Valencia Williams
Macon,GA
Summary
Dedicated Professional with a track record of success in delivering strategic guidance, developing solutions, and providing results. Skilled in data analysis, client relationship building, and project management. Exceptional ability to develop connections and deliver results for clients. Results-driven leader with positive attitude and passion for providing high-quality advice and guidance to clients. Proven ability to identify customer needs, resolve conflicts and build strong relationships. Possesses excellent problem-solving, communication and interpersonal skills.
Overview
8
8
years of professional experience
Work History
T2 IOS Customer Service Senior Support Advisor
Kelly Connect - Apple Program
08.2023 - Current
- Responds promptly to customer inquiries and implemented best practices in service
- Escalates significant hardware and software issues, along with faulty products, to technicians for repair
- Maintain records of daily data communication transactions, issues, corrective actions, and installation activities
- Advise and guide junior staff in adopting new technologies and best practices in software development
- Works closely with cross-functional teams, including product management, engineering, and QA, to ensure successful project delivery.
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Successfully managed approximately 20 incoming calls per day.
- Mentored junior advisors, fostering a supportive team environment focused on growth and learning.
T1 Mac+ Customer Service Support Advisor
Kelly Connect - Apple Program
03.2023 - 08.2023
- Answered and directed phone calls, taking messages and scheduling appointments
- Implemented best practices in customer service while responding promptly to inquiries from current and potential customers
- Exceeded client expectations through exceptional service and personalized attention
- Quickly addressed client inquiries and resolved concerns efficiently.
- Successfully manage approximately 20 incoming calls per day
T1 IOS Customer Service Support Advisor
Kelly Connect - Apple Program
11.2022 - 03.2023
- Managed calendars, arranged meetings and coordinated conference calls for team of 7-10 teammates
- Communicated with colleagues, clients, and vendors in a professional and courteous manner
- Implemented best practices in customer service while responding promptly to approximately 25 inquiries from current and potential customers per day
- Created automated scripts to optimize and simplify manual tasks in IT environments
- Protected data security by enforcing suitable access control policies.
Administrative Assistant
Mercer University Upward Bound
04.2022 - 10.2022
- Prepared presentations using Word, Excel, and PowerPoint
- Entered and verified data in databases for accuracy for approximately 50 program participants
- Managed vendor and external contact relationships
- Updated employee contact details and job titles in databases for 12 teammates
- Answered phones, provided information, took messages, and transferred calls
- Maintained timekeeping records and processed payroll for 12 teammates
- Established procedures and schedules, and tracked clerical staff work
- Planned conferences, meetings, and travel for 10-12 office personnel.
Customer Care Sales Specialist
LBrands - Bath & Body Works
10.2021 - 04.2022
- Kept accurate customer records and tracked interactions in CRM
- Assisted with order processing, billing, and returns for approximately 25-40 customers per day
- Maintained a positive and professional demeanor with customers
- Managed escalated customer inquiries with professionalism
- Handled high call volumes about products, services, orders, and returns
- Used persuasive communication to boost sales conversion rates
- Built rapport by providing accurate product information and addressing concerns.
Sales Associate
Follet HEG Bookstore - Tuskegee Campus
05.2017 - 03.2020
- Greeted customers and provided them with a positive shopping experience
- Assisted approximately 25-50 customers per day with finding and purchasing textbooks, school supplies, and university merchandise
- Assisted with 3-5 store events and promotions per semester, such as book signings and sales
- Provided excellent customer service by answering questions and addressing concerns
- Operated cash register and POS to handle purchases, refunds, and exchanges for customers
- Demonstrated exceptional customer service skills, resolving customer complaints efficiently and courteously
- Handled sales floor tasks, including customer assistance, stocking shelves, and inventory management.
Sales Associate
B. Turner's - Sock Shoppe
05.2019 - 01.2020
- Greeted and engaged customers to build rapport
- Maintained a clean and organized store by stocking shelves, and arranging displays for a minimum of 2 areas of store
- Processed sales transactions accurately using POS systems
- Collaborated with 6-10 teammates to meet sales goals and provide excellent customer service
- Followed store policies for returns, exchanges, and shipping
- Performed sales floor tasks, including customer assistance, stocking, and inventory management
- Used persuasive techniques to close sales while meeting company profitability standards
- Built and nurtured relationships with customers to drive sales.
Sales Associate Specialist
Payless ShoeSource
05.2016 - 05.2019
- Greeted and assisted approximately 25 customers per day with shoe selections, offering recommendations and answering questions
- Managed returns, exchanges, and refunds in line with company policies
- Stayed updated on industry and footwear trends
- Addressed and resolved customer complaints to ensure satisfaction
- Operated cash registers, balanced drawers, and made deposits
- Replenished shelves and offered alternatives for out-of-stock items
- Set up promotional displays and signage to boost sales.
Education
Bachelors of Science in Business Administration -
Tuskegee University
Tuskegee, AL05.2021
Bachelor of Science in Sales & Marketing -
Tuskegee University
Tuskegee, AL05.2021
High School Diploma -
Central High School
Macon, GA05.2017
Skills
- Proficient in Microsoft Office Suite, including Word, Excel, and PowerPoint
- Detail-oriented and able to maintain accurate records and files
- Experience with data entry, interpretation and record-keeping
- Ability to handle difficult situations with tact and diplomacy
- Relationship Development and Active Listening
- Strategic Planning and Problem-solving abilities
- Task Prioritization
- Analytical/ Critical Thinking and Problem Solving
- Presentations and public speaking
- Precise time management & Organizational Skills
- Efficient Multitasking and Flexibility Abilities
- Self Motivation
- Effective Communication and Decision Making
- Client Engagement
- Reliability
- Teamwork and Collaboration
- Relationship Building & Adaptability
References
- Deondria Jeffries Sherman, 678-907-3526, deondria.jeffries-sherman@kellyhba.com
- Chamea Berrian, 478-318-3368, csbapats@mgacoxmail.com
Timeline
T2 IOS Customer Service Senior Support Advisor
Kelly Connect - Apple Program
08.2023 - Current
T1 Mac+ Customer Service Support Advisor
Kelly Connect - Apple Program
03.2023 - 08.2023
T1 IOS Customer Service Support Advisor
Kelly Connect - Apple Program
11.2022 - 03.2023
Administrative Assistant
Mercer University Upward Bound
04.2022 - 10.2022
Customer Care Sales Specialist
LBrands - Bath & Body Works
10.2021 - 04.2022
Sales Associate
B. Turner's - Sock Shoppe
05.2019 - 01.2020
Sales Associate
Follet HEG Bookstore - Tuskegee Campus
05.2017 - 03.2020
Sales Associate Specialist
Payless ShoeSource
05.2016 - 05.2019
Bachelors of Science in Business Administration -
Tuskegee University
Bachelor of Science in Sales & Marketing -
Tuskegee University
High School Diploma -
Central High School
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