Nadia Williams
Columbus,Ohio
Summary
Dedicated Customer Service Representative providing exceptional customer service through active listening and problem solving. Attentive Customer Service Representative with 5+ years achieving customer service satisfaction and customer retention goals. Independent and quick thinking team player.
Overview
17
17
years of professional experience
Work History
Bus Driver
Columbus City Schools
10.2018 - 10.2022
- Enhanced passenger safety by conducting thorough pre-trip inspections and maintaining a clean bus environment.
- Improved route efficiency by consistently reviewing and adjusting routes based on traffic patterns and customer feedback.
- Ensured timely arrivals and departures by strictly adhering to schedules and effectively managing unforeseen circumstances.
- Promoted positive rider experience by providing courteous, attentive service and addressing customer concerns promptly.
- Assisted passengers with disabilities, ensuring safe boarding, comfortable travel, and proper disembarking procedures were followed.
- Collaborated with school staff to coordinate transportation needs for field trips, sporting events, and other extracurricular activities requiring off-site travel.
- Maintained open communication lines with dispatchers to report any delays, accidents or emergencies encountered while on the road.
- Developed strong rapport with regular passengers by providing friendly service, remembering names, engaging in conversations when appropriate.
- Implemented proper emergency procedures as needed, addressing any potential hazards and ensuring the safety of all passengers on board.
- Maintained a clean and sanitary bus interior by regularly inspecting for cleanliness, removing trash, and reporting necessary repairs to management.
- Completed pre- and post-trip bus inspections for safe passenger transportation.
Customer Service Representative
Zulily.com
05.2018 - 10.2018
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Product Sales
Discover Card
11.2017 - 03.2018
- Cross-sold services, upgrading customers to different plans and product packages.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high call volume while maintaining a professional and friendly demeanor with all customers.
- Maintained up-to-date knowledge of products, features, and promotions to better assist customers.
- Boosted sales through effective product recommendations tailored to individual customer needs.
Customer Service
I-Qor
03.2016 - 09.2017
- Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
- Managed customer service inquiries and complaints for customer satisfaction.
- Demonstrated high level of customer service to increase retention and satisfaction.
- Trained installers, sales representatives and customer service representatives on electronics products.
- Developed and maintained strong relationships to deliver exceptional customer service support.
Toddler Teacher
High Hopes Enrichment Center
09.2015 - 04.2016
- Read stories to the children and taught them painting, drawing and crafts
- Employed a variety of materials for children to explore and manipulate in learning activities and imaginative play
- Disciplined children and recommended other measures to correct behavior
- Carefully monitored children's play activities
- Offered detailed daily reports that outlined each child's activities.
Home Heath Care Provider
Affecionate Home Health Care
02.2015 - 10.2015
- Ran errands, including grocery shopping and picking up dry cleaning
- Cared for the family's dogs, including feeding and walking them several times per day
- Cleaned the house, including laundry, sweeping and mopping
- Assisted patients with physical movements to help restore function and lessen pain and disability
- Instructed patients in the safe and effective use of pulleys, weights, inclined surfaces and other equipment.
Intake Specialist/Family Support /Empolyment Resources/Transportation
YWCA Family Center
02.2008 - 09.2013
- Verified and logged in deadlines for responding to daily inquiries
- Updated families information on a daily basis
- Managed incoming and outgoing calls
- Scheduled and confirmed appointments for families
- Coordinated the scheduling of classes for Assigned Program
- Conducted needs assessments and referred families to financial, medical, social and community assistance and services
- Transported families to and from appointments.
Retention Specialist
Affinion Group
04.2006 - 01.2008
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Provided accurate and appropriate information in response to customer inquiries
- Demonstrated mastery of customer service call script within specified timeframes
- Addressed customer service inquiries in a timely and accurate fashion
- Regularly sought opportunities to upsell and add additional memberships.
Education
GED -
Life Skills Center Of Columbus North
Columbus, OH06.2003
Skills
- Strong organizational skills
- Active listening skills
- Seasoned in conflict resolution
- Sharp problem solver
- Courteous demeanor
- Energetic work attitude
- Telecommunication skills
- Adaptive team player
- Dedicated to process improvement
- Conflict resolution proficiency
- Strong problem solving ability
- Troubleshooting skills
- Customer Service
Accomplishments
- Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
- Customer Service Product Sales - Cross-sold services, upgrading customers to different plans and product packages.
Career Overview
Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.
Timeline
Bus Driver
Columbus City Schools
10.2018 - 10.2022
Customer Service Representative
Zulily.com
05.2018 - 10.2018
Customer Service Product Sales
Discover Card
11.2017 - 03.2018
Customer Service
I-Qor
03.2016 - 09.2017
Toddler Teacher
High Hopes Enrichment Center
09.2015 - 04.2016
Home Heath Care Provider
Affecionate Home Health Care
02.2015 - 10.2015
Intake Specialist/Family Support /Empolyment Resources/Transportation
YWCA Family Center
02.2008 - 09.2013
Retention Specialist
Affinion Group
04.2006 - 01.2008
GED -
Life Skills Center Of Columbus North
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