Tonya Williams
Mansfield,AR
Summary
Customer Support Representative with a proven track record at Palco, excelling in complaint handling and customer success management when Team Lead. Recognized for enhancing client satisfaction through effective problem-solving and active listening. Adept at data management and fostering teamwork, consistently delivering exceptional support and optimizing service processes. Exceptional background knowledge for processes. Has continually contributed in several areas outside of the norm for customer support and serves alongside management in helping with analytics.
Overview
21
21
years of professional experience
Work History
Customer Support Representative III
Palco
Remote
08.2019 - Current
- Assisted customers with inquiries and issues via phone, email, and chat channels.
- Collaborated with team members to streamline support processes and improve response times.
- Resolved customer complaints efficiently to enhance satisfaction and loyalty.
- Provided product information and guided customers through troubleshooting steps.
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
Support Coordinator
Palco
Sebastian, Scott, Logan Co
08.2017 - 08.2019
- Coordinated client service requests to ensure timely and effective support.
- Developed and maintained strong relationships with clients to enhance satisfaction and retention.
- Assisted in case management processes, ensuring accurate documentation of client interactions.
- Implemented workflow improvements that streamlined communication between teams and clients.
- Managed high-volume caseloads, ensuring timely completion of tasks and effective communication with clients.
- Maintained detailed documentation of client interactions and progress toward goals, providing a clear record of care provided.
- Ensured compliance with regulatory guidelines by diligently monitoring case documentation and maintaining accurate records for audit purposes.
- Worked with other departmental staff to answer questions and resolve problems.
- Conducted thorough assessments to identify client needs and develop appropriate support interventions, resulting in improved client outcomes.
- Enhanced team efficiency through facilitating regular meetings, sharing updates, and discussing strategies for improved service delivery.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Store Manager/ Sales Associate
Dunn’s Deals
07.2009 - 08.2010
- Oversaw daily store operations, ensuring adherence to company policies and procedures.
- Managed inventory levels, optimizing stock availability and minimizing shrinkage.
- Implemented promotional displays to enhance product visibility and drive sales growth.
- Cultivated a positive shopping experience through effective team leadership and conflict resolution.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Rotated merchandise and displays to feature new products and promotions.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
Shipping and Receiving Coordinator/ Sales Associat
MedDirect
Fort Smith, AR
05.2005 - 08.2007
- Coordinated inbound and outbound shipments to ensure timely delivery and compliance with company standards.
- Managed inventory levels using ERP systems, optimizing stock accuracy and minimizing discrepancies.
- Processed shipping documents, including bills of lading and customs forms, ensuring adherence to regulations.
- Collaborated with warehouse staff to streamline receiving operations, reducing processing time and improving efficiency.
- Monitored supply levels for packaging materials and coordinated replenishment orders as needed, avoiding delays in the shipping process.
- Prepared orders for shipment, posting weights and shipping charges onto packaging, marking materials with identifying information and updating logs of shipments outgoing and incoming.
- Maintained a well-organized inventory system for streamlined product retrieval and shipment preparation.
- Arranged for pick-up by carriers specified on customer purchase orders determined at final inspection through review of shipping instructions.
- Unpacked, examined and routed incoming shipments, rejected damaged items and recorded shortages.
- Utilized advanced tracking software to monitor shipment progress from origin to destination accurately, keeping customers informed throughout the process.
- Maximized space utilization within the warehouse through strategic storage planning and organization techniques, reducing clutter and improving workflow efficiency.
- Coordinated with suppliers to schedule timely deliveries, minimizing warehouse congestion and maximizing storage efficiency.
- Established strong relationships with key carrier representatives, ensuring priority handling and timely resolution of any shipping issues.
Education
High School Diploma -
Mansfield High School
Mansfield, ARSkills
Customer success management
Complaint handling
Data management
Attention to detail
Problem-solving
Active listening
Call management
Microsoft windows and office
Organizational skills
Support services
Tracking and documentation
Collaborative team player
Friendly and patient
Customer needs assessment
CRM, CMP, Microsoft Word and Adobe, Excel
Timeline
Customer Support Representative III
Palco
08.2019 - Current
Support Coordinator
Palco
08.2017 - 08.2019
Store Manager/ Sales Associate
Dunn’s Deals
07.2009 - 08.2010
Shipping and Receiving Coordinator/ Sales Associat
MedDirect
05.2005 - 08.2007
High School Diploma -
Mansfield High School