RHOLIYA A WILLIAMS
Brandon,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience as a customer service representative and also as a chat support specialist. 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
8
8
years of professional experience
Work History
Chat Support Specialist
Lowes Home Improvment
Tampa, FL
09.2020 - 07.2022
- Handled inbound customer chat conversations from various websites.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Managed computer-based platform with multiple applications to maintain effective communication with customers.
Customer Service Representative
Epiq
Tampa, FL
06.2018 - 08.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
Customer Service Representative
Arise Virtual Solutions Inc.
Miramar, FL
03.2014 - 05.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Handled inbound customer chat conversations from various websites.
Education
High School Diploma -
Penn Foster High School
Scranton, PASkills
- Issue and Complaint Resolution
- Courteous with Strong Service Mindset
- POS Systems and Ordering Platforms
- Customer Retention Strategies
- Online Chat
- Call Documentation
- Order and Refund Processing
- Responding to Difficult Customers
- Quality Assurance Evaluation
- High-Volume Environments
- Sales and Upselling
- Customer Account Management
Timeline
Chat Support Specialist
Lowes Home Improvment
09.2020 - 07.2022
Customer Service Representative
Epiq
06.2018 - 08.2020
Customer Service Representative
Arise Virtual Solutions Inc.
03.2014 - 05.2018
High School Diploma -
Penn Foster High School
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