Nichole Williamson
Waterbury,CT
Summary
Personable Customer Service professional offering over 10 years of experience resolving account and service concerns for customers. Smoothly uncovered and solved challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
5
5
years of professional experience
Work History
Customer Service Representative (CDLE)
Randstad
05.2021 - 02.2023
- Documented and detailed calls and complaints using call center's CRM database.
- Helped customers every day by approaching conversations with positive attitude and focus on customer satisfaction.
- Entered customer interaction details to track requests, document problems and record solutions offered.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Described and explained details about Product or Service options to inform customers and guide purchasing decisions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
Customer Service Representative
Kforce (IRS)
01.2021 - 04.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with up to many calls in queue per minute.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
Call Center Agent
PATLive (Work From Home)
07.2020 - 10.2020
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Communicated with documented COVID-19 patients and other exposed persons via phone call, text, e-mail and other platforms.
- Performed record keeping by logging client information within secure contact-tracing software.
- Served customers in a friendly, efficient manner following outlined steps of service.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
Customer Service Representative
Inktel Contact Center Solutions
05.2018 - 07.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Educated customers on promotions to enhance sales.
Customer Service Representative
Egis-CFX
11.2018 - 12.2019
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Logged call information and solutions provided into database.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions.
- Helped average of customers every day by approaching conversations with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts.
Education
High School Diploma -
Winter Haven Senior High School
Winter Haven, FL05-1992
Skills
- P>Technical Support
- P>Administrative support
- P>Multi-line phone talent
- P>Creative problem solving
- P>Complaint resolution
- P>Sales expertise
- P>Order fulfillment
Timeline
Customer Service Representative (CDLE)
Randstad
05.2021 - 02.2023
Customer Service Representative
Kforce (IRS)
01.2021 - 04.2021
Call Center Agent
PATLive (Work From Home)
07.2020 - 10.2020
Customer Service Representative
Egis-CFX
11.2018 - 12.2019
Customer Service Representative
Inktel Contact Center Solutions
05.2018 - 07.2020
High School Diploma -
Winter Haven Senior High School
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