Sophia Williams
Detroit,MI
Summary
Achieved high customer satisfaction ratings by resolving issues efficiently and managing relationships effectively. Enhanced service delivery in high-energy environments, including restaurants and entertainment venues. Improved complaint handling processes, resulting in faster response times and increased customer retention.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Selling snack Setting birthday parties
KinderCare-West Bloomfield, MI
West Bloomfield, MI
03.2016 - 02.2017
- Supervise children from infants to the age of 12
- Change diaper
- Prep food
- Help in developing lesson plans based on state requirements and the specific needs of each child
- Collaborate with teachers to monitor the development of each child
- Understand the teacher's routine when it comes to delivering a lesson plan and running the class in the event that the teacher is absent on a particular day
- Work with children in the classroom to promote their learning and development
- Communicate with parents and keep them informed about their child's development and any changes to the regular day-to-day schedule
Customer Service Representative (Remote)
Cognizant-Remote
10.2024 - Current
- Provide exceptional customer service by addressing inquiries and resolving issues promptly to ensure high levels of customer satisfaction.
- Utilize MS Excel to analyze data and generate reports that support decision-making processes and improve service delivery.
- Collaborate with cross-functional teams to enhance user experience and optimize procurement processes.
- Assist in the development and implementation of customer service strategies that align with company objectives and enhance customer loyalty.
- Monitor and evaluate customer feedback to identify areas for improvement and implement necessary changes.
- Maintain accurate records of customer interactions and transactions to ensure data integrity and compliance.
- Support the procurement team by managing purchase orders and ensuring timely delivery of goods and services.
- Contribute to process improvement initiatives by identifying inefficiencies and recommending solutions.
- Communicate effectively with customers and internal stakeholders to ensure seamless service delivery.
- Stay updated on industry trends and best practices to continuously improve customer service operations.
- Participate in training and development programs to enhance skills and knowledge in customer service and procurement.
- Ensure compliance with company policies and procedures in all customer service activities.
- Work independently in a remote environment while maintaining productivity and meeting performance targets.
- Ensure compliance with all relevant regulations and standards in data handling.
- Work for Molina health care
- Managed a high volume of incoming calls, emails, and chats from remote customers, consistently meeting or exceeding performance metrics
- Managed a high volume of incoming calls and emails from remote customers, consistently meeting or exceeding performance metrics for response time and customer satisfaction
- Provided exceptional customer service and support to remote customers, ensuring their needs were met and issues resolved in a timely manner
- Maintained a high level of professionalism and empathy while assisting customers with product information, order status updates, and returns
- Participate in regular team meetings to discuss best practices for delivering exceptional remote customer service experiences
- Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained over time
- Utilized CRM software to accurately document customer interactions, update account information, and track issue resolution progress
Customer Service Representative/ Provider Service Representative
Everise-Remote
08.2019 - 08.2024
- Experience: work in a high-volume call center for two companies Thru Everise, I have experience in data entry, handling complaints, providing right solutions for customers/providers, and following up to resolve any issues customers/providers experience. Provides support via phone, e-mail Troubleshooting, order entry, going over claims, going over member insurance information with the provider taking inbound and outbound calls. Complete HIPAA training course with a smile to all of the guests.
- Maintained a high level of professionalism and empathy while interacting with customers to ensure a positive experience
- Provided exceptional customer service by promptly and effectively addressing customer inquiries, concerns, and complaints
- Managed a high volume of incoming calls in a fast-paced call center environment
- Assisted customers in navigating company websites, troubleshooting technical issues, and placing orders online
- Resolved an average of XX customer issues per day through active listening, problem-solving, and effective communication
Sortation Associate
Amazon DSP-Romulus, MI
Romulus, MI
09.2017 - 11.2020
- Inductor
- Diverter
- Sorter
- Problem Solving
- Picker
Delivery Driver
Amazon Flex-Hazel Park, MI
Hazel Park, MI
12.2014 - 09.2019
- Delivering package to appointed locations
Assistant Teacher
kinder Care-West Bloomfield Township, MI
West Bloomfield Township, MI
03.2016 - 03.2017
- Caring, compassionate and loving what I do! Ensure my daily care of every child by following all licensing guidelines and implementing all company standards. Help to maintain a fun and interactive classroom that is clean and organised. Have countless advancement opportunities through my on-going training.
- Are rewarded with hugs from children and praise from parents every day!
- Customer representative/ Childcare teacher assistance
Customer Service Rep/Assistance Teacher
YMCA-Farmington Hills-MI
Farmington Hills, MI
05.2013 - 06.2016
- YMCA - Farmington Hills, Michigan
- Provided an elevated customer experience to generate a loyal clientele. Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Decide charges for services asked, collect deposit payments and arrange for billing. Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers. Answer customers' questions about products, prices, availability, or credit terms.
- Select the correct products or aid customers in making product selections based on customers' needs, product specifications, and applicable regulation
- Providing High Caring to each child. Problem solving. Supervising each child.
- Preparing lunches keeping clean environment for The Children. Helping Lead Teacher with any lesson plans.
Inspector
Yung Fu-Sterling Heights, MI
Sterling Heights, MI
01.2009 - 12.2010
- Inspect part and install part on Automotive doors
Redemption Specialist
Lucky Strike-Novi-MI
Novi, MI
05.2006 - 05.2008
- Engaging with customer, collecting tickets and giving out prizes
Customer Service / Cashier
Lucky Strike-Novi, MI
Novi, MI
11.2006 - 01.2007
Receptionist
Greeting-Farmington Hills, MI
Farmington Hills, MI
09.2005 - 06.2006
- Receive payment and record receipts for services. Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments.
