Lillian Williams
Orlando,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the customer relations 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
10
10
years of professional experience
Work History
Front Desk Clerk
OmniCare Medical Center L.LC.
09.2018 - 05.2022
- Completed clerical tasks such as filing, copying and distributing mail.
- Interacted with customers by phone, email or in-person to provide information.
- Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
- Delivered clerical support by handling range of routine and special requirements.
- Verified accuracy of business records by consistently updating customer information.
- Processed payments.
- Arranged rapid office equipment repair and maintenance with vendors.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
- Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff.
- Assisted over 50 clients a day.
Customer Service Representative
Live Lead Pros
02.2015 - 07.2018
- 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.
- Answered constant flow of customer calls with minimal wait times.
- Recommended products to customers, thoroughly explaining details.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
Dispatcher Office Assistant
Doorstep Delivery
05.2012 - 02.2015
- Directed dispatching, routing and tracking of 10 vehicles.
- Maintained updated and detailed records of calls in physical and electronic database.
- Closely monitored dispatch board to triage and prioritize over 200 daily calls.
- Sent out delivery drivers to assist callers based on locations, needs and worker availability.
- Directed investigations to verify and resolve customer or driver complaints.
- Increased area coverage by 100% through effective scheduling and detailed location monitoring.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Increased customer service success rates by quickly resolving issues.
- Advised regarding delays and special circumstances.
- Completed daily logs for management review.
Education
High School Diploma -
Jones High School
Orlando, FL05.2010
Skills
- Verbal and Written Communication
- Microsoft Office
- Prioritizing Work
- Payment Processing
- Customer Service
- Call Transfers
- Upselling Products and Services
- Issue and Complaint Resolution
- Data Entry and Maintenance
- Workflow Processes
- Online Chat
- Inbound and Outbound Leads
Timeline
Front Desk Clerk
OmniCare Medical Center L.LC.
09.2018 - 05.2022
Customer Service Representative
Live Lead Pros
02.2015 - 07.2018
Dispatcher Office Assistant
Doorstep Delivery
05.2012 - 02.2015
High School Diploma -
Jones High School
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