Sharon A. Williams
Norcross,GA
Summary
Goal-oriented customer service representative with expertise in complaint resolution and CRM software. Proven ability to enhance client understanding and train new team members for optimal performance.
Overview
21
21
years of professional experience
Work History
Telephone Customer Service Representative
Bay City Credit
Norcross, GA
03.2020 - 12.2025
- Resolved customer inquiries efficiently, ensuring high satisfaction levels.
- Provided clear information on account services, enhancing client understanding.
- Documented customer interactions accurately in CRM system for future reference.
- Trained new team members on customer service protocols and best practices.
Telephone Dispatcher
Charter Spectrum
Duluth, GA
10.2004 - 05.2017
- Coordinated dispatch operations to optimize technician routes and minimize delays.
- Managed real-time communication between field technicians and customer service teams.
- Implemented software improvements to enhance tracking of service requests and workflow efficiency.
- Trained new dispatch staff on operational procedures and system navigation for effective performance.
Education
Mass Communication
Hampton University
Hampton, VA05-1983
Skills
- Goal oriented
- Escalation handling
- Appointment scheduling
- Complaint resolution
- Social media support
- CRM software
- Email correspondence
- Script adherence
- Inbound phone calls
- Call center customer service
- Verbal and written communication
Timeline
Telephone Customer Service Representative
Bay City Credit
03.2020 - 12.2025
Telephone Dispatcher
Charter Spectrum
10.2004 - 05.2017
Mass Communication
Hampton University