Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shanzae E. Williams

Abingdon,MD

Summary

A results-driven professional with a strong foundation in leadership, operational efficiency, and exceptional client service. Adept at managing competing priorities, streamlining workflows, and cultivating high-performing teams to drive organizational success. Skilled in assessing customer needs, resolving complex challenges, and optimizing service operations to boost satisfaction and retention. A proactive leader with a sharp attention to detail, experienced in mentoring teams, managing vendor relationships, and ensuring smooth transactions. Committed to delivering outstanding service while fostering organized, efficient, and customer-focused environments.

Overview

9
9
years of professional experience

Work History

Customer Service Associate

The Home Depot
09.2021 - Current
  • Processing and tracking special orders, maintaining weekly inventory
  • Facilitating vendors and customer inquiries
  • Processing daily reports on incoming and outgoing orders, computer placed orders
  • Researching and resolving discrepancies in orders and payments
  • Assisting in annual store inventory
  • Providing guidance and coaching support to other employees with resolving customer service issues and serving customers

Mentor-College Board Services for Students with Disabilities

Educational Testing Services
01.2019 - 03.2024
  • Assisting parents, students, and schools with applying for accommodations for SAT, AP, and PSAT exams
  • Assisting with test day orders, ordering materials, and administering exams with accommodations
  • Running a team of 6 to handle escalated issues, process case issues, and email inquiries
  • Processing time for approximately 40 agents daily
  • Assisting in the training of new agents signing on to the team, teaching policy, and maintaining a healthy training environment
  • In charge of processing and making decisions regarding temporary accommodations requests for students taking the SAT, PSAT, and AP exams, processing approximately 2000 requests each school year
  • Providing supervisor assistance, handling approximately 75-100 calls through the supervisor line per day to assist phone agents
  • Assisting with Tier 2 cases, handling 40-50 escalated cases per day regarding issues that can't immediately be solved with customer service phone agents
  • Facilitating coaching sessions for agents needing assistance and/or disciplinary action regarding their work

Roadside Assistance Call Center Representative

AAA Midatlantic
12.2017 - 06.2018
  • Responsible for expediting and processing over 75 calls per day from members experiencing roadside breakdowns
  • Dispatched drivers to each caller based on specific roadside needs as quickly as possible
  • Ensured drivers were calm and safe while waiting for service
  • Processed any credit card charges for extras on the service (over mileage, replacement battery, etc.)

Project Assistant-Installations

A3 Contracting LLC
10.2016 - 12.2017
  • Responsible for timely scheduling of measurements and installations for Lowes' customers
  • Consistent monitoring and tracking of the status of all measurements and installations
  • Assists with problem resolution from the General contractor and Lowes' customers and employees in a timely manner
  • Create and process all invoices for completed work. Made sure office ran smoothly so that my supervisors were able to maintain field work

Education

Biology

Morgan State University
Baltimore, MD
05.2007

Skills

  • Cashier
  • Excel
  • Microsoft Word
  • Powerpoint

Timeline

Customer Service Associate

The Home Depot
09.2021 - Current

Mentor-College Board Services for Students with Disabilities

Educational Testing Services
01.2019 - 03.2024

Roadside Assistance Call Center Representative

AAA Midatlantic
12.2017 - 06.2018

Project Assistant-Installations

A3 Contracting LLC
10.2016 - 12.2017

Biology

Morgan State University

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Shanzae E. Williams