SHEA MCWILLIAMS
Aurora,II
Summary
Adept at elevating customer experiences, I leveraged my problem-solving abilities and management skills at AT&T Call Center to significantly enhance service quality. Spearheading a team at PCG Consulting, I improved operational efficiency and customer retention, showcasing my expertise in conflict resolution and staff training.
Overview
14
14
years of professional experience
Work History
Premier Service Consultant
AT&T Call Center
Aurora, IL
12.2021 - Current
- Provided excellent customer service to customers by answering inquiries and resolving complaints.
- Assisted customers in selecting appropriate services based on individual needs and preferences.
- Demonstrated knowledge of company products and services, including pricing plans and features.
- Researched billing issues for customers using various software programs.
- Educated customers about the features and benefits of different services offered by the company.
Claimant Service Supervisor
PCG Consulting
Aurora, IL
05.2020 - 11.2021
- Oversee a team of 16 agents on daily operations in assisting claimants for IDES Unemployment Program
- Developed and implemented departmental policies and procedures for efficient operations.
- Monitored daily performance of team members to ensure compliance with company standards.
Logistics/Shipping Administrator
Storacell
06.2010 - 05.2020
- Extensive Data Entry, Filing, Processing and Shipping Orders
- Pulled merchandise and prepared customer orders
- Conducted several marketing projects to obtain new customers
Education
Assoc. Degree - Information Tech Support
University of Phoenix
12.2011
Skills
- Customer Service
- Financial portfolios
- Management
- Staff education and training
- Complaint resolution
- Reporting and documentation
- Communication Skills
- Customer Retention
- Conflict Resolution
- Inquiry response
- Inbound call answering
- Problem-solving abilities
- Phone Etiquette
- Upselling techniques
Accomplishments
- Won the AT&T We Care award in 2024 for being an exceptional agent.
- Was #2 in my first year for our call center and went to AT&T Summit for recognition
References
References available upon request.
Timeline
Premier Service Consultant
AT&T Call Center
12.2021 - Current
Claimant Service Supervisor
PCG Consulting
05.2020 - 11.2021
Logistics/Shipping Administrator
Storacell
06.2010 - 05.2020
Assoc. Degree - Information Tech Support
University of Phoenix
Similar Profiles
Randall TrumphRandall Trumph
Lead Dispatcher at AT&T Call CenterLead Dispatcher at AT&T Call Center
SHERI WELLSSHERI WELLS
Sr. Manager, Systems Administration & Operations at AT&T Call CenterSr. Manager, Systems Administration & Operations at AT&T Call Center
Ranika DoveRanika Dove
Customer Service Representative at AT&T Call CenterCustomer Service Representative at AT&T Call Center
Allison JosephAllison Joseph
Customer Service Representative at AT&T Call CenterCustomer Service Representative at AT&T Call Center
Fahreza HasanFahreza Hasan
Student Leader at Monash CollegeStudent Leader at Monash College