Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Timeline
Generic

Samira Williams

Syracuse,NY

Summary

Experienced customer service representative who can assist customers through multiple channels, and who is able to stay calm under pressure. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Packer

Amazon Warehouse
10.2023 - Current
  • Pull products from inventory based on daily orders
  • Check for damage and ensure products are present
  • Wrap products securely, apply protective materials, and stack items safely
  • Place items in containers such as boxes, crates, trays, and bags
  • Apply labels or tags with shipping information
  • Ensure products are weighed accurately
  • Ensure all packages are properly sealed
  • Check packed items for quality
  • Log relevant shipping, order, and label paperwork
  • Keep the work area clean and organized
  • Adhere to all warehouse safety rules and guidelines.

Customer Service Representative/Call Center

Spectrum Communications
03.2021 - 10.2023
  • Actively and consistently support all efforts to simplify and enhance the customer experience
  • Establish and maintain a high level of customer satisfaction, professionalism, and courtesy in all retention transactions
  • Consistently meet or exceed weekly and monthly retention activity goals by utilizing sound telephone based customer save techniques
  • Respond to inbound retention calls promptly and efficiently as outlined by the required call handling metrics to include productive time, schedule adherence, handle time, after call work, etc
  • Answer questions pertaining to billing inquiries, pricing and packaging of products and service, and service complaints
  • Ability to learn and master order processing within the billing system regarding all aspects of retained accounts, new sales order entry, account lookup, and other tools and functions as they relate to the retention function
  • Have a full understanding of and consistently demonstrate proficiency at explaining all products and services to existing customers in an effort to re-sell and retain
  • Acquire and demonstrate thorough knowledge of competitors' pricing, packaging, and products in an effort to discuss side by side comparisons of Charter's and competitors' products and services
  • Perform other duties as requested by supervisor.

Customer Service Representative/Call Center

U.S. Bank
08.2018 - 03.2021
  • Handle a large volume of inbound and outbound calls in a timely manner
  • Follow communication scripts and use knowledge of the company's products and services to go off-script when necessary
  • Identify customer needs, research issues, resolve complaints, and provide solutions
  • Maintain ownership of calls throughout the lifecycle of a caller's request, including follow-ups with escalation team
  • Recommend improvements for systems and processes to boost organizational efficiency.

Department Manager

Walmart
05.2015 - 05.2018
  • Ensure proper training of associates in current procedures
  • Maintain a positive work environment by setting an example
  • Resolve customer issues and complaints
  • Increase sales in the department and meet other performance goals
  • Conduct interviews to meet staffing demands for the department.

Sales Associate

Walmart
05.2012 - 05.2015
  • Unload truck
  • Move freight from warehouse to departments
  • Stock assigned department
  • Assist and greet all customers encountered
  • Maintain cleanliness of store
  • Process sales efficiently and accurately
  • Work with other associates and supervisors.

Education

A.A.S. in Human Services -

Onondaga Community College
Syracuse, NY
06.2024

Bachelor's in English -

Lincoln College
Lincoln, IL
05.2017

Skills

  • Customer service
  • Warehouse Safety
  • Quality Control
  • Problem-solving abilities
  • Microsoft Excel
  • Team Supervision
  • Goal-Oriented
  • Employee Motivation
  • Fast Typing Speed
  • Accuracy and Attention to Detail
  • Teamwork and Collaboration
  • Strong organizational skills

Certification

Driver's License

Personal Information

Willing To Relocate: Anywhere

Timeline

Packer

Amazon Warehouse
10.2023 - Current

Customer Service Representative/Call Center

Spectrum Communications
03.2021 - 10.2023

Customer Service Representative/Call Center

U.S. Bank
08.2018 - 03.2021

Department Manager

Walmart
05.2015 - 05.2018

Sales Associate

Walmart
05.2012 - 05.2015

A.A.S. in Human Services -

Onondaga Community College

Bachelor's in English -

Lincoln College

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Samira Williams