Summary
Overview
Work History
Education
Skills
Certification
Assessments
Timeline
AssistantManager
Virginia Liccardi

Virginia Liccardi

Girard,OH

Summary

Proven leader and technical troubleshooter with a history at Williams-Sonoma, Inc., where I exceeded call expectations by 15% through expertise in CCUI, AMS, and NetSuite. Renowned for exceptional customer service and support, my analytical skills and ability to resolve complex customer inquiries have consistently enhanced customer satisfaction and engagement.

Overview

7
7
years of professional experience
1
1
Certification

Work History

International Customer Service Representative

Williams-Sonoma, Inc.
Remote
10.2021 - Current
  • Worked as an international customer support agent.
  • Identified needs of customers promptly and efficiently.
  • Greeted customers and responded to inquiries in a timely manner.
  • Processed payments using point of sale system software.
  • Maintained knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.
  • Educated customers on product features and benefits to ensure they had an excellent shopping experience.
  • Demonstrated strong problem solving skills when faced with challenging situations or complex inquiries from customers.
  • Answered questions and resolved concerns for customer support.
  • Demonstrated exceptional service skills by going above and beyond to satisfy customers on phone and in person.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.

Traveling State Tested Nursing Assistant

American Medical Personnel
Akron, OH
06.2017 - 09.2021
  • Responsible for taking care of residents, including feeding, bathing, dressing, and addressing any problems that arose
  • Made a difference in the quality of life for elderly patients.
  • Performed routine medical tasks, such as taking blood pressure and changing dressings.
  • Recorded information regarding food intake and output of patients.
  • Communicated effectively with patients, families and other healthcare professionals to ensure quality care was provided at all times.
  • Responded quickly during emergency situations in accordance with hospital protocols.
  • Maintained accurate records of patient information, including vital signs, diet plans, medications administered and progress notes.
  • Conducted routine checks on patient vitals, blood pressure, blood sugar and heart rate.

Education

High School Diploma -

Warren G Harding High School
Warren, OH
06-2002

Skills

  • CCUI,AMS and NetSuite experience expertise
  • Microsoft Outlook, Word, And Excel
  • Customer Service And Support
  • Experience in leadership
  • Analytical Skills
  • Exceeded incoming calls expected by 15%
  • One call resolution
  • I am extremely good at escalations and able to take back ownership of the call while still keeping the customer happy
  • Great team player
  • Technical Troubleshooting
  • Goal Setting
  • Reliability
  • Time Management
  • Experience in leadership
  • Customer Needs Assessment
  • Documentation Skills
  • Status Updates
  • Customer Engagement
  • Microsoft Office Expertise
  • Call Center Operations
  • Multitasking And Organization
  • Microsoft Powerpoint
  • Adherence To High Customer Service Standards
  • Prioritization
  • Credit Card Processing
  • Multi-Line Phone System
  • Written And Oral Communication
  • Pos System Operation

Certification

State Tested Nursing Assistant

Assessments

  • Customer focus & orientation, Proficient, 03/01/24, Responding to customer situations with sensitivity
  • Customer service, Proficient, 03/01/24, Identifying and resolving common customer issues
  • Call center customer service, Proficient, 09/01/21, Demonstrating customer service skills in a call center setting

Timeline

International Customer Service Representative

Williams-Sonoma, Inc.
10.2021 - Current

Traveling State Tested Nursing Assistant

American Medical Personnel
06.2017 - 09.2021

High School Diploma -

Warren G Harding High School
Virginia Liccardi