OLIVIA R. WILLIAMS

• Addressed customer inquiries regarding products, services, accounts, and orders while ensuring thorough and supportive communication.

• Resolved customer complaints by actively listening, identifying solutions, and following up to ensure a positive outcome.

• Communicated in-depth product and service details, showcasing essential features, advantages, and appropriate usage to enhance customer decision-making.

• Executed processing of orders, returns, exchanges, and account updates with accuracy and effectiveness..

• Provided basic technical support by troubleshooting common issues and escalating complex problems to the appropriate teams.

• Utilized leadership skills on small scale department projects and cultural activities.
• Edit and review all written correspondence, and delegate tasks to other employees.
• Responsible for overall department administrative functions and smaller, lower complex projects as assigned responsibilities.

• Delivered a uniquely special experience to each one of our customers by building rapport which resulted in customers purchasing the product.
• Ask probing questions, understand the customers' needs and priorities in order to influence the sale on the proper product fitting their needs.
• Assisted peers with sales strategies on the car buying process that proved to be successful for myself.

• Exceeded service and operational standards established for the call center, including quality, productivity, safety, and other KPI goals.
• Applied de-escalation techniques to secure one-call resolution for dissatisfied customers
• Leveraged organizational skills to collect customer information and maintain accurate records in authorized system.
• Convey essential features, benefits, and advantages of Discover Card to enhance sales, promoting enduring customer loyalty.