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Sheila Williams
Stone Mountain,GA
Summary
Customer service professional seeking a management role. Skilled in training staff and establishing rapport with clients. Self-motivated with exceptional communication and computer capabilities.
Overview
10
10
years of professional experience
Work History
Customer Service Account Manager
Pyramid Consultants
Alpharetta, GA
- Described product to customers and accurately explained details and care of merchandise.
- Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems.
- Effectively communicated with and supported sales, marketing and administrative teams on a daily basis.
- Developed reputation as an efficient service provider with high levels of accuracy.
- Served as the main liaison between customers, management and sales team.
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
- Contacted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events.
Account Manager
At&t
Atlanta, GA
05.2004 - 04.2014
- Prepared reports and communication for senior management and clients.
- Resolved service, pricing and technical problems for customers by asking clear and specific questions.
- Mastery of customer service management systems and databases.
- Addressed and resolved customer product complaints empathetically and professionally.
- Effectively managed a high-volume of inbound and outbound customer calls.
- Gathered and verified all required customer information for tracking purposes.
- Evaluated consumer reports on a monthly basis.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Initiated operations improvements to improve overall call center productivity.
- Cross-trained and backed up other customer service managers.
- Promptly responded to inquiries and requests from prospective customers.
- Effective liaison between customers and internal departments.
- Maintained accurate records of past due customer account activity.
- Managed work flow to exceed quality service goals.
Education
Bachelor of Science - Accounting
Argosy University
2016
Skills
- MS Windows proficient
- Exceptional communication skills
- Strong client relations
- Creative problem solver
- Cash flow management
- Credit card processing
- POS systems expert
- Cash flow analysis
- Financial reporting
- Effective problem solver
- Excellent time management skills
- Customer Relationship Management Software (CRM)
- Adherence to high customer service standards
- Customer-focused
- Microsoft Outlook, Word and Excel
- Exceptional telephone etiquette
- SAP and ERP system knowledge
- Training development aptitude
- Quick learner
- Process improvement specialist
- Works well under pressure
- Dedicated team player
- Database management
- Advanced Excel spreadsheet functions
- Independent worker
- Professional and mature
- AS/400
- QuickBooks proficient
- JavaScript
- Collaboration tools
- Effective multi-tasker
- Strategic planning
- Results-oriented
Accomplishments
- Customer Follow-up
Ensured that customers were satisfied with company products and services by doing purchase follow-up calls. - Financial
- Compiled inventory lists and worked with vendors for product pricing and special orders.
Timeline
Account Manager
At&t
05.2004 - 04.2014
Bachelor of Science - Accounting
Argosy University
Customer Service Account Manager
Pyramid Consultants