Summary
Overview
Work History
Education
Skills
Timeline
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Ramona Williams

Peachtree Corners,GA

Summary

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.

Overview

25
25
years of professional experience

Work History

Parent Service Associate

IMMERSIVE LEARNING CENTER
01.2017 - 07.2024
  • Answered a high volume of calls from parents that had question about registration, schedules and classes
  • Updated Website, checked email and took care of all written correspondence
  • Conducted Workshops (remotely)
  • Assisted with Grant Applications
  • Entered, processed, application for different classes utilizing multiple system components including, but not limited to, enrollment, classes and schedules
  • Research, and resolved billing issues and customer complaints
  • Processed adjustments and made corrections when needed.
  • Collaborated with team members to streamline processes and improve overall service efficiency.
  • Responded to customer calls and emails to answer questions about products and services.
  • Assisted customers with inquiries, resolving issues promptly for improved customer retention.
  • Enhanced customer satisfaction by providing timely and efficient assistance in various service tasks.
  • Provided accurate answers and solutions to customer concerns, inquiries and complaints.
  • Offered personalized solutions tailored to individual client requirements, fostering long-term loyalty towards the company''s offerings.

Call Center Manager

WELLS FARGO
01.2001 - 01.2015
  • Facilitated technical skills training for customer service reps on multiple software platforms
  • Produced daily performance reports
  • Responsible for end-to-end customer due diligence process, systems and technology, quality control, audit and exam management
  • Provided daily direction and communication to employees so that customer service calls are answered in a timely manner
  • Created and maintained a high-quality work environment so team members are motivated to perform at their highest level.
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
  • Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
  • Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
  • Evaluated data to identify trends and determine customer service needs.
  • Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.

Customer Service Representative/Team Lead

WELLS FARGO
01.2000 - 01.2002
  • Spoke with customers via telephone to enter and locate account information on a variety of onboarding issues, while collaborating with team and other managers to resolve unique and special cases
  • Fully at ease navigating the computer screens and multiple systems and applications to resolve customer issues in a timely manner and in accordance with quality guidelines
  • Answered approximately 100 client telephone calls per day, while simultaneously investigating, and reviewing written and email documents accurately and completely, to resolve customer related issues
  • Provided technical support to customers, while following verification procedures to correctly confirm customer identity and to assist customer with access to their mobile bank accounts for lockouts, password resets and profile updated
  • Transmitted and retrieved a variety of information and documents; including PDF files, via fax, computer databases and Outlook, to secure, capture and forward internal and external records and communications as needed
  • Working with the management team to monitor the effectiveness of service policies and procedures.
  • Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
  • Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.

Education

Roosevelt High School
Des Moines, IA
01.1983

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Customer Relations
  • Data Entry
  • Microsoft Excel
  • Call Center Operations
  • Follow-up skills
  • Call Management
  • Microsoft Office Suite
  • Microsoft PowerPoint
  • Customer Relationship Management (CRM)
  • De-Escalation Techniques

Timeline

Parent Service Associate

IMMERSIVE LEARNING CENTER
01.2017 - 07.2024

Call Center Manager

WELLS FARGO
01.2001 - 01.2015

Customer Service Representative/Team Lead

WELLS FARGO
01.2000 - 01.2002

Roosevelt High School

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Ramona Williams