Summary
Overview
Work History
Education
Skills
Assessments
Personal Information
Timeline
Generic

Sandradee Williams

Summary

Effective Customer Service Rep, with strong communication and analytical skills. Assisted customers by actively listening to customers complaint/complaints. Demonstrated leadership via remote or call center setting, by taking escalated Collection calls, Servicing calls, or Chat. Guided and educated agents on following company compliances and procedures. Reviewed other employees calls/chat to coach and educate agents on preventing procedural and compliance failure. Self motivator with the ability to work independently. Demonstrated Soft skills such as communication, teamwork, creativity, adaptability, problem-solving, work ethic, critical thinking and conflict management

Overview

14
14
years of professional experience

Work History

Collection Lead/ Tier 2

Concentrix
09.2020 - 07.2023
  • Develop effective repayment plans
  • Follow-up with clients on overdue account
  • Research and implement effective collection techniques
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Researched and identified solutions to technical problems.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Monitored and reported trainee progress, introducing new learning tools to address individual needs.
  • Mentored new hires, resulting in stronger staff development and increased productivity.

Loss Prevention Officer

Ross Stores Inc
06.2019 - 01.2020
  • Responded calmly and effectively to emergency conditions, including safety hazards and threats to life or property
  • Documented evidence of attempted theft and recovered merchandise for use in loss prevention report generation
  • Monitored and supervised customer's activities in store to detect signs of attempted theft
  • Prepared and reviewed paperwork associated with audits, shortage control programs, apprehensions and disposition
  • Calculated response to detected theft attempts on basis of age and behavior of suspected perpetrator, erring on side of caution to insulate company from liability
  • Monitored loss prevention operations to minimize impact of shrink and identify theft and fraud
  • Monitored loss prevention operations to reduce impact of loss and identify theft and fraud.

Customer Service Representative

IntouchCX
08.2018 - 06.2019
  • Use computers for various applications, such as database management or word processing
  • Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
  • Check to ensure that appropriate changes were made to resolve customers' problems
  • Refer unresolved customer grievances to designated departments for further investigation
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

Service Associate

Cash Vault, Dunbar Armored
11.2017 - 08.2018
  • Create, maintain, and enter information into databases
  • Make copies of correspondence or other printed material
  • Arrange monies received in cash boxes and coin dispensers according to denomination
  • Sort and file deposit slips and checks
  • Monitor bank vaults to ensure cash balances are correct
  • Receive and count daily inventories of cash, drafts, and travelers' checks
  • Count currency, coins, and checks received, by hand or using currency-counting machine, to prepare them for deposit or shipment to branch banks or the Federal Reserve Bank
  • Balance currency, coin, and checks in cash drawers at ends of shifts, and calculate daily transactions using computers, calculators, or adding machines
  • Enter customers' transactions into computers to record transactions and issue computer-generated receipts
  • Receive checks and cash for deposit, verify amounts, and check accuracy of deposit slips.

Barista

Dunkin Donuts
11.2017 - 03.2018
  • Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
  • Controlled line and crowd with quick, efficient service.
  • Cleaned counters, machines, utensils, and seating areas daily.
  • Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
  • Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
  • Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
  • Trained new team members with positive reinforcement and respectful, encouraging coaching.

Dispatcher/ Security

Allied Universal Security Services
10.2015 - 12.2016
  • downloaded 'Via' flash drive and used for upcoming court cases
  • Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
  • Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
  • Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
  • Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
  • Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building.
  • Gathered information, identified, and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
  • Answered alarms, investigated disturbances, and contacted law enforcement personnel to escalate crises.
  • Wrote detailed reports of all security breaches and investigations.

Security Officer

U.S Security Association
02.2014 - 02.2016
  • Greeted clients as clients arrived to work
  • Screened visitors 'via' metal detector as per job requirement, as well as protection
  • I worked in Logistics, as it were my responsibility to inbound and outbound tractors and trailers logging in driver's name, tractor numbers, trailer numbers, and seal numbers
  • As an officer, it was my responsibility to rover on client's property, reassuring that there were no unusual activities, damages, or vandalism on or in client's property
  • I maintained a Daily Activity log 'via' beginning shift, and ending, responsible for all information being accurately inputted on Daily Reports.

Associate Clerk

Family Dollar
01.2010 - 02.2014
  • I greeted customers in a friendly manner
  • Assisted customers with questions about items that were sold by the store
  • I replenished items on assigned shelves as well as assisted in unloading company products off company trucks
  • I conducted and accurately performed cash handling as well as credit transactions
  • When shift ended, it was my responsibility to reorganize all store shelves neatly
  • Store was kept clean and tidy for the next business opening day, I also assisted and doubled as a [Store Key Carrier].

Education

GED -

Moraine Valley Community College
Palos Hills, IL
01.2006

Skills

  • Data Entry
  • Performance Management
  • Employee Supervision
  • Credit and Collections
  • Multitasking and Organization
  • Customer Service
  • Microsoft Office
  • Decision-Making
  • Performance Improvement
  • Coaching and Mentoring
  • Leadership and Change Management
  • Handling Complaints
  • Team Leadership
  • Regulatory Compliance

Assessments

  • Customer focus & orientation, Proficient, 09/01/23
  • Work style: Reliability, Proficient, 08/01/23

Personal Information

Work Permit: Authorized to work in the US for any employer

Timeline

Collection Lead/ Tier 2

Concentrix
09.2020 - 07.2023

Loss Prevention Officer

Ross Stores Inc
06.2019 - 01.2020

Customer Service Representative

IntouchCX
08.2018 - 06.2019

Service Associate

Cash Vault, Dunbar Armored
11.2017 - 08.2018

Barista

Dunkin Donuts
11.2017 - 03.2018

Dispatcher/ Security

Allied Universal Security Services
10.2015 - 12.2016

Security Officer

U.S Security Association
02.2014 - 02.2016

Associate Clerk

Family Dollar
01.2010 - 02.2014

GED -

Moraine Valley Community College

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Sandradee Williams