WILLIAMS EHIOSU
Carrollton,TX
Summary
A levelheaded, calm individual who is able to carry out any customer service role professionally and effectively. Williams has a long track record of increasing customer loyalty and retention, Williams does this through having an in-depth understanding of the tasks, responsibilities and skills involved in customer service work. Always keeps the customers updated on issues important to them and works hard to meet requests for information in a timely and efficient manner. Williams is looking for a suitable position with an exciting and ambitious company. Organized and detail-oriented Investigator dedicated to improving efficiency, productivity and profitability through continuous process improvement. Analytical thinker skilled at developing innovative solutions to complex problems. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Associate Claims Adjuster
ALL State
04.2022 - Current
- Evaluated insurance policies and analyzed damages to determine coverage.
- Prepared summaries of damage, payments, and policy coverage.
- Established relationships with clients and insurance companies to foster timely claims resolution.
- Answered customer questions regarding deductibles.
- Documented all investigation activity and presented reports to management.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Maintained suspicious claims database and prepared reports for supervisors.
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- 'Managed over 50 customer calls per day.' and "Increased sales by 10%".
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues
CUSTOMER CARE MANAGER
TOPENGA SOFTWARE COMPANY
01.2019 - 03.2022
- Managed team of 10 in-house and 5 outsourced customer service representatives, ensuring deliverance of high quality customer care daily
- Maintained and organized databases of customer information to ensure personalized service
- Used Zendesk to track and review employee interactions with customers
- Trained 5 new employees in using customer service software, data entry, data retrieval, persuasion, and conflict resolution
- Received “Manager of the Year” award in 2014 for atttaining record achievements across all areas of customer service
- Processing new client accounts, maintaining customer accounts, implementing changes to existing accounts, and filing documents and other paperwork.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Created customer support strategies to increase customer retention.
Sales representative
TXU Energy
01.2017 - 01.2019
- Reviewed sales performance for sales division and generated key reports for weekly, monthly, and quarterly meetings
- Checked in on clients on a weekly basis to ensure needs are being met and supplies are being filled
- Managed database of clients and potential leads in a customer relationship manager (CRM) program
- Cooperated with the sales and marketing team leaders to determine best products to promote or withdraw
- Assisted mid-level and senior sales representatives in managing client accounts, generating leads, and maintaining customer relationships.
VERIZON WIRELESS, CUSTOMER SERVICE
01.2016 - 01.2017
- Achieved an average of 95%+ customer satisfaction rating over the course of three years
- Resolved 93% of incoming customer requests and problems, referring only the most complex to the office manager
- Persuaded 80% of cancelling customers to continue using phone and Internet services, higher than company average
- Awarded “Employee of the Month” three months during my tenure
- Responding appropriately to customer questions and comments
- Screening calls, and handling 'wafflers’ and ‘insistent’ callers
- Assisting customers in making a decision about a product or service to buy
- Maintain and updating customer databases
- Keeping accurate records of discussions or correspondence with customers.
Education
BACHELOR OF SCIENCE - MARKETING
FLORIDA STATE UNIVERSITY
ORLANDO, FL04.2019
Skills
- Customer service Professional Personal Complaint Procedures Highly organized Customer engagement Positive language Planning & preparation Working with others Telephone techniques Managing time Body language Effective questioning Troubleshooting Pro-active Managing objections Negotiating skills Self disciplined Customer satisfaction IT skills Articulate Web chatting Multi-tasking Tenacious
- Advanced Computer Skills
- Customer Experience
- Claims Pro
- Customer Satisfaction
- Microsoft Word
- Marketing
- Records Preparation
- Insurance Collaboration
- Risk Management
- Database Management
- Claims File Documentation
- Sales
- Customer Inquiries
- Data Analysis
- Risk management
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 60 staff members.
- Registered an average of 25 claims per hour, exceeding company targets by 40%.
- Maintained a superior quality rating of 96% in file handling from 2022 to present, exceeding the 80% department goal.
Timeline
Associate Claims Adjuster
ALL State
04.2022 - Current
CUSTOMER CARE MANAGER
TOPENGA SOFTWARE COMPANY
01.2019 - 03.2022
Sales representative
TXU Energy
01.2017 - 01.2019
VERIZON WIRELESS, CUSTOMER SERVICE
01.2016 - 01.2017
BACHELOR OF SCIENCE - MARKETING
FLORIDA STATE UNIVERSITY
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