Markayla Williams
Jacksonville,FL
Summary
Detail-oriented and thoughtful professional prepared to excel in the medical field and contribute to organizational objectives. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Maximus Federal
Remote
03.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Security
Allied
08.2023 - 12.2024
- Provided security services for Allied in the Security market
- Implement a comprehensive security program that addresses all aspects of physical and digital security, including access control, surveillance, and incident response
- Implement new security protocols to ensure the safety and security of Allied's premises and assets in the evolving Security market
- Develop and conduct security training programs for employees to ensure they are aware of potential security threats and how to respond
Customer Service Representative
Teleperformance
Jacksonville, FL
02.2021 - 12.2022
- Answered incoming calls and emails, providing frontline customer support
- Answered inbound calls, chats and emails to facilitate customer service
- Demonstrated excellent communication skills in resolving product and consumer complaints
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification
- Consulted with customers to resolve service and billing issues
- Set up and activated customer accounts
Customer Service Representative
HGS - Hinduja Global Solutions
Jacksonville, FL
01.2020 - 12.2022
- Provide exceptional customer service by resolving customer inquiries and complaints in a timely and professional manner, ensuring customer satisfaction and maintaining a positive image of the company
- Identify and recommend process improvements to enhance customer satisfaction and improve operational efficiency
- Assist customers in understanding and navigating through the company's online platform to ensure a seamless user experience
- Collaborate with cross-functional teams to develop and implement customer service initiatives that align with the company's strategic goals and enhance the overall customer experience
Substitute Teacher
Childcare Careers
01.2017 - 12.2020
- Took ongoing assignments for daycares/preschools in need of a teacher
- Followed all dcf rules and guidelines while providing excellent care to the kids
- Provided the children and babies with a safe environment to learn and grow inside a great learning facility
- Offering an outgoing spirit every day to both parents and student to make both feel welcomed, and comfortable
- Prepared meals when needed
- Changed diapers and made sure kids were clean
- Educated kids at appropriate age levels
- Followed any and all guidelines at any school I was sent to
- Met with parents daily to inform them of how their child day was
- Document on any accident if needed
- Record child daily schedule
- Make lesson plans for classroom
Companion
gems and life skills
Jacksonville, FL
01.2019 - 01.2020
- Provide emotional support and companionship to clients, creating a positive and nurturing environment
- Facilitate activities and programs that promote social interaction and enhance the emotional well-being of companions
- Organize and facilitate engaging activities and outings for clients to promote socialization and overall well-being
- Plan and organize outings and trips for clients to enhance their social experiences and provide opportunities for personal growth
Education
High School Diploma -
Oakleaf High School
Orange Park, FL06.2021
Timeline
Security
Allied
08.2023 - 12.2024
Customer Service Representative
Maximus Federal
03.2023 - Current
Customer Service Representative
Teleperformance
02.2021 - 12.2022
Customer Service Representative
HGS - Hinduja Global Solutions
01.2020 - 12.2022
Companion
gems and life skills
01.2019 - 01.2020
Substitute Teacher
Childcare Careers
01.2017 - 12.2020
High School Diploma -
Oakleaf High School