Midori Williams
Winter Haven,FL
Summary
Highly adaptable individual bringing several years of experience in customer service roles. Motivated professional with well-developed skills in task prioritization and team leadership.
Overview
13
13
years of professional experience
Work History
Customer Service Team Leader
City Furniture (Remote)
02.2021 - 06.2024
- Answered inbound phone calls and made outbound calls regarding customer questions/inquiries
- Evaluated customer account information to assess current issues and determine potential solutions
- Leveraged sales expertise to promote products and capitalized on upsell opportunities
- Educated customers about billing, payment processing, and support policies and procedures
- Recorded actions taken, issues resolved, and customer information to effectively manage customer accounts
- Training multiple new recruits for 90 days, then guiding employees through the work day.
Team Leader
Walgreens
01.2019 - 02.2021
- Providing team with training and advice
- Stocking and Facing
- Cash register handling
- Recorded actions and resolved issues among customer and/or employees.
Shift Manager
McDonalds
12.2011 - 01.2019
- Received a high volume of inbound telephone calls, chats, and emails, assisting customers with technical issues, online billing, account access, and product questions
- Identified and resolved issues using the latest patches, releases, virus detection, and troubleshooting techniques
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements
- Handled customer password resets, failed authentications, and registration for customer portals
- Tracked, documented, and retrieved information in the call tracking database.
Education
Medical Assistant Certificate – CPR Certified -
Penn Foster
Skills
- Excellent Customer Service
- Oral & Written Communication
- Multi-tasking Abilities
- Inbound & Outbound Calls
- Issue & Complaint Resolution
- Data Entry & Maintenance
- Active Listening Skills
- Microsoft Office Expertise
- Technical Support Expertise
- Upselling Products & Services
- Call Center Operations
- Work Task Prioritization
- Goal-Oriented
- Sales Development
Timeline
Customer Service Team Leader
City Furniture (Remote)
02.2021 - 06.2024
Team Leader
Walgreens
01.2019 - 02.2021
Shift Manager
McDonalds
12.2011 - 01.2019
Medical Assistant Certificate – CPR Certified -
Penn Foster