Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Sondra Williams

Summary

Dynamic customer service professional with a proven track record at Chase Bank, excelling in resolving inquiries and enhancing satisfaction. Recognized for strategic planning and an approachable demeanor, I effectively trained teams and streamlined processes, achieving significant improvements in response times while maintaining a customer-focused approach.

Professional Merchandise Specialist with proven track record in inventory management, product placement, and sales optimization. Strong focus on team collaboration and achieving results. Adaptable, reliable, and skilled in vendor relations, merchandising strategies, and customer service. Known for driving sales and ensuring optimal stock levels.

Overview

18
18
years of professional experience

Work History

Merchandise Specialist

Sam's Club
08.2019 - Current
  • Assisted in inventory management and stock replenishment processes.
  • Supported team in merchandise presentation and visual displays.
  • Engaged customers to enhance shopping experience and provide product information.
  • Enhanced customer satisfaction with expert product knowledge and personalized assistance.
  • Resolved customer complaints professionally, ensuring a high level of satisfaction with their shopping experience at the store.
  • Collaborated with colleagues to ensure product availability on sales floor.
  • Adapted to changing priorities in a fast-paced retail environment effectively.

Customer Service Representative

World Travel
04.2016 - 09.2018
  • Managed high-volume call traffic while maintaining excellent service quality standards.
  • Resolved customer inquiries efficiently using CRM software to enhance user experience.
  • Collaborated with team members to streamline processes and improve response times.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.

Senior Customer Care Specialist

Chase Bank
09.2007 - 04.2016
  • Managed inbound customer inquiries, resolving issues efficiently and ensuring customer satisfaction.
  • Trained new team members on call handling procedures and company policies to enhance service quality.
  • Developed and implemented streamlined processes for handling high-volume calls, improving response times.
  • Collaborated with cross-functional teams to address customer feedback and improve service delivery strategies.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Addressed customer account discrepancies and concerns.
  • Resolved customer complaints and addressed emergency requests and needs.
  • Maintained detailed records of customer interactions, transactions, comments, and complaints for future reference and analysis.
  • Answered over [100] calls per shift to meet fast-paced call center demands.
  • Participated in regular team meetings to discuss challenges, share ideas, and strategize on how to improve overall call center performance.
  • Took ownership of challenging situations, maintaining a customer-focused approach while working towards mutually beneficial solutions.

Education

Associate of Science -

Tulsa Community College
Tulsa, OK

Skills

  • Approachable demeanor
  • Punctual and trustworthy
  • Strategic merchandise planning
  • Engaged listener
  • Customer-focused sales professional

Accomplishments

Became a Notary Public for the State of Oklahoma in 2020.

Timeline

Merchandise Specialist

Sam's Club
08.2019 - Current

Customer Service Representative

World Travel
04.2016 - 09.2018

Senior Customer Care Specialist

Chase Bank
09.2007 - 04.2016

Associate of Science -

Tulsa Community College

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Sondra Williams