Summary
Overview
Work History
Education
Skills
Timeline
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Walida Lewis

Richmond,TX

Summary

Dynamic and results-oriented professional with over 20 plus years of extensive professional customer service and technical support experience. Highly motivated individual with a passion for delivering excellent customer service. Skilled in problem-solving, active listening, and communication. Excellent writing, analytical thinking, research, and time management skills.

Overview

23
23
years of professional experience

Work History

Service Specialist • Customer Projects & Services

Schneider Electric-APC
10.2006 - 06.2024
  • Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
  • Performed scheduled dispatches for contract and billable customers.
  • Managed over 500 plus portfolios for clients resolving all customer inquiries and needs.
  • Collaborated with team members to develop new strategies for improving service quality and efficiency.
  • Acted as a liaison between customers and technicians, ensuring timely completion of tasks and optimal communication throughout the process.
  • Maintained strong relationships with clients while yet ensuring guaranteed results from the companies products and services.
  • Achieved high service level scores by effectively resolving customer issues during the first contact.
  • Supported peers through knowledge sharing, collaboration efforts resulting in an enhanced team dynamic and heightened productivity levels.
  • Cross-trained and backed up other customer service managers.
  • Assist the 24-Hour Remote Monitoring Service Team with account alerts and system notifications daily.
  • Communicated with logistics regarding back-order availability, future inventory and special orders.
  • Consistently met or exceeded performance metrics related to service quality, response time, and customer satisfaction scores.
  • Streamlined onboarding processes, reducing time-to-value for new customers while maintaining high levels of satisfaction.
  • Worked closely with sales team on understanding customer requirements, promoting products and delivering sales support.

Communications - Customer Service Representative

SBC Global Communications
02.2001 - 08.2004
  • Resolved all customer complaints, billing issues and other concerns while yet maintaining professional courtesy which resulted in great customer satisfaction.
  • Diligently provided alternative solutions with the objective of maintaining customer satisfaction.
  • Answered inbound calls from customers with billing issues, technical issues or general questions regarding service.
  • Maintained appropriate records, prepares required reports, and updated customer accounts.
  • Managed high-stressed situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Education

High School Diploma -

Gardena Senior High School
Gardena, CA
06.1992

Skills

  • Client Retention Strategies
  • Clerical Support
  • Customer Relationship Management (CRM)
  • Call Center Operations
  • Exceptional communication skills strong client relations
  • Knowledge of Intouch, Lotus Notes, Clarify, DCE, Email Verification System, Microsoft Outlook, Word and Excel, Avaya Software knowledge
  • Critical Thinking
  • Conflict Resolution
  • Complaint Handling
  • Technical Support
  • Strategic sales knowledge
  • Live chat support

Timeline

Service Specialist • Customer Projects & Services

Schneider Electric-APC
10.2006 - 06.2024

Communications - Customer Service Representative

SBC Global Communications
02.2001 - 08.2004

High School Diploma -

Gardena Senior High School

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Walida Lewis