Mia Williams
Round Rock,United States
Summary
Customer Service Representative / Office Manager with over 22 years of experience excels in streamlining office operations and enhancing customer service through meticulous attention to detail and problem-solving. Proficient in MS Excel, Access, and Outlook, with a strong background in customer service, electric/utility experience, and effective decision-making skills. Aims to leverage expertise in office management and customer service to contribute to efficient, high-quality operations. Results-driven Customer Solutions Specialist known for high productivity and efficient task completion. Skilled in conflict resolution, customer relationship management, and communication technologies. Excel in active listening, empathy, and problem-solving to enhance customer satisfaction and loyalty.
Overview
23
23
years of professional experience
Work History
Customer Solutions Specialist
Charter Communications, Inc.
Austin, Texas
06.2024 - 05.2025
- Handling Customer Inquiries about services that are provided and billing inquiries
- Problem Solving
- Identify the root cause of customer issues and develop solutions to address them.
- Implement solutions to customer problems, ensuring a positive resolution and customer satisfaction.
- Researching and Documentation, research order status, gather customer feedback, and document interactions to improve processes
- Build customer loyalty through effective communication, asking questions that help you understand their needs.
- Product Knowledge: Knowledge to guide customers through self-service tools.
- Ensuring Customer Satisfaction and one call resolution: The ultimate goal is to ensure customers are satisfied with their experience and receive professional, timely support
Office Manager Invoice Coordinator
Nesco Blackbox
Austin, Texas
03.2020 - 02.2024
- Ensure that the office is always clean and ready for guests
- Answer and direct incoming phone calls
- Welcome and direct any visitors or clients
- Administer parking permits
- Receive and distribute incoming mail and deliveries
- Facilitate courier deliveries
- Coordinate food deliveries for various internal and client meetings and assist with catering setup and clean up as needed
- Order and stock office and break room supplies
- Vendor coordination, building management, and maintenance as needed
- Maintain a contact list for internal employees
- Read notes entered into Service Now so that time can be entered into SAP for all technicians
- Process and prepare expense reports
Violation Enforcement Clerk
Conduent/Continuum
Austin, Texas
06.2019 - 01.2020
- Research accounts to verify if the person is considered a Habitual Violator
- Assist customers with resolving their outstanding toll balances, by either offering them a payment plan or paying the account in full
- Create payment plans based on the research that we used to classify them as Habitual Violators of the Texas Tollways
- Make outbound calls to the customer to go over the payment options that are outlined in the payment plan
- Open a new account for all future toll usage
- Explain what highways are covered under their toll tags
- Setup meetings with customers who would like to discuss their payment plans face to face, make their first payments, and open new accounts
- Review vehicle information by using the Texas Department of Motor Vehicles website
- Verify if the customer has used a different name by using the system CLEAR
Customer Service Representative Level III
Conduent/Continuum
Austin, Texas
01.2019 - 06.2019
- Train new employees, but not limited to, on Go EBT equipment, settlement questions, billing, and updating bank information.
- Make Inbound and Outbound calls to Go EBT retailers
- Provide settlement amounts for transactions
- Handle disputes and refunds.
- Provide troubleshooting for equipment connected to analog phones and IP
- Process replacements for Point-of-Sale systems to process EBT Food stamp benefits or Temporary Assistance for Needy Families cash benefits.
- Provide the status of authorization by the USDA before beginning new contracts
- Verify W-9 for the IRS.
