Tasheika Williams
Albany,GA
Summary
Proven Customer Service Representative with a track record of enhancing customer satisfaction and loyalty at Benecard PBF. Excelled in conflict resolution and active listening, leading to a significant increase in repeat business. Skilled in Microsoft Office Suite and adept at problem-solving, consistently surpassed performance metrics, contributing to team success and service excellence. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Benecard PBF
Bonita Springs, FL
05.2017 - 08.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Participated in training programs to enhance product knowledge and customer service skills.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Customer Service Representative
Alorica
Fort Myers, FL
04.2013 - 02.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
Education
Emergency Medical/ Paramedicine
Albany Tech
Albany, GAGED -
Lee Adult Education
Fort Myers, FLSkills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Payment Processing
- Client Relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Microsoft Outlook
- Scheduling
- Follow-up skills
- Call Management
- Product Knowledge
- Paperwork Processing
- Order Processing
- Team Development
- Documentation
- Administrative Support
- Microsoft Office Suite
- Microsoft PowerPoint
- Data Collection
- Prioritization
- De-Escalation Techniques
- Building rapport
- Technical Support
- Quality Control
- Clerical Support
- Live chat support
- Filing
- Dispute Resolution
- Customer Education
- Product Sales
- Product and service solutions
- Multi-line phone talent
- Coordination
- Assertiveness
- Recordkeeping strengths
- Account updating
- Research
- Reading Comprehension
- Spreadsheets
- Service Upselling
- Office equipment proficiency
- Conflict Mediation
- Proofreading
- Service standard compliance
- Document Control
- Brand representation
- Medical terminology knowledge
- Escalation management
- Product Education
- Strategic sales knowledge
- Shipping procedures understanding
- Delivery Scheduling
- System implementation
Timeline
Customer Service Representative
Benecard PBF
05.2017 - 08.2024
Customer Service Representative
Alorica
04.2013 - 02.2016
Emergency Medical/ Paramedicine
Albany Tech
GED -
Lee Adult Education