Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rita Williams

Lubbock,TX

Summary

Dynamic customer relations professional with extensive experience at AT&T, excelling in troubleshooting technical issues and enhancing client retention. Proven track record of improving team performance through effective supervision and process improvement. Adept at resolving escalations and fostering collaboration, consistently achieving high customer satisfaction and operational efficiency. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

25
25
years of professional experience

Work History

Customer Relations Quality Management

AT&T
Lubbock, TX
07.2021 - Current
  • Completed day-to-day duties accurately and efficiently.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Identified the needs of customers promptly and efficiently.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.

MI60 Technical Support

AT&T
Lubbock, TX
05.2014 - 07.2021
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved system, hardware and telephone issues within 24 hours, improving efficiency among all departments.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users.

ICU Technical Support

AT&T
Lubbock, TX
05.2012 - 05.2014
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Assist front line representatives with quickly identifying emerging network issues and providing customers with resolution time frame to reduce repeat calls.

Smart Chat Representative

AT&T
Lubbock, TX
05.2009 - 05.2012
  • Provided online demonstrations to educate customers on product features and online help resources.
  • Worked closely with each customer to carefully resolve issues within timely fashion.
  • Developed exemplary writing skills through continued correspondence with upwards of 50 customers per day.
  • Worked closely with each customer to carefully resolve issues within timely fashion.
  • Remedied issues quickly and within parameters of company-mandated policies and procedures.

Lead Customer Service Representative

AT&T
Lubbock, TX
05.2006 - 05.2009
  • Maximized business potential by providing excellent customer service and ensuring client retention.
  • Identified prospect needs and developed appropriate responses along with information on suitable products and services.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Cross-trained and backed up other customer service managers.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.

Transition Specialist

AT&T
Lubbock, TX
05.2003 - 05.2006
  • Resolved problems, improved operations and provided exceptional client support.
  • Developed team communications and information for meetings.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Trained, oversaw and mentored new team members to strengthen performance and job expertise.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
  • Conferred with senior management to handle and correct disciplinary or knowledge issues.
  • Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.

Customer Service Representative

AT&T
Lubbock, TX
05.2000 - 05.2003
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Entered customer interaction details in Clarify to track requests, document problems and record solutions offered.
  • Responded to customer requests for products, services and company information.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Educated customers on promotions to enhance sales.

Education

High School Diploma -

Monterey
Lubbock, TX
05-1995

Skills

  • Troubleshooting Technical Issues
  • Technical troubleshooting
  • Client retention
  • Customer relations
  • Escalation resolution
  • Supervision
  • Process improvement
  • Team management

Timeline

Customer Relations Quality Management

AT&T
07.2021 - Current

MI60 Technical Support

AT&T
05.2014 - 07.2021

ICU Technical Support

AT&T
05.2012 - 05.2014

Smart Chat Representative

AT&T
05.2009 - 05.2012

Lead Customer Service Representative

AT&T
05.2006 - 05.2009

Transition Specialist

AT&T
05.2003 - 05.2006

Customer Service Representative

AT&T
05.2000 - 05.2003

High School Diploma -

Monterey

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