Regina Williams
Houston,TX
Summary
Experienced tech support agent with a strong background in telecommunications, retail, and customer service. Meticulous attention to detail and adeptness in troubleshooting highly technical and complex issues. Extensive knowledge in delivering Tier 2 and 3 support for efficient problem resolution. Seeking a full-time position that provides professional challenges where interpersonal skills, excellent time management, and problem-solving abilities can be utilized to their fullest potential.
Overview
37
37
years of professional experience
Work History
Customer Service Representative
VSP Vision Care
09.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Built strong customer relationships using active listening skills.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Participated in training programs to enhance product knowledge and customer service skills.
TECH SUPPORT AGENT
Teleperformance
09.2021 - 12.2022
- Guided clients through troubleshooting process to restore functionality.
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Managed and resolved system problems across various applications spanning different time zones.
- Resolved issues with systems, hardware and cellphones quickly and accurately
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Submitted service tickets for equipment maintenance requests
- Documented transactions and support interactions in system for future reference and addition to knowledge base
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Fielded average of 70+ inbound phone calls to deliver support and remotely resolve service issues
CASHIER/CUSTOMER SERVICE
Burlington Stores
10.2019 - 08.2021
- Resolved customer complaints and maintained clean and tidy checkout area
- Enabled customers to feel welcomed, important and appreciated by answering questions about products sold throughout store
- Ensured swift resolution and professionalism in managing product returns.
- Handled approximately daily credit and cash transactions for customers with accuracy and speed
- Verified deactivation and removal of Electronic Article Surveillance Tags from products at point of sale
- Finalized purchases through multiple transaction types.
- Ensured accurate recording of every transaction.
WORK AT HOME CALL CENTER
Arise Platform
02.2013 - 05.2019
- Consistently met call-time and quality benchmarks.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Mastered comprehensive product knowledge to answer a wide range of inquiries.
- Educated customers on company systems, form completion and access to services
- Answered average of 70+ calls, per day, addressing customer inquiries, solving problems and providing product information
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores
- Met customer call guidelines for service levels, handle time and productivity
- Delivered prompt service to prioritize customer needs
- Educated customers about billing, payment processing and support policies and procedures
- Managed timely and effective replacement of damaged or missing products
LAWN CARE AND SNOW REMOVAL TECHNICIAN
Brantley Developments Llc
05.2012 - 05.2019
- Removed weeds, hazards and debris from common pathways to improve usability
- Maintained routine landscaping schedules to boost lawn health
- Delivered high-quality landscaping services.
- Diagnosed lawn and garden issues and recommended targeted solutions
- Developed lasting customer relationships and grew network over time
- Maintained gardening tools by replacing blades and fluids
TRUCK DRIVER
US Army
10.1987 - 06.2010
- Guided clients through troubleshooting process to restore functionality.
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Managed and resolved system problems across various applications spanning different time zones.
- Resolved issues with systems, hardware and cellphones quickly and accurately
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Submitted service tickets for equipment maintenance requests
- Documented transactions and support interactions in system for future reference and addition to knowledge base
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Fielded average of 70+ inbound phone calls to deliver support and remotely resolve service issues
Education
Associate Of Business Administration - Bussiness
Post University
Waterbury, CTHigh school diploma - Accounting
Northeastern High School
Flint, MI06.1985
Skills
- Virtual Technical Assistance
- Customer assistance
- Cash register operation
- Third-Party Collaboration
- Technical Troubleshooting
- Resolving Problems and Incidents
- Organizational Skills
- Troubleshooting Network Issues
- Issue and Resolution Tracking
- Microsoft Windows and Office
- Call Center Operations
- Help Desk Support
Additionalinformation - Workauthorization
Authorized to work in the US for any employer
Timeline
Customer Service Representative
VSP Vision Care
09.2023 - Current
TECH SUPPORT AGENT
Teleperformance
09.2021 - 12.2022
CASHIER/CUSTOMER SERVICE
Burlington Stores
10.2019 - 08.2021
WORK AT HOME CALL CENTER
Arise Platform
02.2013 - 05.2019
LAWN CARE AND SNOW REMOVAL TECHNICIAN
Brantley Developments Llc
05.2012 - 05.2019
TRUCK DRIVER
US Army
10.1987 - 06.2010
High school diploma - Accounting
Northeastern High School
Associate Of Business Administration - Bussiness
Post University
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