Hi, I’m
SHAQUONDA WILLIAMS
Summary
Results-driven call center professional with solid experience in customer service and communication. Adept at resolving issues efficiently and maintaining high customer satisfaction. Strong focus on team collaboration, adaptability, and achieving targets. Skilled in active listening, problem-solving, and multitasking. Reliable and flexible in meeting changing needs.
Overview
20
years of professional experience
1
Certification
Work History
T-TECH
Call Center Representative
09.2023 - Current
Job overview
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Process Customers Payments and cash advances to there checking account from there credit card account.
- Reset Online credential's and troubleshoot members. account
- File out fraud claims, file disputes and credit members accounts.
- Addressed customer account discrepancies and concerns.
- Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
- Responded proactively and positively to rapid change.
Capital One
Customer Service Representative
10.2021 - 09.2023
Job overview
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer account discrepancies and concerns.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Processed credit card payments on accounts.
- Reviewed and analyzed daily reports on suspicious activity, utilizing critical thinking skills to identify patterns and prioritize investigations accordingly.
- Reviewed transactions and receipts to identify any suspicious activity.
Marksman Security Corporation
Security Officer
11.2021 - 06.2022
Job overview
- Answer telephone calls to take messages, answer inquiries, and give information during non-business hours or when switchboard is closed
- Warn persons of rule infractions or violations, and apprehend or evict violators from premises, using force when necessary
- Warn of rule infractions or violations, and arrest or evict violators when required
- Escort or drive a vehicle to carry or protect passengers
- Use detecting devices to filter people and prevent forbidden items from entering restricted areas
- Patrol industrial or commercial buildings to detect intrusions and secure doors, windows, and gates
- Monitor and adjust building controls such as air conditioning, heating, and boiler
Affiliate Asset Solutions
Collections Representative
01.2021 - 10.2021
Job overview
- Answer customer questions regarding problems with their accounts
- Locate and notify customers of delinquent accounts by telephone for hospital bills
Axion Health Care
Customer Service Representative
04.2020 - 12.2020
Job overview
- Leveraged natural leadership talents and relationship building skills to de-escalate customers with complex billing and account maintenance concerns
- Contact consumers by phone to set up doctors appointments
- Troubleshoot issues with installed security service
Allied Universal Security
Security Guard
06.2011 - 05.2019
Job overview
- Escort or drive a vehicle to carry or protect passengers
- Use detecting devices to filter people and prevent forbidden items from entering restricted areas
- Answer telephone calls to take messages, answer inquiries, and give information during non-business hours or when switchboard is closed
- Monitor and adjust building controls such as air conditioning, heating, and boiler
- Warn of rule infractions or violations, and arrest or evict violators when required
- Patrol industrial or commercial buildings to detect intrusions and secure doors, windows, and gates
Lowe's
Cashier Customer Service
04.2008 - 08.2010
Job overview
- Process merchandise returns and exchanges
- Greet customers entering establishments
- Handled approximately daily credit and cash transactions for customers with accuracy and speed
- Monitor checkout stations to ensure that they have adequate cash available and that they are staffed appropriately
- Issue receipts, refunds, credits, or change due to customers
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout the store
- Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change
- Assist customers by providing information and resolving their complaints
- Receive payment by cash, check, credit cards, vouchers, or automatic debits
- Answer customers' questions, and provide information on procedures or policies
Big Lots
Cashier
03.2005 - 04.2008
Job overview
- Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change
- Greet customers entering establishments
- Issue receipts, refunds, credits, or change due to customers
Education
Kankakee High SchoolKankakee, IL
High School Diploma
05-2005
Skills
- Access Control Management
- Verifying Badges
- Problem Identification
- Patrol
- Retail Sales
- Cashiers
- Call Center Management
- Conflict Resolution
- Customer Service Representatives
- Business Strategy
- Software Troubleshooting
- Cctv
- Gentec
- PowerPoint Development
- Microsoft Office
- Microsoft Word
- SQL
- HIPAA
- Business Requirements
- Receptionist Duties
- Customer Service Training
- Customer Service
- Airport Security
- Security
- Problem-solving skills
- Customer Support
- Data Entry
- Call Center Customer Service
- Verbal and written communication
- Resolving issues
- Inbound phone calls
- Call Center Operations
- Communicating with clients
- Customer communications
- Call Control
- Complaint resolution
- Product Knowledge
- Payment Processing
- Calm disposition
- Building rapport
- Account updating
- Technical Support
- Inbound Phone Call Management
- Database Research
- Quality Control
- Logging call information
- Technical Troubleshooting
- Training experience
- Quality Assurance
- Credit adjustments
- Customer account updates
- Call handling
- Call documentation skills
- Computer Skills
- Understanding Customer Needs
- Calm Under Pressure
- Problem Resolution
- Call Documentation
- Work Prioritization
- MS Office
- Following scripts
- Policies and Procedures Adherence
- Issue and Complaint Resolution
- De-Escalation Techniques
- LiveChat Messaging
Certification
- 20 hour Basic Security Certificate
- CPR Certificate
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceFlexible work hoursPaid sick leave401k matchWork from home optionPaid time offHealthcare benefitsTimeline
Call Center Representative
T-TECH
09.2023 - Current
Security Officer
Marksman Security Corporation
11.2021 - 06.2022
Customer Service Representative
Capital One
10.2021 - 09.2023
Collections Representative
Affiliate Asset Solutions
01.2021 - 10.2021
Customer Service Representative
Axion Health Care
04.2020 - 12.2020
Security Guard
Allied Universal Security
06.2011 - 05.2019
Cashier Customer Service
Lowe's
04.2008 - 08.2010
Cashier
Big Lots
03.2005 - 04.2008
Kankakee High School
High School Diploma
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