TAELAR WILLIAMS
Riverview,FL
Summary
Award-winning customer service professional with demonstrated experience providing customer service advocacy and leadership in high-volume, demanding call center environments. Effective and engaging communicator passionate about achieving the organization’s goals and carrying out the organization’s mission. Proven track record for developing long-term relationships through high-quality customer service. Core competencies include: Relationship Management | Call Center Operations | Strategy | Training | Employee Development | Coaching | Customer Loyalty
Overview
20
20
years of professional experience
1
1
Certification
Work History
Claims Contact Center Representative
USAA
01.2024 - Current
- Assist Members by documenting the First Notice of Loss and obtaining the information for effective claim investigation
- Create loss reports, answer questions regarding coverage, assist members with claim status questions, identify coverage concerns, and assign the applicable method of inspection when necessary
- Demonstrates strong time management practices while adhering to a schedule
- Supports workload surges and special projects related to Catastrophe events
- Nurtures and contributes to a cohesive team environment by sharing best practices and creating team incentives to drive performance
Senior Representative
VERIZON WIRELESS
04.2016 - 10.2023
- Manage customer calls and concerns, ensuring that each customer has a superior experience by demonstrating empathy, de-escalating conflict, and actively listening to customer concerns
- Improved call center functionality and service capacity by decreasing the number of calls escalated to the supervisor level by 43%
- Strive for one customer call resolution to customer concerns
- Exceeded key performance metrics by a minimum of 20% each review period
- Coach, develop, and mentor new and existing team members on delivering an exceptional customer experience to meet department goals and expectations
- Developed and executed strategies to increase customer retention
- Engage with customers with complex technical and billing issues related to troubleshooting their Internet, cellular devices, and other products
Tier 2 Customer Service Interim Supervisor
VERIZON WIRELESS
02.2015 - 04.2016
- Supervised day-to-day activities of the customer service department, implemented new and existing policies and procedures and reviewed existing policies and best practices to address customer concerns
- Documented and communicated roadmaps, strategies, and objectives for customer and team member retention to stakeholders
- Provided mentorship and guidance for team members seeking solutions to customer complaints
- Participates in and facilitates meetings and assists with training in developing team member skills as they relate to addressing customer concerns
- Established performance goals and expectations for staff
- Coordinated with staff to ensure that each team member had the tools necessary to reach goals
- Increased customer retention by 22% by efficiently addressing critical customer escalations
- Exceeded expectations for customer call guidelines including service levels, handling time, and productivity
Tier 2 Customer Service Representative
VERIZON WIRELESS
02.2012 - 02.2015
- Managed call flow and responded to technical support needs of customers
- Identified and solved technical issues using a variety of diagnostic tools
- Participated in various incentive programs and contests designed to support achievement and production goals
- Diffused volatile customer situations with courtesy and professionalism
Customer Loyalty Specialist
T-MOBILE
06.2005 - 02.2012
- Earned the PEAK Award as recognition for leadership and practicing the company’s core values regarding customer service and teamwork
- Managed inbound and outbound customer service calls related to billing inquiries and Tier 1 troubleshooting
- Diffused volatile customer issues using courtesy and professionalism
- Processed payments and rate plan changes to customer wireless plans
- Exceeded sales goals related to upgrading customer devices and selling accessories
- Developed, trained, and coached new team members and assisted with meeting and exceeding goals each quarter
Education
Bachelor of Science (BS) - Mass Communication
Middle Tennessee State University
Murfreesboro, TN05-2005
Skills
- Relationship Management
- Call Center Operations
- Strategy
- Training
- Employee Development
- Coaching
- Customer Loyalty
Certification
6-20 Adjusters License
Timeline
Claims Contact Center Representative
USAA
01.2024 - Current
Senior Representative
VERIZON WIRELESS
04.2016 - 10.2023
Tier 2 Customer Service Interim Supervisor
VERIZON WIRELESS
02.2015 - 04.2016
Tier 2 Customer Service Representative
VERIZON WIRELESS
02.2012 - 02.2015
Customer Loyalty Specialist
T-MOBILE
06.2005 - 02.2012
6-20 Adjusters License
Bachelor of Science (BS) - Mass Communication
Middle Tennessee State University
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