SUSAN WILLIAMS
Ruskin,FL
Work Preference
Summary
Customer Service Professionalism with solid background in managing high call volumes and providing exceptional customer service. Adept at resolving issues promptly and maintaining accurate records, contributing to operational efficiency. Demonstrated proficiency in effective communication and multitasking to ensure smooth workflow and customer satisfaction.
Overview
34
34
years of professional experience
Work History
Phone Operator
Answering Tampa Bay
09.2015 - Current
- Contributed to a positive work environment by supporting team members in handling difficult calls or resolving complex issues.
- Enhanced customer satisfaction by efficiently handling incoming calls and addressing inquiries.
- Maintained professionalism and courtesy while managing high call volumes during peak hours.
- Pleasantly greeted all callers and asked how to be of assistance.
- Managed emergency calls with professionalism and sensitivity, ensuring immediate response from appropriate personnel or authorities.
- Managed multi-line phone system, expertly navigating between calls while maintaining a friendly demeanor.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Delivered exceptional service through active listening, clear communication, and professional etiquette on each call handled.
- Managed multi-line phone system directing individuals to desired personnel and providing general information about operations.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Maintained detailed records of incoming calls for analysis and improvement of phone operator services.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
- Assisted Supervisors with the training of new operators.
Senior Student Loan Advisor
Atlas Education Finance
01.2010 - 04.2014
- Collaborated with team members to develop strategies for improving overall customer satisfaction and retention rates.
- Utilized data analysis tools to monitor trends in borrower behavior, identifying areas for potential improvement or intervention efforts.
- Facilitated group workshops educating attendees about managing student loan debt responsibly and exploring alternative repayment options available to them.
- Enhanced borrower understanding by providing clear explanations of complex student loan repayment options.
- Maintained strict adherence to privacy policies and procedures while handling sensitive client information, ensuring the protection of borrower data at all times.
- Provided continuous support to borrowers during the loan consolidation process, simplifying complicated procedures for them.
Student Loan Advisor
Blue Marble Lending
08.2008 - 05.2009
- Managed a high volume of cases efficiently, prioritizing tasks based on urgency and client needs.
- Provided continuous support to borrowers during the loan consolidation process, simplifying complicated procedures for them.
- Maintained up-to-date knowledge of federal regulations and guidelines regarding student loans, ensuring accurate advising services.
- Built strong rapport with clients, leading to increased trust and referrals from satisfied customers.
- Educated clients about the benefits of various forgiveness programs available to them, empowering informed decision-making processes.
- Counseled students and parents about financial aid options and program details.
Data Processor
Transcontinental Title
05.2005 - 02.2008
- Ensured timely completion of projects by prioritizing tasks and efficiently managing time.
- Maintained high level of data security by adhering to company policies, protocols, and confidentiality requirements.
- Adhered to strict deadlines for completing assigned tasks while maintaining a high degree of accuracy in all work performed.
- Utilized established methods for data processing and analysis for consistency and accuracy.
- Applied data validation procedures to support and enforce data integrity.
Data Entry Clerk
Circle K Accounting Offices
02.1992 - 10.1996
- Completed data entry tasks with accuracy and efficiency.
- Followed established procedures to enter and process data correctly.
- Organized, sorted, and checked input data against original documents.
- Scanned documents and saved in database to keep records of essential organizational information.
- Prioritized tasks effectively to ensure timely completion of all assigned projects without sacrificing attention to detail.
- Verified entered data against source documents to maintain consistency across multiple platforms within the organization.
- Sorted documents and maintained organized filing process.
- Created and maintained data entry logs to track data entry activities.
Education
No Degree - Prerequisites
HCC
Tampa, FLHigh School Diploma - undefined
Brandon High School
Brandon, FL05.1990
Skills
- Data entry
- Telephone etiquette
- Empathy and patience
- Appointment scheduling
- Administrative tasks
- Information assistance
- Building rapport
- Typing speed
- Call follow-up
- Strong interpersonal skills
- Excellent phone demeanor
- Accurate message transcription
- Computer skills
- Typing skills 50 wpm
- Professional communication
- Search directories
- Clerical support
- Team collaboration
- Customer needs assessment
- Emergency situation response
Timeline
Phone Operator
Answering Tampa Bay
09.2015 - Current
Senior Student Loan Advisor
Atlas Education Finance
01.2010 - 04.2014
Student Loan Advisor
Blue Marble Lending
08.2008 - 05.2009
Data Processor
Transcontinental Title
05.2005 - 02.2008
Data Entry Clerk
Circle K Accounting Offices
02.1992 - 10.1996
No Degree - Prerequisites
HCC
High School Diploma - undefined
Brandon High School