Natasha Williams
Jacksonville,NC
Summary
Customer Service Professional highly skilled in call center management, training, recruiting, service solutions, and innovative marketing concepts. Authorized to work in the US for any employer. Reliable and enthusiastic sales and service agent with experience in reception, concierge, and customer service areas. Skilled in customer engagement, problem resolution, and various software operations. Known for remaining poised and calm in busy environments.
Overview
9
9
years of professional experience
Work History
Advocate
BetterHelp, LLC
07.2022 - 08.2023
- Multi-Site Trained, Responded to a high volume of inquiries via email support and resolved all concerns from our members via email
- Proficiently trained in issue resolution
- Provided a high level of service and outstanding support to improve the member experience, ensure high customer satisfaction, and educated clients on extensive platform features
- Handle general administrative work as it relates to the team when needed
- Assisted members with and directly solved account inquiries
- Primary focus on retention, customer satisfaction, and
- White-glove experience
- Conducted personalized research by matching client needs for a customized experience
Specialized Sales Service Agent
Wayfair, LLC
06.2021 - 07.2022
- Provide customers with excellent customer experience while exceeding goals on inbound phone sales
- Served as a direct liaison between customers and suppliers regarding specific product information
- Serve existing accounts, obtain orders, and establish new accounts
- Actively listen to customers and use expertise, creativity, and passion to explore products and assist customers in making purchasing decisions
- Balanced professionalism and friendliness – creating a unique customer experience on every call
- Nurtured connections with established customers to identify new needs, match offerings, and drive sales
- Engaged customers with engaging, informative presentations to highlight benefits and overcome objections
- Displayed strong telephone etiquette, effectively handling difficult calls
- Answered questions and informed customers of current sales and promotions
- Handled client inquiries with exceptional professionalism and enthusiasm
Front Desk Receptionist
Young
Jacksonville, NC
08.2018 - 07.2019
- Scheduled and confirmed appointments
- Answered and directed incoming calls using a multi-line telephone system
- Answered phone calls, provided information, and connected callers to appropriate people
- Answered office phone and emails to schedule appointments, answer questions, and document information
- Greeted incoming patients and verified paperwork to manage smooth intake processes
- Delivered administrative support to team members by making copies, faxing, organizing documents, and rearranging schedules.
Customer Service Representative
Convergys, FedEx
Jacksonville, NC
10.2014 - 07.2015
- Answered inbound calls for, Campaign
- Averaged 80-110 calls per shift
- Retrieved tracking information discussed pricing points for business and personal customers
- Assessed customers' needs and translated them into solutions coordinated with customers with resolving billing issues
- FAcIrst point of contact with customers seeking assistance in billing, tracking, and account installation
- Acted as a direct liaison between customers, dispatch, and customer service supervisors
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanor
- Educated customers on exceptional pricing opportunities and company offerings
- Documented conversations with customers to track requests, problems, and solutions
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Education
Bachelor of Science - Psychology
North Carolina Central University
Dec 2020
Skills
- Issue handling
- Administrative skills
- Cash transactions
- Email and telephone decorum
- Customer assistance and interaction
- Technologically savvy
- Listening skills
- Appointment confirmation
Additional Information
- WEBSITES, PORTFOLIOS, PROFILES https://www.linkedin.com/feed/
Timeline
Advocate
BetterHelp, LLC
07.2022 - 08.2023
Specialized Sales Service Agent
Wayfair, LLC
06.2021 - 07.2022
Front Desk Receptionist
Young
08.2018 - 07.2019
Customer Service Representative
Convergys, FedEx
10.2014 - 07.2015
Bachelor of Science - Psychology
North Carolina Central University
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