Summary
Overview
Work History
Education
Skills
PROFILE
Timeline
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Rainey Williams

Rainey Williams

Lithia Springs

Summary

Knowledgeable and dedicated customer service professional with extensive experience in banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

7
7
years of professional experience

Work History

CSR SENIOR/FRAUD SPEC

TSYS/GLOBAL PAYMENTS
01.2018 - 06.2025
  • 2018 -2021 Facilitated huddles which consisted of real time information regarding changes to policy. Educated agents with Q&A sessions and power point discussions.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Point of contact for TSYS clients to show how processes and procedures are used while providing Intel on how we can continue to retain employees in other portfolios.
  • Coached using buddy system to target opportunities for agents to perfect quality with verification and procedures. Assisted in training classes with expert knowledge of systems and procedures. Assisted with change in dispositions within TCS.
  • Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
  • 2022 - 2025 Facilitated training classes for educating on all processes and procedures in knowledge web, TCS, queuing system, policy, and managed services; demonstrating a clear and concise understanding of information. Provided policy and procedure while using hands-on-tactics that made it easy to relate to information provided in training materials.
  • Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
  • Collaborated with management to develop strategies for enhancing overall customer experience.
  • Enhanced customer/client satisfaction by promptly addressing inquiries and resolving issues efficiently.

Education

Business Management - Business Administration And Management

Westwood College
Atlanta, GA
01.2014

Skills

  • Complaint handling
  • CRM software
  • Customer service
  • Problem resolution
  • Product knowledge
  • Team development
  • Staff training
  • Quality control
  • De-escalation techniques
  • Follow-up skills
  • Staff education and training
  • Microsoft PowerPoint

PROFILE

More than 25 years of banking operations and customer service experience. Paying attention to detail and constructing information in regards to opportunities that affect the clients, agents, and customers as a whole. Consistently pondering solutions to our everyday endeavors by making sure the customers’ needs are met efficiently and effectively. Delegated projects that were used in training across TSYS portfolios.

Timeline

CSR SENIOR/FRAUD SPEC

TSYS/GLOBAL PAYMENTS
01.2018 - 06.2025

Business Management - Business Administration And Management

Westwood College

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