Shael Williams

EXPERIENCE & SKILL SET

Accustomed to working in fast-paced environments

Established/maintained positive, respectful and appropriate mentoring relationships with middle and high school girls

Maintained and effectively managed a homeroom environment for middle and high school students

Taught middle school Bible, ELA(6th grade), Speech & Debate (middle & high), ministry in dance

Receptionist/customer service representative(Summit Broadband) welcoming new and existing clients/customers, handling the front office and addressing inquiries of clients/customers efficiently with billing inquires, new services, retention and equipment returns

● Assist with new property launches onsite with account setup & host sponsored events at apartment housing properties

● Administrative tasks, submit and process commission reports/sales, receptionist duties

● Supervisor lead when needed or if they are not present throughout the day, take escalation calls

● Resolve all customer issues within the First Call Resolution guidelines, to retain clients and customers business when they are looking to cancel services, provided billing inquiries, basic troubleshooting, setup payment arrangements

● Provided new hire training and supervision

● Assist with sales; new mobile installation orders and payment and plan inquiries/arrangements

● Assist new hires upon the production the floor with questions or concerns, sat side by side with new hires for QA review and took escalation calls

● Ranked top 10 out 400 over 3-years (individuals); as well as ranking top 3 out 34 (teams)

● Patience: exercise patience in dealing with frustrated callers; by maintaining calm, and helping the caller outline their concerns, and assisting them with resolving issues

● Communication: ensure appropriate information is exchanged in a way callers understand Speaking clear, concise and with a

pleasant, helpful tone

● Persuasiveness: able to keep callers on the line, despite objections, and successfully complete the purpose for the call

● Listening: ensure the caller that they’re being heard by, asking pertinent questions and reiterating the facts back to the caller

● Knowledge of various call center software programs: Citrix and GUI systems

● Knowledge of various Microsoft Windows Operating Systems; as well as MS software programs (Word, Excel, Outlook, etc)