Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Hi, I’m
Dahlia Williams
Dallas,TX
Summary
Overview
22
years of professional experience
Work History
TeleDirect
Customer Service Representative
11.2018 - Current
Job overview
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Supported customer needs by fielding diverse questions about issues such as available merchandise, current prices and upcoming company changes.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Compiled customer feedback and recommended service delivery improvements to management.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with up to 10 calls in queue per minute.
- Evaluated customer account information to assess current issues and determine potential solutions
- Reviewed account and service histories to identify trends and issues
- Documented conversations with customers to track requests, problems and solutions
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Crown Voice
Customer Service Agent
07.2003 - 02.2019
Job overview
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Contacted customers to return routine and general calls promptly.
Asurion
Customer Care Representative
08.2018 - 11.2018
Job overview
- Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions.
- Compiled customer feedback and recommended service delivery improvements to management.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Kept customer and system account information accurate and current to support timely resolutions for all concerns
- Documented customer inquiries and feedback, including service delivery suggestions in company database
- Provided high level of quality control, eliminating downtime to maximize revenue
- Evaluated customer account information to assess current issues and determine potential solutions
United Medical Alert
Sales Representative
03.2018 - 08.2018
Job overview
- Led educational training seminars and product demonstrations.
- Devised and implemented product strategies for filling market gaps and driving consistent sales.
- Set up appointments with potential and current customers to discuss new products and services.
- Interacted with problematic accounts, helping to build lasting rapport and boosting revenue opportunities.
- Identified prospects' needs and developed appropriate responses along with information on fitting products and services.
- Identified customer needs to deliver relevant product solutions and promotions and meet target budgets
- Fostered relationships with customers to expand customer base and enhance loyalty and retention
- Improved profitability, developing pipeline utilizing multiple marketing channels and sales strategies
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
Walmart.com
Customer Service Agent
08.2017 - 02.2018
Job overview
- Customer Service
- Professional Customer Interactions
- Maintains Positive Attitude
- Heavy Data Entry
- Client Base
- Quick Learner Flexible
- Change Order Requests
- Thrives Fast-Paced Environment
- Excellent Communication Skills
- Professional Service
- Strong Communication Skills
- Active Listener
- Printed Various Labels
- Strong Problem Solver
- Customer Inquiries
- Work Orders
- Applications Flexible Team
- Flexible Team Player
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Investigated and solved routine, complex and long-standing customer issues each day
Lexington Law
Sales Specialist
01.2017 - 08.2017
Job overview
- Greeted customers entering the store to ascertain what each customer wanted or needed.
- Described product to customers and accurately explained details and care of merchandise.
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
- Built rapport with customers and assessed needs to make product recommendations and upsell.
- Set up and explained new membership contracts.
- Communicated all store initiatives and promotions to customers to generate return business.
- Assisted in creating pre-season marketing plans to support department and divisional strategies.
- Contacted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events.
Convergys
Customer Service Agent
05.2016 - 12.2016
Job overview
- Described product to customers and accurately explained details and care of merchandise.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Effectively communicated with and supported sales, marketing and administrative teams on a daily basis.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Built long-term customer relationships and advised customers on purchases and promotions.
- Routinely answered customer questions regarding merchandise and pricing.
- Financial Statements
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Investigated and solved routine, complex and long-standing customer issues each day
- Evaluated customer account information to assess current issues and determine potential solutions
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
- Managed high-volume of inbound and outbound customer calls
- Reviewed files, records and other obtained documents to respond to customer requests
Azar Foundation Inc
Administrative Assistant
08.2009 - 05.2016
Job overview
- Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems.
- Developed reputation as an efficient service provider with high levels of accuracy.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Provided ongoing guest service, including giving fashion advice.
- Provided ongoing guest service, including giving fashion advice.
- Maintained cleanliness and presentation of stock room and production floor.
- Built long-term customer relationships and advised customers on purchases and promotions.
