Summary
Overview
Work History
Education
Skills
Timeline
Generic

William Trinkle

Vancouver

Summary

Customer Support Specialist with 5 years experience in high-volume call centers. Excellent problem-solver with strong communication skills, known for staying calm under pressure, resolving issues efficiently, and consistently delivering a positive customer experience.

Overview

11
11
years of professional experience

Work History

Member Support Representative

iQ Credit Union
08.2024 - Current
  • Managed over 40 calls per day assisting members via phone, email, and standard mail.
  • Handled and validated a variety of financial transactions, such as transfers, payments, domestic wire transfers, ACH returns, account updates, and ledger reconciliations.
  • Resolve member complaints and issues efficiently, escalating to appropriate departments when necessary.
  • Educate members on credit union products and services, promoting financial literacy and engagement.
  • Utilized in-depth knowledge of KYC, compliance protocols, and regulatory standards to detect and prevent and financial crimes.
  • Document member interactions and transactions in the CRM system.

Customer Service Agent

Nuna Baby Essentials
05.2024 - 08.2024
  • Provided excellent customer support using Zendesk, handling an average of 30 calls, 10 chats, and 50 emails daily.
  • Assisting with troubleshooting how to use, put together, and take apart car seats and strollers.
  • Updating customer profiles and processing warranty claims for damaged products.
  • Processed payments for customers wanting to replace lost or damaged parts for their Nuna branded products.
  • Using multiple computer programs simultaneously to find, update, and provide relevant information for customers.

Customer Service Advisor

Portland General Electric (PGE)
05.2022 - 03.2024
  • Managed over 70 calls daily in a high volume call center while maintaining highly rated customer service.
  • Excellent communication and interpersonal skills to effectively understand and help customers, while maintaining a 95% satisfaction rate.
  • Developed customized payment plans to help customers manage their bills and encourage payment.
  • Adding and updating information daily which requires being detail oriented to ensure accuracy.
  • Works closely with internal departments, government agencies, and collection agencies to resolve billing issues and support customers in restoring or maintaining their power.
  • Quick learner with the ability to adapt to new processes and systems as needed.

Security

Coast 2 Coast Event Services
05.2020 - 06.2022
  • Inspect and patrol premises
  • Crowd control
  • Reporting unsafe or hazardous conditions

Delivery Driver

Uber & Doordash
11.2016 - 05.2022
  • Provided transportation for customers from point A to point B.
  • Delivered cuisine and packages to customers.
  • Provided excellent customer service.

Picker/Selector

United Natural Foods
03.2022 - 05.2022
  • Picked and packed orders daily
  • Certified on multiple brands of electric pallet jacks (EPJ)
  • Multitask using EPJ's and headsets to select orders
  • Palletize products quickly and safely to be sent for distribution
  • Work with other team members to finish projects
  • Standing, moving and lifting for ten hours or more in dry or refrigerated environment

Self-Employed

E-Commerce Owner
08.2016 - 03.2020
  • Created brand of products which were manufactured internationally and sold domestically
  • Utilized different applications for keyword and product research
  • Reached out to other brands to establish partnerships
  • Negotiated pricing and design with factories to have samples created, then sent for quality assurance testing
  • Coordinated with third party shippers to have product sent stateside to distribution centers
  • Answered customer questions and processed refunds
  • Printed labels and boxed products
  • Prepped merchandise by shrink wrapping, labeling, and paper wrapping

Corporate Research Analyst

DiscoverOrg
07.2016 - 11.2016
  • Made 90 outbound cold calls daily.
  • Utilized multiple applications to take notes and maintain database.
  • As part of the quality assurance team, helped with the update and revision of any incorrect information previously entered into the database.

Customer Service Billing Specialist II

Charter Communications (Spectrum)
12.2014 - 05.2016
  • Averaged 70 calls daily, helped resolve complex issues and respond to complicated inquires regarding billing, service and installations.
  • Consistently ranked in the top 10% of a 500-person call center for performance and service quality.
  • Multitasked using multiple programs and applications to assess, resolve and document information for each call.
  • Coordinated with supervisors on tasks; upselling of products and services.

Education

B.S. - Geography

Portland State University
Portland, OR
05.2013

A.A. - General Degree

Clark College
Vancouver, WA
05.2013

Skills

  • 60 WPM typing
  • G-Suite
  • Zendesk
  • Microsoft Office Suite
  • Adobe
  • 10-Key
  • Windows, Mac
  • Data Entry
  • CRM Software
  • Effective Time Management
  • Excellent Problem Solving Skills
  • Expert Communicator

Timeline

Member Support Representative

iQ Credit Union
08.2024 - Current

Customer Service Agent

Nuna Baby Essentials
05.2024 - 08.2024

Customer Service Advisor

Portland General Electric (PGE)
05.2022 - 03.2024

Picker/Selector

United Natural Foods
03.2022 - 05.2022

Security

Coast 2 Coast Event Services
05.2020 - 06.2022

Delivery Driver

Uber & Doordash
11.2016 - 05.2022

Self-Employed

E-Commerce Owner
08.2016 - 03.2020

Corporate Research Analyst

DiscoverOrg
07.2016 - 11.2016

Customer Service Billing Specialist II

Charter Communications (Spectrum)
12.2014 - 05.2016

A.A. - General Degree

Clark College

B.S. - Geography

Portland State University

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