- Schedule appointments and maintain and update appointment calendars.InventoryAnswer inquiries regarding information such as schedules, accommodations, procedures, and policies.
- Compute amounts, such as space available, shipping, storage, or demurrage charges, using a computer or price list. Receive, record, and bank cash, checks, and vouchers.
Concession Stand/ Box Office
Emagine Entertainment-Novi-MI
Novi, MI
09.2003 - 08.2005
- Sell and collect admission tickets and passes from customers at entertainment events. Count and record number of tickets collected. Greet customers attending entertainment events. Examine tickets or passes to verify authenticity, using criteria such as color or date issued. Service, clean, or supply restrooms. Gather and empty trash. Clean laboratory equipment, such as glassware or metal instruments, using solvents, brushes, rags, or power cleaning equipment.
Housekeeper/Laundry/cleaner
Best Western Hotels-Livonia, MI
Livonia, MI
03.2003 - 03.2004
- Clean corridors, lobbies, stairways, elevators and lounges as well as guest rooms organise work schedule from the room status list, arrivals and departures distribute linen, towels and room supplies using wheeled carts or by hand restock room supplies such as drinking glasses, soaps, shampoos, writing supplies, mini bar replace dirty linens with clean items inspect and turn mattresses regularly store all dirty laundry in line with company policy monitor guest laundry bags replace laundry bags and slips check all appliances in rooms are in working order realign furniture and amenities according to prescribed layout respond to guest queries and requests respond to calls for housekeeping problems such as spills, broken glasses deliver any requested housekeeping items to guest rooms remove room service items organise and restock cart at the end of the shift ensure confidentiality and security of guest rooms follow all company safety and security procedures report any maintenance issues or safety hazards observe and report damage of hotel
Education
No Degree - Business Administration
Ashford University-Remote
No Degree - Business administration
Baker College-Muskegon, MI
Muskegon, MIHigh School Diploma - Business Administration
Farmington High School-Farmington Hills, MI
Farmington Hills, MI05.2005
Skills
Performed comprehensive evaluations and diagnostics to strengthen service reliability
Managed cash flow processes to maintain financial accuracy and support compliance with regulations
Created and delivered comprehensive English language lessons aimed at enhancing students' grammar, vocabulary, and pronunciation proficiency
Delivered in-depth training on HIPAA regulations to promote staff awareness and understanding of privacy standards
Oversaw front desk operations to elevate guest experiences Championed initiatives to optimize check-in and check-out workflows, enhancing overall efficiency Cultivated a hospitable atmosphere that strengthened guest retention and repeat visits
Managed data entry processes to uphold stringent accuracy requirements, supporting operational integrity
Refined organization of product receipt procedures to support timely shipping operations
Designed and executed customer engagement initiatives aimed at enhancing satisfaction and strengthening client relationships
Managed hotel operations on a daily basis to improve guest satisfaction and increase operational efficiency
Led initiatives to optimize order processing, significantly enhancing customer satisfaction and retention Oversaw improvements in order entry systems, which minimized errors and refined operational workflows Managed order fulfillment processes, driving sales growth through effective coordination
Performed comprehensive assessments and resolved software issues to improve overall system performance
Led initiatives to elevate customer satisfaction ratings by delivering exceptional service and customized product recommendations Oversaw inventory management and promotional strategies to drive sales growth Cultivated a high-performance team culture centered on quality and excellence
Designed and presented engaging presentations, accompanied by accurate documentation, to improve information sharing and collaboration among stakeholders
Crafted and executed targeted communication strategies to foster stakeholder comprehension
Created and launched initiatives to foster social skills development and improve emotional health among young individuals
Developed and implemented cold calling strategies to optimize lead generation processes
Applied technical knowledge to improve operational processes and enhance project workflow efficiency
Conducted software updates and configurations for Microsoft Windows to enhance overall system efficiency
Directed documentation processes to facilitate timely project completion Enhanced team productivity by developing clear written materials Oversaw the implementation of digital record systems to optimize information accessibility
Designed and implemented strategic frameworks to improve efficiency in task prioritization and resource management
Managed cash register functions to support smooth and accurate transaction flow
Designed and implemented structured daily routines to support children's growth and enhance their well-being
Certification
Driver's License
Timeline
Customer Service Representative (Remote)
Cognizant-Remote
10.2024 - Current
Customer Service Representative/ Provider Service Representative
Everise-Remote
08.2019 - 08.2024
Sortation Associate
Amazon DSP-Romulus, MI
09.2017 - 11.2020
Selling snack Setting birthday parties
KinderCare-West Bloomfield, MI
03.2016 - 02.2017
Assistant Teacher
kinder Care-West Bloomfield Township, MI
03.2016 - 03.2017
Delivery Driver
Amazon Flex-Hazel Park, MI
12.2014 - 09.2019
Customer Service Rep/Assistance Teacher
YMCA-Farmington Hills-MI
05.2013 - 06.2016
Inspector
Yung Fu-Sterling Heights, MI
01.2009 - 12.2010
Customer Service / Cashier
Lucky Strike-Novi, MI
11.2006 - 01.2007
Redemption Specialist
Lucky Strike-Novi-MI
05.2006 - 05.2008
Receptionist
Greeting-Farmington Hills, MI
09.2005 - 06.2006
Concession Stand/ Box Office
Emagine Entertainment-Novi-MI
09.2003 - 08.2005
Housekeeper/Laundry/cleaner
Best Western Hotels-Livonia, MI
03.2003 - 03.2004
No Degree - Business Administration
Ashford University-Remote
No Degree - Business administration
Baker College-Muskegon, MI
High School Diploma - Business Administration
Farmington High School-Farmington Hills, MI