Summary
Overview
Work History
Education
Skills
Timeline
AssistantManager
Terra Williams

Terra Williams

Mobile,AL

Summary

Driven employee with experience communicating with clients to answer questions and support needs. Quality-driven when listening carefully to questions, researching correct answers, and transferring or escalating calls requiring high-level responses from other departments or supervisors. Talented at documenting detailed caller interactions to record for tracking and smooth future communication.

Overview

5
5
years of professional experience
4
4
years of post-secondary education

Work History

Office Assistant

American Locksmith Service
Mobile, AL
01.2010 - 04.2012
  • Mobile, Al
  • Scheduled appointments for multiple doctors
  • Check in and out patients
  • Processed payments.
  • Produced high-quality communications for internal and external use.
  • Provided clerical support, addressing routine and special requirements.
  • Developed correspondence letters, memos and emails.
  • Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
  • Completed clerical tasks such as filing, copying and distributing mail.
  • Maintained company handbook to outline policies and provide insights to company mission and values.
  • Verified accuracy of business records by consistently updating customer information.
  • Interacted with customers by phone, email or in-person to provide information.
  • Leveraged accounting software to manage expenses and keep track of finances.
  • Entered Type data using Software, following procedures to keep information private.
  • Recognized Type issues prior to escalation and applied appropriate techniques for effective resolution.
  • Provided ease of access and navigation for important data by compiling, organizing and uploading organizational documents to Type database.
  • Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
  • Edited documents to keep company materials free of grammar errors.
  • Informed and supported business leaders through consistent communication and administrative support duties.
  • Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff.

Customer Service Representative

Alorica
Mobile , AL
01.2020 - 05.2021
  • Answered phones
  • Fixed any credit card payments for unemployment
  • Updated information.
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer adjustments to maintain financial accounts.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Responded to customer requests for products, services and company information.
  • Recorded account information to open new customer accounts.
  • Collected and analyzed customer information to prepare product or service reports.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Processed Number invoices each weeks and mailed documentation to clients.
  • Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
  • Responded proactively and positively to rapid change.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Handled Type customers in fast-paced Type setting in coordination with solid team of Number customer service associates.
  • Recorded actions taken, issues resolved and Type information to effectively manage customer accounts.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Maintained up-to-date knowledge of product and service changes.
  • Entered orders into Type computer database system.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction Number%.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Investigated and resolved accounting, service and delivery concerns.
  • Resolved Type issues over phone with Number customers daily.
  • Handled over Number calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
  • Delivered excellent customer service, resulting in consistent Number% customer satisfaction rating.
  • Promptly responded to inquiries and requests from prospective customers.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Effectively communicated with customers about account changes, new Type products or services and potential Type upgrades.

Customer Service Representative

Sedgwick
Orlando, FL
07.2021 - 05.2022
  • Answer the phone
  • Help people with general question on their claims
  • Answering questions on paperwork and how to file it
  • File new claims.
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Recorded account information to open new customer accounts.
  • Collected and analyzed customer information to prepare product or service reports.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Recommended products to customers, thoroughly explaining details.
  • Effective liaison between customers and internal departments.
  • Processed Number invoices each weeks and mailed documentation to clients.
  • Contacted clients to verify account information and maintain accuracy, resulting in Number% increase in client satisfaction.
  • Implemented and developed customer service training processes.
  • Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Handled Type customers in fast-paced Type setting in coordination with solid team of Number customer service associates.
  • Recorded actions taken, issues resolved and Type information to effectively manage customer accounts.
  • Created and maintained detailed database to develop promotional sales.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Maintained up-to-date knowledge of product and service changes.
  • Entered orders into Type computer database system.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction Number%.
  • Devised workaround solutions for Type-related issues.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Developed and updated databases to handle customer data.
  • Communicated professionally with colleagues, freelancers and clients.
  • Sought ways to improve processes and services provided.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Improved overall efficiency Number% by anticipating needs and providing outstanding support.
  • Delivered prompt service to prioritize customer needs.
  • Investigated and resolved accounting, service and delivery concerns.
  • Resolved Type issues over phone with Number customers daily.
  • Validated Type and Type paperwork to boost Area of expertise efficiency.
  • Handled over Number calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
  • Delivered excellent customer service, resulting in consistent Number% customer satisfaction rating.
  • Promptly responded to inquiries and requests from prospective customers.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Effectively communicated with customers about account changes, new Type products or services and potential Type upgrades.

Blue Cross Blue Shield Specialist 2

Results Cx
Mobile, AL
06.2022 - Current
  • Recognized control failures in bank processes, procedures and customer decisions and categorized losses.

Education

High School Diploma -

Dayspring
Mobile, AL
08.2001 - 05.2005

Skills

Multi-line phone proficiency

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Timeline

Blue Cross Blue Shield Specialist 2

Results Cx
06.2022 - Current

Customer Service Representative

Sedgwick
07.2021 - 05.2022

Customer Service Representative

Alorica
01.2020 - 05.2021

Office Assistant

American Locksmith Service
01.2010 - 04.2012

High School Diploma -

Dayspring
08.2001 - 05.2005

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Terra Williams