Shori'onta Williams
Tampa
Summary
Customer-focused professional with experience assisting clients with life insurance and Medicare, supporting warehouse operations, and training employees for success. Recognized for a polite, friendly approach, strong communication skills, and the ability to maintain a positive attitude while delivering reliable, high-quality service in fast-paced environments.
Overview
11
11
years of professional experience
2014
2014
years of post-secondary education
Work History
Sales Representative
New York Life Insurance Co
Tampa
05.2023 - Current
- Resolve complex and escalated customer issues related to policy loans, billing discrepancies, reinstatements, and account changes
- Apply advanced problem-solving and de-escalation techniques to retain dissatisfied policyholders and prevent cancellations
- Exercise independent judgment within company and regulatory guidelines to deliver accurate, compliant resolutions
- Maintain detailed documentation of customer interactions to support audits, compliance reviews, and follow-up actions
- Build long-term customer relationships through empathetic communication and proactive engagement
- Meet resolution timelines while adhering to communication procedures, service standards, and quality metric
- Supported clients in selecting and applying for appropriate life insurance coverage based on their needs.
Sales Representative
Bankers Life Insurance
Tampa
09.2022 - 06.2023
- Developed client relationships through effective communication and follow-up strategies.
- Presented insurance products to potential clients during scheduled meetings and events.
- Assisted clients in understanding policy features and benefits tailored to their needs.
- Consulted with individuals and families to recommend life and health insurance solutions aligned with financial goals and coverage needs
- Built trust-based relationships that supported client retention and long-term policy satisfaction
- Educated clients transitioning to Medicare, ensuring clear understanding of coverage options and next steps
- Conducted follow-ups to address concerns, reduce policy lapses, and maintain active coverage
Clerk
The Fresh Market
Tampa
09.2020 - 05.2021
- Processed customer transactions efficiently at checkout stations.
- Maintained product displays to ensure freshness and organization.
- Assisted customers with product inquiries and provided excellent service.
- Delivered consistent, high-quality customer service to promote customer loyalty and repeat business
- Handled high-volume transactions accurately while maintaining a positive customer experience
- Supported daily store operations through inventory stocking, rotation, and quality standards
Assistant Press Operator / Bindery Finishing Opera
Quad Graphics
Tampa
06.2015 - 06.2020
- Operated printing presses to produce high-quality printed materials efficiently.
- Monitored machine performance to ensure optimal operation and quality standards.
- Assisted in setup and adjustment of printing equipment for various jobs.
- Processed print orders including packing, sorting, and freight preparation
- Set up and adjusted press equipment for production runs
- Ensured quality control through accurate stacking, counting, and inspection of finished materials
- Supported press operations including ink changes, plate handling, cleaning, and delivery of finished work
- Trained and supported employees to ensure proficiency and performance.
Education
Middleton High School
Tampa, FLSkills
- Advanced Issue Resolution & Escalation Handling
- Customer Retention & Relationship Management
- De-escalation & Complaint Resolution
- Account Management & Documentation
- Customer Advocacy
- Time Management & Case Prioritization
- Training and Development
- Cross-functional Collaboration
- Food Handling
- Operation Management
Timeline
Sales Representative
New York Life Insurance Co
05.2023 - Current
Sales Representative
Bankers Life Insurance
09.2022 - 06.2023
Clerk
The Fresh Market
09.2020 - 05.2021
Assistant Press Operator / Bindery Finishing Opera
Quad Graphics
06.2015 - 06.2020
Middleton High School