Quinaria Williams
San Antonio,TX
Summary
Highly motivated and reliable professional with extensive experience excelling in fast-paced environments. Utilizes exceptional customer relations skills to ensure a high level of service satisfaction. Recognized and highly regarded for expertise and astute insights in policy negotiation, as well as the development and implementation of strategic plans that consistently achieve desired outcomes. Demonstrates proficiency in job execution, with a proven track record of success in compliance, meticulous attention to detail, process improvement, and effective leadership.
Overview
7
7
years of professional experience
Work History
IT Support Specialist
Alorica
07.2024 - Current
- Used ticketing systems to manage and process support actions and requests.
- Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Answered questions and provided information to customers about new software or hardware.
- Reduced downtime with effective troubleshooting and timely problem resolution.
- Managed high levels of call flow and responded to technical support needs.
- Optimized existing Salesforce workflows and processes, resulting in increased efficiency and productivity.
DISPATCHER/CUSTOMER SERVICE
Florence Trucking
01.2020 - Current
- Consistently meets customer dispatch needs through efficient dispatching of trucks to shipping, balancing cost minimization, driver utilization, and driver preference
- Leads the rollout of new Florence Trucking brand initiatives, including FOH training, and ensured compliance
- Mentors and develops all members of staff, assists members in obtaining positions of greater responsibility
- Oversee office inventory activities, including ordering and requisitions, stocking and shipment receiving
- Checks and assesses transportation costs and trends, and manages the preparation and submission of routine reports identifying actions for improvement
- Look after the loading and unloading of the shipments, assists in the delivery procedures, and implements ways to enhance the warehouses
- Coordinates, schedules, routes and tracks daily transportation services for clients to and from scheduled destinations ensuring a smooth delivery of service
- Organizes and maintains hard copy and electronic documentation supporting delivery execution, transportation methods and customer obligations
SR DATA ANALYST / CUSTOMER SUPPORT
MMC Group
04.2023 - 08.2023
- Answer incoming calls from consumers including the public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies
- Track and document all inquiries using the applicable systems
- Complete associated tasks according to the established guidelines
- Meet Quality Assurance (QA) and other key performance metrics
- Facilitate the fulfillment of caller requests for materials via mail, email, or download
- Escalate calls or issues to the appropriate designated staff for resolution as needed
- Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems
CUSTOMER SERVICE REPRESENTATIVE
Florida Department of Children and Families
10.2021 - 11.2022
- Provides case management services for families receiving services from The Department of Children and Family Services (DCFS) and Probation
- Conducts interviews with service users and their families to assess and review their situation, and maintains regular contact via home visits and telephone
- Provides direction and technical support to the assigned Specialist Assistant for preparation and processing of legal documents and correspondence
- Maintains accurate, well documented case files; effectively utilizes case management tools, including computer documents
- Facilitates Multidisciplinary Case Planning Committee meetings (MCPC), collaborates in the development and implementation of a treatment plan to reduce the risk factors that brought the family to the attention of DCFS
- Recruits community professionals to provide pro bono monthly education programs on trauma treatment, financial management, and parenting skills
IT REPRESENTATIVE
Modern Managed IT
11.2020 - 02.2021
- Modern Managed IT Performed first call resolution when call volume and staffing levels permit
- Answered incoming calls; provided first line response for users requiring assistance with information technology issues and problems
- Escalated more involved problems to the appropriate tier level support teams; acted as a liaison between customers and technical escalation teams and conduct follow up as appropriate
- Resolve assigned incidents and work orders by due date
- Monthly client satisfaction survey/sweep, recorded client responses and create incident request for reported issues
- Configured proprietary software to various county department specifications and performed on-site consultation, training and installation services
- Remotely managed Windows PC workstations at county department locations
- Increased customer satisfaction and customer care team efficiency by implementing new processes, procedures and the trouble ticket database
FRAUD ANALYST
CBE Companies
02.2019 - 11.2020
- Executed and performed client services which included; client calls, transaction processing, inquiry response/research, account maintenance and analyzing customer questions, requests and problems
- Analyzed call records to determine when fraud has occurred on a compromised system and terminate the breach
- Also assumed additional analyses at management's request
- Provided additional analyses where needed to determine inefficiencies within the department and implemented the fixes to these problems
- Created ad-hoc Access queries to provide quick and precise answers to various customer and vendor requests
- Executed and performed the day-to-day resolutions of complex problems and escalated client complaints
- Handled confidential information in accordance with privacy policies
Server
Buffalo Wild Wings
06.2017 - 02.2019
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
Education
HIGH SCHOOL DIPLOMA -
James Madison High School
Skills
- Quality Assurance
- Conflict Resolution
- Time Management
- Process Improvement
- Database Management
- Professional Telephone Communication
- Efficient Data Management
- Discreet Information Handling
- Analytical Thinker
- Sales Assistance
- Risk Analysis
- Fraud Detection Strategies
- Efficient Cash Register Operations
- Reports/Documentation
- Result Execution
- Client Relations
- Effective Communication
- Attention To Detail
- Problem Solving
- IT Technical Support
- Microsoft Office
- Data Integrity
- Documentation & Control
- Strategic Planning
- Service Planning & Routing
- Skill Development Programs
- Team Effective Leadership
- Leadership
Timeline
IT Support Specialist
Alorica
07.2024 - Current
SR DATA ANALYST / CUSTOMER SUPPORT
MMC Group
04.2023 - 08.2023
CUSTOMER SERVICE REPRESENTATIVE
Florida Department of Children and Families
10.2021 - 11.2022
IT REPRESENTATIVE
Modern Managed IT
11.2020 - 02.2021
DISPATCHER/CUSTOMER SERVICE
Florence Trucking
01.2020 - Current
FRAUD ANALYST
CBE Companies
02.2019 - 11.2020
Server
Buffalo Wild Wings
06.2017 - 02.2019
HIGH SCHOOL DIPLOMA -
James Madison High School