-functional teams to troubleshoot issues and ensure smooth operations.
Administrative & Program Coordinator
KVOP International
Dallas
01.2014 - 07.2020
- Delivered customer and member support via email, phone, and in-person interactions.
- Managed scheduling and coordination for events, programs, and meetings.
- Created and distributed organizational newsletters and digital communications.
- Maintained accurate confidential records and documentation across databases.
- Supported budgeting processes, expense tracking, and vendor relations.
- Strengthened community and partner relationships through consistent professional engagement.
- Utilized Microsoft Office, Google Workspace, Canva, and scheduling tools to enhance operations.
Mortgage Collections Representative
CitiFinancial
Irving
08.2008 - 12.2013
- Managed over 100 daily calls to support borrowers and negotiate payment options.
- Achieved 75% resolution rate while adhering to FDCPA regulations.
- Guided customers through mortgage options, providing tailored solutions to financial needs.
- Researched and resolved disputes, enhancing resolution times by 80%.
- Processed payments and financial transactions accurately and confidentially.
- Cultivated long-term customer relationships through effective communication and empathy.
Customer Service |Billing | Technical Support
Suddenlink
Dallas
11.2006 - 08.2008
- Resolved billing issues and delinquent accounts with precision, maintaining accurate payment records.
- Managed escalations and complaints professionally, achieving an 85% resolution rate.
- Handled high-volume inbound customer calls exceeding 100 daily, ensuring 95% satisfaction.
- Trained junior agents in service techniques and system navigation to enhance team capability.
- Delivered step-by-step technical support, achieving an 85% first-call resolution for various devices.
Journeyman, Senior Airman
United States Air Force, USAF
09.1999 - 04.2004
- Maintained communication systems to support mission operations and ensure documentation accuracy.
- Trained personnel on protocols and equipment handling to enhance team readiness.
- Ensured compliance with safety procedures and operational standards to achieve high accuracy.
Education
Some College (No Degree) - Business Administration and Management
Southern New Hampshire University
Hooksett, NHSome College (No Degree) - Business Administration and Management
Tarrant County College
Fort Worth, TXSkills
- Microsoft Office Suite
- Collaborative teamwork
- Client service and support
- Communication proficiency
- De-escalation strategies
- Conflict resolution
- Technical troubleshooting resolution
- High-volume call management
- Analytical problem-solving
- Prioritization skills
Timeline
Acquisitions Specialist
Amazon.com
08.2021 - Current
Administrative & Program Coordinator
KVOP International
01.2014 - 07.2020
Mortgage Collections Representative
CitiFinancial
08.2008 - 12.2013
Customer Service |Billing | Technical Support
Suddenlink
11.2006 - 08.2008
Journeyman, Senior Airman
United States Air Force, USAF
09.1999 - 04.2004
Some College (No Degree) - Business Administration and Management
Southern New Hampshire University
Some College (No Degree) - Business Administration and Management
Tarrant County College