Summary
Overview
Work History
Education
Skills
Websites
Certification
Board Positions Volunteerism
Personal Information
Timeline
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Nekedra Williams

Orlando,FL

Summary

Versatile Customer Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Wealth Management Specialist

Truist Financial Corporation
01.2022 - 12.2023
  • Conducted comprehensive financial analysis for high-net-worth clients, evaluating investment portfolios, risk tolerance, and financial goals
  • Established strong, trust-based relationships with private wealth clients through regular communication and personalized financial planning sessions
  • Monitored and managed diverse investment portfolios, adjusting asset allocations to optimize returns based on market trends
  • Implemented risk management strategies to protect and enhance clients' wealth in line with their financial objectives
  • Identified clients' financial conditions and needs through financial planning analysis.

Customer Support Specialist

Truist Financial Corporation
06.2021 - 01.2022
  • Interacted with customers via multiple channels (email, chat, and phone) to address inquiries, resolve issues, and provide guidance on the usage of various products
  • Developed a deep understanding of our various products, features, and functionalities to effectively assist customers and provide accurate information
  • Documented customer interactions, issues, and resolutions in a customer support system, contributing to the knowledge base for continuous improvement
  • Collaborated with cross-functional teams, including development and product management, to escalate and resolve complex technical issues
  • Educated customers on best practices, new features, and updates to optimize their use of products.

Customer Service Team Lead

Publix Supermarkets, Inc.
12.2018 - 06.2021
  • Coached and mentored 25+ front-end associates to improve technical skills and performance; conducted 1:1 reviews and implemented training programs that increased team efficiency by 40%
  • Trained and coached 20+ new associates on proper cashiering procedures and rapport building to ensure premier customer service
  • Implemented a 25% reduction in returns and receipt discrepancies through mindfulness of weekly circular promotions
  • Performed store opening and closing obligations, including auditing cash stock and checking all equipment for proper functioning.

Assistant Textbook Manager

Barnes & Noble College, Inc.
08.2017 - 05.2021
  • Promoted products and services through planning and executing social media strategies while creating and publishing content to platforms and interacting with local communities and audiences
  • Hosted weekly store promotional events bringing in over 200 customers and retaining over 60% each week
  • Coordinated with management while receiving 70-100 weekly store product shipments, moving items to the floor, organizing new displays targeting specific customer groups, and selling merchandise during high-volume periods
  • Trained approximately 50 new hires on all processes in customer service, understanding store layout, and fulfilling and shipping out online orders.

Education

Master of Business Administration (MBA) - Data Analytics

Louisiana State University
Remote
08.2024

Bachelor of Science in Criminal Justice - Business Administration

Florida A&M University
Tallahassee, FL
04.2021

Skills

  • Sales Support

  • Strategic sales knowledge

  • Customer Response

  • Issue and Complaint Resolution

  • Teamwork and Collaboration

  • Product Sales

Certification

Certified Notary Public, The State of Florida, 08/01/22, Present

Board Positions Volunteerism

  • Child Advocate Manager for 9th Circuit State of Florida Guardian Ad Litem Office
  • Mentor for Big Brother Big Sisters of the Big Bend

Personal Information

Title: Customer Success Manager

Timeline

Wealth Management Specialist

Truist Financial Corporation
01.2022 - 12.2023

Customer Support Specialist

Truist Financial Corporation
06.2021 - 01.2022

Customer Service Team Lead

Publix Supermarkets, Inc.
12.2018 - 06.2021

Assistant Textbook Manager

Barnes & Noble College, Inc.
08.2017 - 05.2021

Master of Business Administration (MBA) - Data Analytics

Louisiana State University

Bachelor of Science in Criminal Justice - Business Administration

Florida A&M University

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Nekedra Williams