Summary
Overview
Work History
Education
Skills
Timeline
Generic

Yvette Williams

Harrisburg,Pennsylvania

Summary

Goal-oriented with natural talents in developing and implementing successful strategies, driving profits, increasing market shares and strengthening customer dominance. Hardworking, performance-oriented leader offering proven expertise in project development, team supervision and campaign enhancement. Prepared to bring 8+ years of progressive experience and take on challenging position with opportunity to make lasting impact on company and customer success.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.


Dedicated to being professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

10
10
years of professional experience

Work History

PAL CONNECT

Comcast
07.2021 - Current
  • Implemented integrated lessons to meet Company standards.
  • Communicated often with new hires to provide feedback and discuss instructional strategies.
  • Encouraged creative thinking and motivated new hires by addressing their individual strengths and weaknesses based on Side by sides, Pal Connect trainings with directional examples, results and informing them of best practices.
  • Enhanced PALS knowledge by integrating various web-based applications for research by using their tools of how to gather information for the customer on what is included in their services.

CAE LEVEL 4

Comcast, CAE
07.2013 - Current
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services and company information.
  • Answered constant flow of customer calls with minimal wait times.
  • Leveraged sales expertise to promote products.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Provided information regarding accounts and loyalty programs.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Maintained up-to-date knowledge of product and service changes.
  • Delivered prompt service to prioritize customer needs.
  • Resolved billing issues over phone with customers daily.

ESCALATIONS QUEUE

Comcast, Xfinity
03.2021 - 10.2021
  • Resolved issues related to escalated customers.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Handled several calls per scheduled day to address customer inquiries and concerns.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.

Education

High School Diploma -

William Penn Vo-tech
Harrisburg, PA
06.1981

Skills

  • Complex Problem Solving
  • Time Management
  • Strategic Planning and Alignment
  • Training and Onboarding
  • Verbal and Written Communication
  • Relationship Building
  • Product Promotion
  • Customer Retention Strategies
  • Order and Refund Processing
  • Upselling Products and Services
  • De-escalation Techniques
  • Customer Account Management

Timeline

PAL CONNECT

Comcast
07.2021 - Current

ESCALATIONS QUEUE

Comcast, Xfinity
03.2021 - 10.2021

CAE LEVEL 4

Comcast, CAE
07.2013 - Current

High School Diploma -

William Penn Vo-tech

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Yvette Williams