Teiya Williams
Arlington
Summary
Dedicated Customer Service Representative with a focus on exceptional problem resolution and complaint handling. Proven ability to enhance customer satisfaction and loyalty through effective communication and active listening.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Verizon
Dallas, TX
08.2021 - 09.2025
- Resolved customer inquiries and issues efficiently to enhance overall satisfaction.
- Processed billing adjustments and account changes accurately, ensuring compliance with company policies.
- Utilized CRM software to track customer interactions and maintain detailed records for follow-up.
- Collaborated with cross-functional teams to streamline processes and improve service delivery.
- Developed comprehensive knowledge of products and services to provide effective solutions to customers.
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative/Sales Representative
Sam's Furniture & Appliances
Arlington, TX
01.2018 - 08.2021
- Provided exceptional customer service ensuring that I meet customers needs.
- Resolved customer inquiries, enhancing satisfaction and loyalty through effective communication.
- Managed order processing and tracking, ensuring timely delivery of products to customers.
- Trained new staff on company policies and customer service protocols, improving team efficiency.
- Implemented feedback systems to gather customer insights, driving improvements in service quality.
- Coordinated with sales team to address customer concerns, fostering positive relationships and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Education
High School Diploma -
Duncanville High School
Duncanville, TX06-2015
Associate of Science -
Prairie View A&M University
Prairie View, TXSkills
- Exceptional Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Complaint handling
- Payment processing
- Professional telephone demeanor
- Computer proficiency
- Call center experience
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Team development
- Documentation
- Microsoft PowerPoint
- Microsoft Office Suite
- Customer relationship management (CRM)
- Prioritization
- De-escalation techniques
- Building rapport
- Technical support
- Live chat support
- Product sales
- Sales expertise
- Assertiveness
- Order fulfillment
- Account updating
Accomplishments
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Attained the highest number of new credit accounts opened within a one-month timeframe.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Languages
ASL
Limited Working
Timeline
Customer Service Representative
Verizon
08.2021 - 09.2025
Customer Service Representative/Sales Representative
Sam's Furniture & Appliances
01.2018 - 08.2021
Associate of Science -
Prairie View A&M University
High School Diploma -
Duncanville High School