- Customer Service
- Strong Organizational Skills
- Excellent Problem Solving Skills
- Community Relations
- Customer Service
- Customer Needs
- Microsoft Office
- Good Customer Skills
- Active Listening Skills
- Directed customer communication to appropriate department personnel and offered information to resolve inquiries, boosting customer satisfaction
- Handled management of communication to executives by taking and making telephone calls, reviewing and prioritizing mail and composing and typing correspondence
- Entered invoice data into company database and updated details, including customer contacts and delivery dates to keep information current
Bitwine
Relationship Expert
05.2007 - 08.2009
Job overview
- Strong Organizational Skills
- Customer Service
- Organizational Skills
- Strong Interpersonal Skills
- Prioritized and organized tasks to efficiently accomplish service goals
- Juggled multiple projects and tasks to ensure high quality and timely delivery
- Demonstrated leadership by making improvements to work processes and helping to train others
- Created agendas and communication materials for team meetings
- Recognized by management for providing exceptional customer service
- Provided excellent service and attention to customers when face-to-face or through phone conversations
- Exceeded customer satisfaction by finding creative solutions to problems
- Motivated and encouraged team members to communicate more openly and constructively with each other
- Consistently exceeded performance targets related to asset growth, revenue generation, product penetration, and customer satisfaction scores.
- Encouraged individuals and family members to develop and use skills and strategies for constructively confronting problems.
Cynthia Jewelry Accessories
Lead Event Coordinator
02.2004 - 05.2007
Job overview
- Developed new process for employee evaluation which resulted in marked performance improvements.
- Performed initial client assessment and analysis to begin research process.
- Analyzed departmental documents for appropriate distribution and filing.
- Assisted various business groups with document organization and dissemination during acquisitions.
- Worked with variety of customers to understand requirements and provide exceptional customer service.
- Maintained close communication with clients to mitigate service issues
- Assessed event success and uncovered room for improvement through client feedback
- Managed client correspondence, record tracking, conference and event logistics
- Managed event logistics, including venue scheduling, accommodations and menu and beverage offerings
- Directed event production in collaboration with sponsors, hosts and internal teams
- Planned, coordinated and executed weddings and special events
- Recommended money-saving strategies for events to bring costs within budget
- Networked to obtain potential event sponsors
NexusOp
Customer Service Representative
01.2003 - 06.2003
Job overview
- Responded to customer requests for products, services and company information.
- Compiled customer feedback and recommended service delivery improvements to management.
- Answered customer telephone calls promptly and in appropriate manner.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Fielded customer complaints and queries, fast-tracking them for problem resolution
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Set up and activated customer accounts to maintain QA satisfaction levels
- Documented conversations with customers to track requests, problems and solutions
- Delivered service and support to each customer, paving way for future business opportunities
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge
Education
University Of Phoenix UniversityOnline
No Degree
University Overview
Kaplan UniversityOnline
No Degree
University Overview
Penn Foster CollegeScottsdale, AZ
High School Diploma
University Overview
- 3.7 GPA
- Completed Advanced Customer Service training
Skills
- Documentation and reporting
- Data entry
- Customer relations
- Outstanding communication skills
- Empathetic and genuine
- Receiving support
- Complaint resolution
- Professional telephone demeanor
- Computer proficient
Reading
Reading
I love to read different types of books. Reading gives me a peaceful state of mind.
Timeline
Customer Service Representative
TeleDirect
11.2018 - Current
Customer Care Representative
Asurion
08.2018 - 11.2018
Sales Representative
United Medical Alert
03.2018 - 08.2018
Customer Service Agent
Walmart.com
08.2017 - 02.2018
Sales Specialist
Lexington Law
01.2017 - 08.2017
Customer Service Agent
Convergys
05.2016 - 12.2016
Administrative Assistant
Azar Foundation Inc
08.2009 - 05.2016
Relationship Expert
Bitwine
05.2007 - 08.2009
Lead Event Coordinator
Cynthia Jewelry Accessories
02.2004 - 05.2007
Customer Service Agent
Crown Voice
07.2003 - 02.2019
Customer Service Representative
NexusOp
01.2003 - 06.2003
University Of Phoenix University
No Degree
Kaplan University
No Degree
Penn Foster College
High School Diploma
Similar Profiles
Audrey TaylorAudrey Taylor
Customer Service Representative at TeleDirectCustomer Service Representative at TeleDirect
Miyah JonesMiyah Jones
Customer Service Representative at TeleDirectCustomer Service Representative at TeleDirect
Elett MercadoElett Mercado
Customer Service Representative -Remote- at TeleDirectCustomer Service Representative -Remote- at TeleDirect
Isaac MartinezIsaac Martinez
Medical Assistant at Expedian Urgent CareMedical Assistant at Expedian Urgent Care
Tierrini EvansTierrini Evans
Certified Nursing Assistant at Madison on MarshCertified Nursing Assistant at Madison on Marsh