Summary
Overview
Work History
Education
Skills
Timeline
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Shanique "Nicky" Williams

Hampton,United States

Summary

Knowledgeable and dedicated customer service professional with 14 years of experience. 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

11
11
years of professional experience

Work History

CS Loyalty 2

Verizon Wireless
10.2023 - Current
  • Developed new strategies for customer retention activities.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Proven ability to learn quickly and adapt to new situations.
  • Skilled at working independently and collaboratively in a team environment.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.

Customer Pro/ Sr. Rep

Verizon Wireless
02.2013 - 10.2023
  • Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Learned and utilized upselling techniques to encourage customers to make additional purchases and increase sales.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Managed high levels of call flow and responded to Tier 1 technical support needs.

Coordinator- HBA

Verizon Wireless
07.2015 - 12.2016
  • Investigated and resolved customer inquiries and complaints quickly.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Cross-trained and provided backup support for organizational leadership.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service.
  • Escalated customer issues to management for appropriate action to be taken.

Pro Coach

Verizon Wireless
02.2015 - 07.2015
  • Implemented and developed customer service training processes.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Sought ways to improve processes and services provided.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Paid attention to detail while completing assignments.
  • Proved successful working within tight deadlines and a fast-paced environment.

Transition Assistant

Verizon Wireless
10.2014 - 02.2015
  • Trained and mentored 50 new personnel hired to fulfill various roles.
  • Provided coaching and mentoring to employees.
  • Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
  • Worked well in a team setting, providing support and guidance.
  • Worked effectively in fast-paced environments.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Excellent communication skills, both verbal and written.

Education

Associates of Occupational Studies - Compter Networking

ITT Technical Institute
Getzville, NY
11.2003

Skills

  • De-Escalation Techniques
  • Attention to Detail
  • Effective Communication
  • Customer Service
  • Organizational Skills
  • Time Management
  • Problem Solving
  • Process Improvement
  • Task Prioritization
  • Analytical Thinking
  • Project Coordination
  • Teamwork and Collaboration

Timeline

CS Loyalty 2

Verizon Wireless
10.2023 - Current

Coordinator- HBA

Verizon Wireless
07.2015 - 12.2016

Pro Coach

Verizon Wireless
02.2015 - 07.2015

Transition Assistant

Verizon Wireless
10.2014 - 02.2015

Customer Pro/ Sr. Rep

Verizon Wireless
02.2013 - 10.2023

Associates of Occupational Studies - Compter Networking

ITT Technical Institute

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Shanique "Nicky" Williams