Lillian Williams
Shallotte,NC
Summary
Proven expert in service delivery optimization and customer support, I enhanced client satisfaction and efficiency at Focus Broadband. Leveraging strong work ethic and excellent communication, I spearheaded service process streamlining and team training, significantly improving service standards and fostering client loyalty. Skilled in technical knowledge and workflow management, I consistently exceed targets through innovative solutions and teamwork.
Hardworking employee enthusiastic about learning team lead responsibilities inside and out. Pursues opportunities to learn new skills and contribute to group success. Offers strong administrative, relationship-building and problem-solving abilities.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Communication Services Specialist
Focus Broadband
08.2021 - Current
- Managed high-volume workloads, prioritizing tasks to ensure timely completion and quality results.
- Trained new team members, sharing best practices and ensuring consistent service standards across the department.
- Streamlined service processes for increased efficiency and improved customer experiences.
- Assisted sales teams in designing customized solutions for clients based on their unique needs and requirements.
- Developed strong relationships with clients, fostering trust and loyalty through exceptional service delivery.
- Collaborated with cross-functional teams to develop and implement service improvements.
- Fostered a positive work environment that encouraged collaboration, innovation, and continuous improvement among team members.
- Provided expert guidance in troubleshooting complex issues, leveraging extensive industry knowledge to resolve problems quickly and efficiently.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Positively engaged with customers and maintained professional appearance as company representative.
- Followed instructions from supervisor regarding daily job tasks and duties.
- I have also assisted in creating the schedule for the field technicians and efficiently mapped out their day when going from one customers home to another.
Sales Associate
Minute Man Food Mart
06.2019 - 08.2021
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
Sales Associate
Food Lion
05.2018 - 07.2020
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Helped customers locate products and checked store system for merchandise at other sites.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
Back St. Cafe
Steven Cuzo
05.2016 - 05.2018
- Maintained high standards of cleanliness throughout the bake shop by adhering to rigorous sanitation protocols.
- Collaborated with the baking team to develop new recipes and seasonal menu items, contributing to increased sales and positive customer feedback.
- Handled customer complaints with empathy and professionalism, taking steps to rectify issues promptly and maintain a strong reputation for the bake shop.
- Increased repeat business through exceptional customer service and genuine rapport-building with patrons.
- Organized backroom storage areas effectively for easy access to ingredients and supplies during production.
- Handled special orders for events such as weddings and parties, coordinating with customers to ensure timely delivery and satisfaction with final products.
- Managed cash register operations efficiently, processing transactions accurately and maintaining balanced tills at the end of each shift.
- Maintained tidy and organized work area to comply with cleanliness standards.
- Kept kitchen, counter and dining areas cleaned and sanitized.
Education
High School Diploma -
West Brunswick High School
Shallotte, NC06.2018
Skills
- Customer Support
- Workflow Management
- Sales Support
- Service Delivery Optimization
- Strong Work Ethic
- Customer Service
- Attention to Detail
- Listening Skills
- Multitasking and Organization
- Excellent Communication
- Computer Skills
- Handling Customer Complaints
- Team Collaboration
- Technical knowledge
- Quality Inspection
Timeline
Communication Services Specialist
Focus Broadband
08.2021 - Current
Sales Associate
Minute Man Food Mart
06.2019 - 08.2021
Sales Associate
Food Lion
05.2018 - 07.2020
Back St. Cafe
Steven Cuzo
05.2016 - 05.2018
High School Diploma -
West Brunswick High School
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