Tyrome Williams
Capitol Heights,MD
Summary
Accomplished professional with a proven track record at Docfcu, adept in customer support and technical troubleshooting. Excelled in managing high call volumes and resolving complex issues, enhancing customer satisfaction significantly. Skilled in computer applications and maintaining composure under pressure, I consistently improved team performance and efficiency through effective problem-solving and training.
Polite and professional Call Center Rep, successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Call Center Representative
Docfcu
04.2022 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Shift Manager
Greyhound Bus Terminal
03.2016 - 02.2023
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Maintained office PCs, networks and mobile devices.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
Intern/Map Engineer
OCTO/SYEP
06.2017 - 08.2017
- Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
- Created Maps using Mapstory and outline history on maps.
Education
High School Diploma -
Anacostia High School
Washington, DC06.2013
Skills
- Problem-solving skills
- Customer Support
- Data Entry
- Customer Service
- Complaint resolution
- Quality Control
- Technical Troubleshooting
- Computer Skills
- Calm and Professional Under Pressure
Certification
Network Academy - Introduction to Cybersecurity
Network Academy - Cybersecurity Essentials
Udemy - Comptia ITF+ (FCO-U61)
Timeline
Call Center Representative
Docfcu
04.2022 - Current
Intern/Map Engineer
OCTO/SYEP
06.2017 - 08.2017
Shift Manager
Greyhound Bus Terminal
03.2016 - 02.2023
High School Diploma -
Anacostia High School
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