Melanie Williams
Customer Service
Houston,Texas
Summary
- Communicative customer service professional with 5+ years of experience supporting employees and customers. 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
15
15
years of professional experience
1
1
Certificate
Work History
Customer Service Lead
Walgreens
Houston, Texas
09.2018 - 08.2023
- Developed and implemented customer service policies and procedures to improve quality of customer experience.
- Resolved escalated issues from team members or customers in an efficient manner.
- Coordinates Workflow: Imports, Packaging, Planning, Sales
Team Lead, Package Handler
FedEx
Houston, Texas
11.2017 - 09.2018
- Sorted packages to appropriate slide, line or belt for final distribution.
- Conducted quality control checks to ensure safe and accurate packing procedures were followed prior to shipment.
- Trained new employees regarding warehouse procedures and standards.
Remote Technical Support Specialist
Comcast
Houston, Texas
05.2014 - 12.2017
- Provided technical assistance to customers through phone, email and chat support.
- Troubleshot customer inquiries related to software and hardware issues.
- Resolved escalated customer service issues in a timely manner.
- Assisted customers with installation of new hardware and software applications.
Trainer, Customer Service Representative
AT&T
Houston, Texas
09.2008 - 05.2014
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Developed strong relationships with customers by providing personalized assistance and support.
Education
Bachelor of Science - Psychology
Ashford University
01.2017
Skills
- Customer Service & Sales Coordinator
- Training
- Data Entry
- Leadership
- IT Support
- Quality Control
- Inbound & Outbound Call Management
- Fraud
- Order and Refund Processing
- Property and Casualty
Accomplishments
- Reviewed calls between newly hired agents and customers, offered insight and suggestions, enabling agents to be better prepared for various situations and client questions.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Timeline
Customer Service Lead
Walgreens
09.2018 - 08.2023
Team Lead, Package Handler
FedEx
11.2017 - 09.2018
Remote Technical Support Specialist
Comcast
05.2014 - 12.2017
Trainer, Customer Service Representative
AT&T
09.2008 - 05.2014
Bachelor of Science - Psychology
Ashford University
Certification
- Property and Casualty Licenses