Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

SHAMILA Williams

Pasadena,MD

Summary

Dynamic professional with a proven track record in exceptional customer service and safety management, notably at the Internal Revenue Service. Skilled in multilingual communication and administrative proficiency, I excel in conflict resolution and team collaboration, consistently enhancing customer satisfaction and operational efficiency. Achieved performance benchmarks through attention to detail and adaptability. Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.

Overview

2025
2025
years of professional experience

Work History

Contact Center Representative

Internal Revenue Service, IRS
Baltimore, Maryland
10.2024 - Current
  • Led on-site and off-site customer support teams across multiple time zones.
  • Engaged actively with callers, confirming or clarifying information and diffusing anger.
  • Answered, screened, and processed a high volume of calls daily with a call management system and web-based communications.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Resolved customer complaints in a professional manner.
  • Attended regular training sessions on relevant topics to stay updated with industry trends.
  • Met or exceeded call speed, accuracy, and volume benchmarks on a consistent basis.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

Medical Assistant

Global Pain & Spine Clinic
Pasadena, Maryland
02.2024 - 09.2024
  • Educated patients on healthcare topics such as nutrition and disease prevention methods.
  • Answered phones, scheduled appointments, greeted patients and ordered supplies.
  • Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
  • Prepared treatment rooms for patient examinations.
  • Assisted with pre-operative preparation of patients including providing instruction about post-operative care plans.
  • Organized charts, documents and supplies to maintain team productivity.
  • Conducted patient interviews to gather health history, vital signs and information about current medical issues.
  • Handled general office duties to support administrative staff during peak hours.
  • Documented notes during patient visits.
  • Contacted medical facilities to schedule patients for admission.
  • Explained treatment procedures and physicians' instructions.
  • Scheduled appointments for patients via phone and in person.

Cashier

SP Plus Parking
Glen Burnie, Maryland
01.2023 - 11.2023
  • Built and maintained productive relationships with employees.
  • Accepted cash and credit card payments, issued receipts and provided change.
  • Adhered to social distancing protocols and wore mask or face shield.
  • Greeted customers promptly and responded to questions.
  • Worked closely with front-end staff to assist customers.
  • Counted and balanced cashier drawers.
  • Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
  • Maintained work area and kept cash drawer organized.
  • Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
  • Balanced daily transactions on a computerized point-of-sale system.
  • Counted money in cash drawers at the beginning of shifts to ensure amounts were correct.

Front Desk Receptionist

Days Inn Hotel
Glen Burnie, Maryland
01.2022 - 12.2022
  • Greeted visitors entering establishment to determine nature and purpose of visit.
  • Greeted customers, answered general questions and directed to appropriate locations.
  • Maintained client accounts by obtaining, recording, and updating personal and financial information.
  • Greeted visitors warmly and directed them to correct personnel or office.
  • Monitored reception area to provide consistently safe, hazard-free environment for customers.
  • Greeted customers warmly and made them feel welcome.
  • Worked with housekeeping and maintenance staff to address and resolve building and room issues.
  • Responded to customer inquiries via phone, email, and in person.

Administrator Assistant

Global Security
Dulles, USA
06.2019 - 12.2021
  • Company Overview: Administrative Assistant at Dulles International Airport, Virginia.
  • I excelled in customer service, safety, and security management, collaborating with a diverse team to resolve complex issues.
  • My strong attention to detail, administrative skills, and multilingual communication abilities contributed to a harmonious airport environment.
  • I adapted to changing situations, effectively communicated with stakeholders, and streamlined passenger services through ticketing expertise.
  • Administrator Assistant at Dulles International Airport, Virginia.
  • Managed daily office operations and maintained office supplies inventory, ensuring efficient workplace functionality.
  • Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
  • Maintained office supplies inventory by checking stock to determine inventory level.
  • Answered phone calls and emails to provide information, resulting in effective business correspondence.

Passenger Service Agent

Aer Lingus
05.2019 - 02.2020
  • Company Overview: Passenger Service Agent with Aer Lingus at Swissport
  • I delivered exceptional customer service, managed check-in, boarding, and luggage procedures, and ensured compliance with international travel regulations
  • My contributions enhanced passenger satisfaction and safety throughout their travel experience
  • Passenger Service Agent with Aer Lingus at Swissport

Cashier

7 Eleven Store
Herndon, Virginia
09.2018 - 04.2019
  • Helped with purchases and signed customers up for rewards program.
  • Provided excellent customer service while promoting loyalty programs to increase sales potential.
  • Helped customers find specific products, answered questions, and offered product advice.
  • Accepted cash and credit card payments, issued receipts and provided change.
  • Processed sales transactions to prevent long customer wait times.
  • Discounted purchases by scanning and redeeming coupons.
  • Adhered to social distancing protocols and wore mask or face shield.
  • Greeted customers promptly and responded to questions.
  • Worked closely with front-end staff to assist customers.
  • Counted and balanced cashier drawers.
  • Kept check-out areas clean, organized and well-stocked to maintain attractive store.
  • Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
  • Maintained work area and kept cash drawer organized.
  • Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
  • Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
  • Answered customer questions and provided store information.
  • Verified customer age requirement for alcohol or tobacco purchases.
  • Welcomed customers, offering assistance to help find store items.
  • Collected payments and provided accurate change.
  • Performed opening and closing procedures including counting cash drawers and preparing deposits.

Contact Center Representative

intarnal reven

Education

Associate in Applied Science -

Comsit College
Lahore, Pakistan
01.2010

Certificate of Electronic Ticket BSP Abacus -

01.2010

Air Ticketing Course -

01.2008

Skills

  • Exceptional customer service
  • Safety and Security Proficiency
  • Multilingual Communication
  • Appointment scheduling
  • Cash handling
  • Team Collaboration
  • Attention to Detail
  • Conflict Resolution Skills
  • Flexibility and Adaptability
  • Administrative Proficiency
  • Effective communication
  • Ticketing and reservation expertise

References

Available upon request

Timeline

Contact Center Representative

Internal Revenue Service, IRS
10.2024 - Current

Medical Assistant

Global Pain & Spine Clinic
02.2024 - 09.2024

Cashier

SP Plus Parking
01.2023 - 11.2023

Front Desk Receptionist

Days Inn Hotel
01.2022 - 12.2022

Administrator Assistant

Global Security
06.2019 - 12.2021

Passenger Service Agent

Aer Lingus
05.2019 - 02.2020

Cashier

7 Eleven Store
09.2018 - 04.2019

Contact Center Representative

intarnal reven

Associate in Applied Science -

Comsit College

Certificate of Electronic Ticket BSP Abacus -

Air Ticketing Course -

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SHAMILA Williams