Natasha Williams
Miramar,FL
Summary
Results-driven and customer-focused leader with a proven track record of 10 years of extensive experience in management. Seeking a challenging role to utilize leadership skills in driving operational excellence and contributing to business success. Adept at fostering collaboration and driving productivity in alignment with the organization's goals. Committed to excelling in supervision and management, leveraging experience and educational background to foster positive employee relations that increase employee retention and enhance customer satisfaction in a dynamic work environment. Proactive product specialist with advanced problem-solving skills and technical aptitudes, effective both independently and as a contributing member of a team. Talented in day-to-day product management and financial analysis.
Overview
9
9
years of professional experience
Work History
Consumer Product Specialist & Sales/ Retention Specialist
American Express
11.2021 - Current
- The first point of communication for a global company servicing card members with a variety of needs
- Consumer retention specialist managing card member accounts to better assist with saving card members who may be considering making impactful changes or cancel to their accounts
- Assisted with leadership duties such as card member escalations and, leadership coaching sessions
- Trained and provided coaching to 7-10 junior team members.
Account Management and Billing Specialist
Comcast
11.2019 - 11.2020
- Served as the customer’s first point of contact regarding billing issues related to their cable services
- Assessed customer’s interest and needs for 'needs based' sales opportunities of Comcast products/services that would fit their billing criteria
- Educated customers on billing cycles and processes to ensure that customers understand their statements to mitigate future billing concerns
- Navigated through multiple internal systems to retrieve relevant information for resolving billing issues.
- Verified accuracy of accounts payable payments, resulting in 20% reduction in payment errors and check reissues.
- Researched and resolved billing discrepancies to enable accurate billing.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked with multiple departments to check proper billing information.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
Teller I
TD Bank
03.2019 - 11.2019
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
- Supported team members in achieving branch goals through collaboration, communication, and shared responsibilities.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
Quality Analyst
Convey Health Solutions
09.2018 - 03.2019
- Analyzed quality and performance data to support operational decision-making.
- Developed and maintained quality assurance procedure documentation.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Administered 40-60 internal quality audits and assessed results to inform corrective action measures.
- Ensured compliance with regulatory requirements by meticulously reviewing documentation and maintaining accurate records.
- Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
Member Services Specialist
Space Coast Credit Union
12.2015 - 01.2018
- Managed complex membership accounts, ensuring accurate record-keeping and timely updates.
- Handled delicate situations diplomatically to maintain positive relationships between the organization and its valued members.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
High School Diploma -
North Miami Sr. High School
06.2010
Skills
- Adaptability
- Effective Communication
- Microsoft Office
- Salesforce
- Customer Communication and Empathy
- Collaborative Team Player
- Microsoft Windows and Office
- Attention to Detail
Timeline
Consumer Product Specialist & Sales/ Retention Specialist
American Express
11.2021 - Current
Account Management and Billing Specialist
Comcast
11.2019 - 11.2020
Teller I
TD Bank
03.2019 - 11.2019
Quality Analyst
Convey Health Solutions
09.2018 - 03.2019
Member Services Specialist
Space Coast Credit Union
12.2015 - 01.2018
High School Diploma -
North Miami Sr. High School
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