Shaterroca Williams
Katy,TX
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and analytical problem-solving skills.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Consultant
Progressive Insurance
01.2021 - Current
- Provided excellent customer service skills by answering 50 or more inbound calls or chats per shift
- Provided personalized assistance for customers, ensuring their needs were met efficiently and effectively.
- Utilized CRM software to accurately track customer interactions, enabling quick access to relevant information during future calls.
- Conducted thorough research on complex issues when required, ensuring accurate information was provided to customers at all times.
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
Police Dispatcher
Stafford Police Department
03.2019 - 12.2020
- Promoted a positive work environment by fostering collaboration among team members and encouraging open communication channels within the department.
- Maintained a calm and reassuring presence during high-pressure situations, ensuring clear communication between callers, officers, and other agencies involved in emergency response.
- Utilized advanced mapping software to accurately pinpoint caller locations, aiding officers in swift response times during emergencies.
- Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
- Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
Police Dispatcher
Alexandria Police Department
06.2014 - 03.2019
- Determine and assign the level of priority of the call and enter the data into a computer-aided dispatch system for radio dispatch purposes
- Receive and respond to a variety of emergency and non-emergency services and complaints
- Ask questions to interpret, analyze and anticipate the caller’s situation as to resolve problems, provide information, dispatch emergency services, or refer callers to other agencies
- Maintain records and filing systems.
- Streamlined information sharing with other departments by developing comprehensive call summaries for interagency use.
Forklift Operator
D.B Schenker
11.2013 - 06.2014
- Obtains copy of shipping order and transports material to and from designated areas in the facility
- Performing daily equipment checks such as recharging the forklift battery.
- Safely loaded and unloaded trucks using appropriate forklift attachments, reducing the risk of accidents or injuries.
- Kept warehouse clean and organized by removing debris and returning unused pallets to designated areas.
Community Living Specialist
Rapides A.R.C
03.2011 - 01.2014
- Run errands, remind individuals of medications, and escort them to events
- Administer medication prescribed by a physician
- Ensured a safe and supportive environment by consistently adhering to health and safety guidelines, and reporting incidents promptly.
- Facilitated positive social interactions among residents by organizing group activities, outings, and events that catered to diverse interests and abilities.
- Maintained accurate records of participant progress towards goals while regularly reviewing data for adjustments or improvements in service delivery methods.
Customer Service Representative
STARTEK
04.2010 - 03.2011
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Updated account information to maintain customer records.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Residential Support Specialist
Pinecrest Supports and Services Center
07.2007 - 04.2010
- Providing physical support for patients or residents with daily activities and personal hygiene, including bathing, dressing, getting out of bed, using the toilet, walking, standing, or exercising
- Obtaining a wide range of information from physicians, caregivers and nurses about patient condition, treatment plans, and suggested activities
- Recording vital signs, including blood pressure, pulse, temperature, and respiration rate as requested by staff
- Noting observations of patient behavior, including complaints, or physical symptoms to nurses
- Stay up to date on training and facility policy and procedure.
Education
GENERAL STUDIES -
Bolton High School
Bachelor of Science - Psychology
University of Houston-Downtown
05.2020 - Current
Skills
Timeline
Customer Service Consultant
Progressive Insurance
01.2021 - Current
Bachelor of Science - Psychology
University of Houston-Downtown
05.2020 - Current
Police Dispatcher
Stafford Police Department
03.2019 - 12.2020
Police Dispatcher
Alexandria Police Department
06.2014 - 03.2019
Forklift Operator
D.B Schenker
11.2013 - 06.2014
Community Living Specialist
Rapides A.R.C
03.2011 - 01.2014
Customer Service Representative
STARTEK
04.2010 - 03.2011
Residential Support Specialist
Pinecrest Supports and Services Center
07.2007 - 04.2010
GENERAL STUDIES -
Bolton High School