Walter Williams
Clackamas,OR
Summary
Customer service professional with extensive experience in customer support and CRM management. Demonstrated success in conflict resolution and enhancing customer satisfaction, consistently achieving high service levels. Proficient in technical support and team collaboration, focused on improving operational efficiency and building strong client relationships.
Overview
28
28
years of professional experience
Work History
Customer Service Representative
XPO Logistics
Clackamas, USA
07.2025 - Current
- Assisted customers via phone and email, resolving inquiries and ensuring satisfaction.
- Scheduled delivery appointments via phone and email efficiently.
- Recorded delivery exceptions and addressed drivers' field needs, enhancing operational responsiveness.
- Facilitated driver check-ins and scanned paperwork into database, streamlining documentation process.
- Reviewed accessorial charges for accuracy in invoicing processes.
Rural Postal Carrier
United States Postal Service
Tigard, USA
02.2024 - 05.2024
- Delivered packages while providing exceptional customer service at every stop.
- Scanned and staged packages, ensuring on-time delivery for assigned routes.
- Organized and correlated mail for daily routes, enhancing timely distribution.
- Performed well checks on elderly and special needs citizens, providing essential support along routes.
- Utilized handheld device to report metrics and track performance accurately.
Field Representative / QA Tech
CURAPATIENT
Irvine, USA
05.2022 - 12.2023
- Served as field customer representative for OCHCA’s Covid scheduling app, addressing user inquiries and facilitating issue resolution.
- Provided on-site technical assistance at vaccination sites.
- Transitioned to QA technician, ensuring quality control and operational standards following closure of vaccination pods.
- Refined county’s Chat Bot intents, enhancing user interaction during initial three months of operation.
- Reviewed chatbot data weekly, delivering detailed reports on trends to county.
Territory Manager
ALCAM MEDICAL INC.
Riverside, USA
01.2020 - 12.2022
- Find and qualify new accounts.
- Supported and grew existing accounts, enhancing customer satisfaction and loyalty.
- Expedited customer orders and maintained high service levels, ensuring timely delivery and responsiveness.
- Coordinate patient care at SNF, hospital and home.
- Maintained and updated CRM with current account information and leads, improving data accuracy for sales outreach.
Customer Service Representative
OSSUR AMERICAS, INC.
Foothill Ranch, USA
01.2001 - 12.2014
- Resolved customer issues promptly, ensuring satisfaction during interactions.
- Maintained CRM call records while identifying opportunities to enhance customer experience.
- Assisted sales representatives in opening new accounts and expediting existing requests to streamline processes.
- Supported South West and North West sales territories, enhancing coverage from New Mexico to Alaska.
Credit Card Billing Support
SHOPPING.COM
Newport Beach, USA
01.1998 - 12.2000
- Resolved customer billing inquiries, ensuring clarity and satisfaction.
- Contacted credit card companies to verify and address fraudulent purchases.
- Supported order entry staff during peak times to maintain workflow efficiency.
Education
Some College (No Degree) - Business Administration
Saddleback College
Mission Viejo, CASkills
- Customer service and support
- Call center operations
- CRM management
- Order processing and billing
- Customer RMA management
- Delivery coordination
- Technical support
- Inventory management
- Warehousing operations
- Team collaboration and training
Accomplishments
- Travel abroad to train vendors and customers on prosthetics.
- Cold calling of in-active accounts to support the sales team.
- Sole contact representative for VIP account program customers.
- Built strong relationships with customers.
- Reputation for appeasing disgruntled customers and improving customer relationships. Track record of customer loyalty. Appointed several customers that were considered hard to please.
Timeline
Customer Service Representative
XPO Logistics
07.2025 - Current
Rural Postal Carrier
United States Postal Service
02.2024 - 05.2024
Field Representative / QA Tech
CURAPATIENT
05.2022 - 12.2023
Territory Manager
ALCAM MEDICAL INC.
01.2020 - 12.2022
Customer Service Representative
OSSUR AMERICAS, INC.
01.2001 - 12.2014
Credit Card Billing Support
SHOPPING.COM
01.1998 - 12.2000
Some College (No Degree) - Business Administration
Saddleback College