Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Susan Williams

San Antonio,US

Summary

Experienced Lead Account Specialist with 8+ years in customer service and document imaging. Skilled in problem resolution, effective communication, and team collaboration. Committed to improving processes, enhancing team engagement, and delivering exceptional customer experiences for operational excellence.

Overview

9
9
years of professional experience

Work History

Lead Account Specialist

Discover Financial
10.2021 - Current
  • Facilitated issue resolution online, improving user experience.
  • Resolve customer complaints efficiently, improving satisfaction and retention.
  • Presented information details in a manner that enhanced customer clarity and assurance.
  • Provide advanced customer support across multiple channels, resolving complex and escalated issues with professionalism and empathy.
  • Complied with company policies to maintain consistent service delivery.
  • Engage with team members to cultivate a collaborative environment, uplifting morale.
  • Lead customer service initiatives, resolving complex account issues and enhancing client satisfaction through personalized solutions and product expertise.
  • Develop creative strategies to address unique customer challenges, leveraging digital tools to optimize account management and service delivery.
  • Analyzed customer feedback and service metrics to identify trends.

Document Imaging Specialist

National Office Systems, Inc.
07.2018 - 12.2021
  • Increased customer satisfaction by resolving issues promptly.
  • Updated the excel sheet and tracking spreadsheets with latest information for billing purposes.
  • Ensured continuity among corporate and divisional work teams by documenting and communicating actions, irregularities, and ongoing needs.
  • Received, organized, and prioritized documents in preparation for scanning.
  • Handled requests for immediate office aid, such as data searches, drafts of office memos, and reference retrievals.
  • Oversaw new office employees' daily tasks and performance and training.
  • Used operating flow to scan and adobe to clean up project documents.
  • Worked with people from various departments and levels of management to reach an agreement on procedural documentation.
  • Worked with management to set up and keep a positive and productive working relationship.
  • Operated diverse types of imaging systems, such as tape drives, CDs, and software, in a safe and proper manner.

Customer Service Assistant

Target
09.2016 - 12.2017
  • Spoke with customers about their concerns about products or services to resolve issues and increase sales.
  • Helped customers with questions and orders over the phone.
  • Prioritized customer needs by providing prompt service.
  • Pay attention to the needs of my customers.
  • Collaborated with coworkers and managers to resolve difficult and high-level customer issues.

Education

Bachelor of Arts - Political Science

Fourah Bay College
Freetown, Western Area
01.2011

Skills

  • Customer service
  • Document imaging
  • Task prioritization
  • Teamwork
  • Communication
  • Problem resolution
  • Office management
  • MS Office
  • Workflow planning

Languages

English

Timeline

Lead Account Specialist

Discover Financial
10.2021 - Current

Document Imaging Specialist

National Office Systems, Inc.
07.2018 - 12.2021

Customer Service Assistant

Target
09.2016 - 12.2017

Bachelor of Arts - Political Science

Fourah Bay College

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