Paula Williams
Glen Burnie,MD
Summary
Accomplished in enhancing customer satisfaction and managing high-stress situations, my tenure at Danfoss and LabCorp honed my problem-solving abilities and data entry accuracy. Skilled in customer communications and multitasking, I consistently exceed performance targets, fostering strong relationships and ensuring data integrity.
Overview
13
13
years of professional experience
Work History
Call Agent
Danfoss
02.2021 - 10.2024
- Built strong customer relationships with empathetic communication and active listening skills.
- Maintained accurate records of customer interactions, ensuring data integrity for future reference or analysis purposes.
- Achieved targeted call resolution times by swiftly identifying issues and providing solutions.
- Partnered with other departments to address cross-functional concerns, facilitating issue resolution more efficiently.
Receptionist
Springboard Community Services
02.2019 - 09.2021
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
Customer Service Representative
Annapolis Pediatrics
02.2018 - 02.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Call Center Supervisor
ASI Ancillary Services
09.2017 - 01.2018
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Data Entry Specialist
LabCorp
09.2013 - 08.2017
- Maintained strict confidentiality of sensitive information, adhering to established guidelines and protocols.
- Compiled data and reviewed information for accuracy prior to input.
- Completed data entry tasks with accuracy and efficiency.
- Contributed to team success by consistently meeting or exceeding performance targets in speed, accuracy, and output volume.
- Reduced errors in data records by conducting thorough quality checks and implementing corrective measures.
Customer Care Representative
Global Payments
07.2011 - 06.2013
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
Education
High School Diploma -
Southeast Halifax High School
Enfield NC06-1988
Skills
- Problem-solving skills
- Call center experience
- Answering questions
- Customer communications
- Gathering information
- Greeting customers
- Multitasking
- Problem-solving abilities
Timeline
Call Agent
Danfoss
02.2021 - 10.2024
Receptionist
Springboard Community Services
02.2019 - 09.2021
Customer Service Representative
Annapolis Pediatrics
02.2018 - 02.2019
Call Center Supervisor
ASI Ancillary Services
09.2017 - 01.2018
Data Entry Specialist
LabCorp
09.2013 - 08.2017
Customer Care Representative
Global Payments
07.2011 - 06.2013
High School Diploma -
Southeast Halifax High School
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