Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
CustomerServiceRepresentative
WILLIAM WARD

WILLIAM WARD

CUSTOMER SERVICE PROFESSIONAL
PITTSBURG,CA

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

27
27
years of professional experience

Work History

CUSTOMER SERVICE REPRESENTATIVE

GSH GROUP
04.2019 - 03.2024
  • Greeted customers as they entered the building, and immediately helped them check in for appointments
  • Reported irregularities such as fire and safety hazards to maintenance
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Maintained up-to-date customer records in Legal Tracker while interacting with customers across email, phone, and social media
  • Promptly handled an average of 60 customer phone inquiries and complaints per day with a 96% customer satisfaction rate.
  • Handled escalated calls professionally by remaining calm under pressure while working towards mutually agreeable resolutions for all parties involved.
  • Managed high call volumes while maintaining quality service standards, leading to positive feedback from customers.

WEDDING OFFICIANT

IMPORTANT MOMENTS OFFICIANT SERVICES
09.2017 - 04.2019
  • Provided pastoral care support through counseling sessions, crisis intervention, visitations, weddings, funerals, baptisms and dedications.
  • Coordinated all aspects of wedding ceremonies, including venue selection, catering arrangements, and entertainment options.
  • Organized special events such as weddings, baptisms, and memorial services with attention to detail and compassion.
  • Built strong relationships with local wedding vendors to create referral partnerships that resulted in increased bookings for bridal henna services.
  • Collaborated with clients to develop personalized wedding themes, reflecting their unique tastes and preferences.
  • Increased referral rates through exceptional customer service and attention to detail in every aspect of the wedding styling process.

ESCALATIONS CASE MANAGER

COMCAST CABLE
06.1997 - 09.2017
  • Case Manager for Customer Relations working to resolve corporate escalations
  • Perform billing audits, weekly/monthly case management, creating executive level written communications, training, and providing feedback
  • Monitor daily quality of cases, maintaining daily metrics and stats for performance
  • Technical troubleshooting, over 15 years of preparing discovery documents for litigating for California Small Claims Court Cases and other legal assignments
  • Assisted our outside legal counsel with internal documentation to be used as court discoveries to ensure a successful civil litigation outcome.

Education

BACHELOR OF THEOLOGY - THEOLOGY

A RAY OF HOPE THEOLOGICAL SEMINARY
Modesto, CA
09.2004

Skills

  • Excellent written and oral communication skills
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Complaint Handling
  • Payment Processing
  • Microsoft Outlook
  • Friendly, courteous and service oriented
  • Poised under pressure
  • Inbound and outbound calling
  • Credit card payment processing
  • Customer Service

Personal Information

Title: CUSTOMER SERVICE SPECIALIST

Timeline

CUSTOMER SERVICE REPRESENTATIVE

GSH GROUP
04.2019 - 03.2024

WEDDING OFFICIANT

IMPORTANT MOMENTS OFFICIANT SERVICES
09.2017 - 04.2019

ESCALATIONS CASE MANAGER

COMCAST CABLE
06.1997 - 09.2017

BACHELOR OF THEOLOGY - THEOLOGY

A RAY OF HOPE THEOLOGICAL SEMINARY

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