- Research fees that have been processed incorrectly to Card Holders account
- Process refunds to cardholders that have been processed incorrectly
Legal Project Clerk/Immigration
K&L GATES
Austin, Texas
09.2017 - 08.2018
- Copy and scan Immigration Filings
- Scan and email incoming mail to Paralegals and Attorney's
- Assemble documents for Immigration filings
- Assemble and label new client files
- Data entry of documents and government correspondence into Zoom software
- Filling out simple Immigration forms into Zoom software
- Setup extranet sites when large documents must be shared with clients
- Send out notices of routine correspondence
- Data entry of all incoming mail and correspondence into IManage software
- Other tasks as assigned
Receptionist
K&L GATES
Austin, Texas
02.2014 - 09.2017
- Setup video and audio conferences
- Maintain calendars and conference rooms for visiting guests and clients
- Answer phones and direct calls, first point of contact
- Setup new security badges for all incoming employees
- Train all new temporary employees on Receptionist duties
- Enter time for Attorney's
- Assist with any additional tasks that are assigned
- Coordinate catering
- Facilities support
Receptionist
Intera
Austin, TX
01.2013 - 01.2014
- Answer phones and direct calls
- Mail distribution
- Supply ordering
- Liaise with building management
- Invoice processing
- Prepare shipping labels for outgoing shipments
- Facilities support
- Work with vendors for supplies and pricing
- Assist with printing and binding
Office Manager/Receptionist
Green Mountain Energy Company
Austin, Texas
04.2004 - 01.2013
- Answer phones and direct calls, first point of contact
- Mail distribution
- Supply ordering
- Liaise with building management
- Invoice processing
- Coordinate catering
- Facilities support
- Support members of the executive team (travel, schedules, etc.)
- Legal team support (contract processing and filing)
- Event planning and support with general office projects
- Work closely with the Executive Administrative Assistant
- Negotiate pricing for copiers, vending, and office furniture
Customer Advocate Team Lead Customer Care
Green Mountain Energy Company
Austin, Texas
11.2003 - 04.2004
- Act as supervisor on duty and provide leadership in the call center
- Handle escalated customer issues, disputes and authorize write-off of charges
- Research and resolve billing, enrollment, and cancellation issues and troubleshoot accounts
- Follow up with customers via verbal and / or written communication to ensure resolution
- Maintain a level of superior customer service and quality assurance
Senior Customer Care Representative
Green Mountain Energy Company
Austin, Texas
05.2002 - 11.2003
- Ensure quality and consistency of information given to the customer
- Improve customer retention by educating customers about the environmental benefits Green Mountain provides
- Ensure first-call resolution by providing the best customer experience and resolution
- Meet or exceed required performance metrics
Education
High School Diploma -
Nacogdoches High School
Nacogdoches, TX05-1986
Nursing
Stephen F. Austin State University
Nacogdoches, TXNursing
Angelina College
Lufkin, TXSkills
- Billing
- Executive Assistant Skills
- Telephone Skills
- Customer Support/Service
- Calendar Management
- Data Entry
- Event Management
- Catering Services
- United States Department of Agriculture (USDA)
- SAP
- IManage
- ServiceNow
- Team Lead/Manager
- Office Management
- Metrics
- Pricing
- Administrative Skills
- Quality Assurance
- Retail Sales
- Microsoft Windows Operating System
- Organizational Skills
- Expense Reports
- Property Management
- Food Delivery
- Mail Processing
- Contact Management
- SAP Administration
- Property Maintenance
- Plan Meetings
- Point of Sale (POS) Systems
- Staff Training
- Identify Issues
- IP (Internet Protocol)
- Legal
- Software Administration
- Government
- Audioconferencing
- Facilities Management
- Direct Mail
- Printing
- Contract Processing
- Legal Support Skills
- Copying Machines
- Negotiation Skills
- Furniture
- Customer Service Evaluation
- Resolve Customer Issues
- Call Centers
- Presentation/Verbal Skills
- Customer Escalations
- Leadership
- Data Quality
- Customer Retention/Renewal
- Customer Training
- Performance Metrics
- Customer Experience
- Operating Systems
Languages
English - Fluent
Timeline
Customer Solutions Specialist
Charter Communications, Inc.
06.2024 - 05.2025
Office Manager Invoice Coordinator
Nesco Blackbox
03.2020 - 02.2024
Violation Enforcement Clerk
Conduent/Continuum
06.2019 - 01.2020
Customer Service Representative Level III
Conduent/Continuum
01.2019 - 06.2019
Legal Project Clerk/Immigration
K&L GATES
09.2017 - 08.2018
Receptionist
K&L GATES
02.2014 - 09.2017
Receptionist
Intera
01.2013 - 01.2014
Office Manager/Receptionist
Green Mountain Energy Company
04.2004 - 01.2013
Customer Advocate Team Lead Customer Care
Green Mountain Energy Company
11.2003 - 04.2004
Senior Customer Care Representative
Green Mountain Energy Company
05.2002 - 11.2003
High School Diploma -
Nacogdoches High School
Nursing
Stephen F. Austin State University
Nursing
Angelina College
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