Hi, I’m
Quesadra Williams
Athens,Georgia
Summary
To obtain a position with a growth oriented company that utilizes my account management, customer relations, interpersonal, technical and project management capabilities. Dedicated, self motivated, detailed oriented employee, always striving to meet and exceed the customer experience both internal and external.
Overview
16
years of professional experience
Work History
Williams Local Enterprise Inc.Atlanta, GA
Customer Service/Account Manager
06.2021 - Current
Job overview
- First line of communication including the largest customers with complete follow through on orders, changes and complaints. Continually cultivating and growing business with great customer communication and problem solving skills.
- Advocate for customers' needs by working closely with Sales, New Products and Logistics that fulfill customers' requests. Work in the AS400 platform for Sales and New Products.
- Inputting international as well as domestic orders.
- Quality assurance paperwork for all new products.
- Trade Show Follow-up.
- Merchandise Data Spec Sheets/Packaging Specifications EDI/Electronic Data Interface SPS Commerce AS400 Certificate of Conformity and all test reports from oversees vendors.
- Sending sample products to new and existing customers for business growth.
- UPS Quantum View Reports sent to all customers regarding shipping status by days end
- Created new processes and systems for increasing customer service satisfaction.
- Cross-trained and provided back-up for other customer service representatives when needed.
- Prepared and sold broad range of customized merchandise to individuals and commercial accounts. Guaranteed positive customer experiences and resolved all customer complaints.
- Mentoring and Training new hires.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Generated customer satisfaction surveys to analyze results into action plans.
- Created and reviewed invoices to confirm accuracy.
- Researched and corrected customer concerns to promote company loyalty.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
- Developed and offered unique discount options to drive interest in new product lines.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Kept accurate records to document customer service actions and discussions.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Took ownership of customer issues and followed problems through to resolution.
- Addressed potential cancellations and offered catered solutions to retain accounts.
Williams Local LlcConyers, GA
Customer Service Representative
11.2016 - Current
Job overview
- Developed highly empathetic client relationships and earned reputation for exceeding sales goals.
- Resolved product issues and shared benefits of new technology.
- Managed quality communication, customer support and product representation for each client.
- Attended local, regional and national trade shows for product development training as defined by territory needs.
- Worked under strict deadlines and responded to service requests and emergency call-outs.
- Guaranteed positive customer experiences and resolved all customer complaints.
- Cross-trained and provided back-up for other customer service representatives when needed.
- Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Processed customer service orders promptly to increase customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Met customer call guidelines for service levels, handle time and productivity.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Investigated and resolved customer inquiries and complaints quickly.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Trained new personnel regarding company operations, policies and services.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Implemented and developed customer service training processes.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and backed up other customer service managers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Exhibited high energy and professionalism when dealing with clients and staff.
The J GroupCity, STATE
Customers Service Specialist/Executive Assistant
11.2007 - 04.2012
Job overview
- Specialized products are only available through two manufacturers in the United States.
- Assist in managing and mentor customer service group of seven employees.
- Account Manager for The J-Group Responsible for ensuring production and transport of highly volatile medical products is achieved within specific time periods.
- The nature of the products short shelf life leaves little margin for error.
- Travel to National Sales Meeting; booth duty at American Society for Echocardiography.
- New hire training.
- Demonstrate leadership by setting goals and objectives and measuring progress towards goals, coordinate efforts of team members, provide training and give feedback to team members, as appropriate.
- Coordinate coverage for weekend, off-hours, and emergencies to support business needs and provide 24/7 on call support to support manufacturing operations.
- Triage the most serious customer issues.
- Liaison between Customer Service, Logistics, and Final Packaging for production issues.
- Update contingency plans for customer notification in the event of production issues or delays.
- Enhanced schedules of team members to include flexible hours and telecommuting arrangements as a successful retention strategy.
- Create, maintain and communicate metrics to track service deviations, call volume, and accuracy.
- Engage customers to solicit feedback in an effort to improve efficiency and ensure their needs are being met.
- Member of the E-Commerce, Safety, and Continuous Innovation teams.
Education
Colorado Technical UniversityColorado Springs, CO
MBA from Business Administration And Management And HR
03.2016
University Overview
- Dean's List 2016
- Honor Roll Magna Cum Lade
- 3.95 GPA
Colorado Technical UniversityColorado Springs, CO
Bachelor of Arts from Business Administration And Management
03.2015
University Overview
- 3.85 GPA
- Honor Roll Suma Magna Cum Lade
- Dean's List Summer, Fall 2014
- Dean's List Spring 2015
Everest University Online - TampaSeffner, FL
Associate of Science from Accounting And Finance
01.2011
Skills
- Energetic work attitude
MS Excel, MS Word, MS Power Point, AS400, SPS Commerce, EDI, Meeting Maker, Precision Software IATA, DOT, CGMP, Sarbanes-Oxley, Radiation, Hazmat
- Sharp problem solver
- Strong Organizational Skills
Accomplishments
- Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
- Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
Customer Assistance
Customer Service
Skills
AS400, Customer Service, customer support, delivery, documentation, E-Commerce, Ecommerce, EDI, Front Office, Imaging, Innovation, Inventory, leadership, Logistics, managing, Meeting Maker, mentor, Mentoring, MS Excel, office, MS Power Point, MS Word, Packaging, Payroll, pricing, problem solving skills, progress, Purchasing, Quality assurance, Safety, Sales, Sarbanes-Oxley, SPS, shipping, strategy, Triage, View
Timeline
Customer Service/Account Manager
Williams Local Enterprise Inc.
06.2021 - Current
Customer Service Representative
Williams Local Llc
11.2016 - Current
Customers Service Specialist/Executive Assistant
The J Group
11.2007 - 04.2012
Colorado Technical University
MBA from Business Administration And Management And HR
Colorado Technical University
Bachelor of Arts from Business Administration And Management
Everest University Online - Tampa
Associate of Science from Accounting And Finance
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