Shanise Williams
North Brunswick,NJ
Summary
Dedicated to driving organizational efficiency and reducing costs, this strong leader and problem-solver focuses on streamlining operations. Utilizes independent decision-making skills and sound judgment to make a positive impact on company success.
Overview
25
25
years of professional experience
Work History
Customer Service Representative III
Oticon
03.2018 - Current
- Demonstrated exceptional customer service skills in a high-volume, fast-paced call center environment, resolving complex customer inquiries and billing issues with accuracy and a focus on customer satisfaction
- Reviewed and managed existing orders, providing comprehensive product knowledge and pricing information to clients
- Trained and mentored new hires on order entry systems, customer support procedures, and company policies, improving onboarding efficiency and team performance (Increased new hire efficiency by 20% within the first 90 days)
- Actively collaborated with colleagues via team chat to address order-related inquiries and resolve issues promptly
- Analyzed workflows and shared best practices to enhance operational efficiency, driving process improvements and team productivity (Improved resolution times for order-related issues by 15%)
- Demonstrated strong attention to detail and organizational skills to ensure accuracy in all transactions and communications
Customer Service Representative
Verizon Communications
06.2000 - 02.2016
- Managed 50+ sales and service calls daily in a fast-paced call center environment, ensuring a high standard of customer satisfaction
- Enrolled new customers for services by accurately inputting and retrieving data using various Windows-based systems (Proficiency in Microsoft Office Suite)
- Resolved complicated billing and service issues, applying analytical approaches to deliver effective solutions (Reduced billing errors by 25% through meticulous data entry and analysis)
- Met and exceeded daily sales and productivity objectives, consistently ranking as a top performer
- Implemented training programs for team members on service alerts and new products, enhancing overall team knowledge and customer support capabilities (Played a pivotal role in streamlining training processes, reducing onboarding time by 30%)
Education
High School Diploma -
Benjamin N. Cardoza High School
Bayside, NYApplied Health Science
Lehman College
Bronx, NYSkills
- Payment Processing
- Customer Service
- Data Entry and Analysis
- Process Improvement
- Teamwork
- Technology Proficiency
- Attention to Detail
- Problem-Solving
- Organizational Skills
- Time Management
- Multitasking
- Context Switching
- Active listening
- Critical thinking
Timeline
Customer Service Representative III
Oticon
03.2018 - Current
Customer Service Representative
Verizon Communications
06.2000 - 02.2016
High School Diploma -
Benjamin N. Cardoza High School
Applied Health Science
Lehman College
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