Ruthie Williams
Lakeland,FL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Hers And His Plumbing
10.2021 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
Call Center Representative
CDK Global
01.2020 - 10.2020
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Security Officer
Allied Universal Security Services
01.2019 - 07.2019
- Improved overall security by conducting regular patrols and monitoring surveillance systems.
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
- Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
- Reduced incident response times by implementing efficient emergency procedures and collaborating with local law enforcement agencies.
- Decreased instances of theft, vandalism, and trespassing through diligent observation and reporting suspicious activities.
- Ensured proper functioning of security equipment by performing routine inspections, maintenance, and coordinating repairs as needed.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Responded effectively to emergencies or disturbances, prioritizing the safety of personnel while minimizing property damage or loss.
- Developed strong relationships with local community members to foster trust between the organization''s security team and its neighbors.
- Managed access control systems efficiently, ensuring accurate records of employee badges for restricted areas were maintained at all times.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Conducted regular patrols of key areas to spot and control security concerns.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Checked and verified photo identification prior to granting facility access.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Monitored and authorized entrance and departure of vehicles, cargo trucks, and visitors.
- Regulated vehicle and pedestrian traffic onto building grounds.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
Education
No Degree - Cyber Security
DeVry University
Downers Grove, IL12.2024
Skills
- Data Collection
- Consultative Sales
- Call Management
- Complaint Resolution
- Appointment Scheduling
- Product Knowledge
- Account Updating
- Report Generation
- Scheduling
- Information Security
- Report Creation
- Recordkeeping Strengths
- Call Center Operations
- Team Development
- Quality Control
- Proofreading
- Professional Telephone Demeanor
- Call Triaging
- Coordination
- Quality Assurance Controls
- Microsoft Excel
- Filing
- Product Sales
- Computer Proficiency
- Reading Comprehension
- Microsoft PowerPoint
- Critical Thinking
- Client Relations
- Minute Taking
- Conflict Resolution
- Customer Service
- Problem Resolution
- Microsoft Outlook
- Conflict Mediation
- POS Systems Expert
- Active Listening
- Problem-Solving Abilities
- Research
- Customer Relations
- Documentation
- Prioritization
- Money Handling Abilities
- Written Communication
- Adaptability
- Building Rapport
- Live Chat Support
Timeline
Customer Service Representative
Hers And His Plumbing
10.2021 - Current
Call Center Representative
CDK Global
01.2020 - 10.2020
Security Officer
Allied Universal Security Services
01.2019 - 07.2019
No Degree - Cyber Security
DeVry University
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