Sh’Quinta Williams
Missouri City,TX
Summary
Dynamic customer service professional with extensive experience at U.S. Bank and Conduent. Recognized for enhancing customer satisfaction through active listening and effective problem resolution. Proven ability to train new hires, consistently exceeding performance metrics while maintaining professionalism under pressure. Skilled in de-escalation techniques and fostering client loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
U.S. Bank
Houston, TX
10.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Customer Service Representative
Conduent
Houston, TX
11.2018 - 10.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Lead Cashier
Target
Houston, TX
07.2015 - 11.2018
- Maintained a balanced cash drawer with diligent attention to detail and accurate counting practices.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Assisted customers by answering questions and fulfilling requests.
- Processed both cash and card purchases and returns.
Education
Fine Arts
Dillard University
New Orleans, LASkills
- Customer service
- Active listening
- Critical thinking
- Problem resolution
- De-escalation techniques
Timeline
Customer Service Representative
U.S. Bank
10.2022 - Current
Customer Service Representative
Conduent
11.2018 - 10.2022
Lead Cashier
Target
07.2015 - 11.2018
Fine Arts
Dillard University