Sade Williams
Call Center Representative
Fort Mill,SC
Summary
Being in the customer service field for over 16 years will guide you when dealing with customers; within that time frame you'll learn how to deal with different personalities, create a great work environment , build work/customer relationships, multi-task and learn how to be a effective leader with great success.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Representative
Iqor For T-Mobile
Fort Mill, SC
05.2022 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services and company information.
- Updated account information to maintain customer records.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processed customer adjustments to maintain financial accounts.
- Recorded account information to open new customer accounts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collected and analyzed customer information to prepare product or service reports.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Cross-trained and backed up other customer service managers.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Managed over 60 customer calls per day.
- Promptly responded to inquiries and requests from prospective customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
General Manager
Tacobell
Indian Trail , NC
05.2007 - 05.2018
- Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
- Prepared annual budgets with controls to prevent overages.
- Evaluated suppliers to maintain cost controls and improve operations.
- Introduced new methods, practices and systems to reduce turnaround time.
- Assessed reports to evaluate performance, develop targeted improvements and implement changes.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
- Reduced costs, managed delivery schedules and performed risk analysis to improve overall profitability.
- Identified trends in customer marketplaces to develop valuable solutions.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Managed budget implementations, employee evaluations and contract details.
- Maximized operational excellence mentoring personnel on management principles, industry practices and company procedures.
- Designed modern employee recognition program which boosted productivity and improved morale.
- Boosted productivity consolidating material planning, data collection, payroll and accounting programs into one system.
- Managed multi-units with over 60 employees working under me.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
Education
High School Diploma -
Albemarle High School
Albemarle, NC 05.2022 - 05.2022
Associate of Arts - Business Administration And Management
Johnson C Smith University
Charlotte, NC 08.2007 - 06.2011
Skills
Complaint resolution
undefinedAccomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Supervised team of 15 staff members.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Timeline
Customer Service Representative
Iqor For T-Mobile
05.2022 - Current
High School Diploma -
Albemarle High School
05.2022 - 05.2022
Associate of Arts - Business Administration And Management
Johnson C Smith University
08.2007 - 06.2011
General Manager
Tacobell
05.2007 - 05.2018
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