Zaid Williams

Technical Support Representative
Spectrum Internet Support
October 2023 – Present

• Assist customers in resolving internet-related issues, ensuring timely and effective solutions to maintain high levels of customer satisfaction.
• Provide account support, including troubleshooting billing inquiries and managing service changes.
• Advise customers on home internet improvements, offering technical guidance to enhance connectivity and performance.
• Improved average hold times by implementing efficient troubleshooting techniques, resulting in a smoother customer experience.
• Enhanced customer satisfaction scores by consistently delivering high-quality service and support.
• Prevented unnecessary field technician visits by effectively diagnosing and resolving technical issues remotely.
• Awarded Bronze and Silver Awards for exceptional performance and dedication to customer service.
• Maintained perfect attendance, demonstrating reliability and commitment to the role.

• Leading indirect teams across multiple company brands
• Consult, develop and support teams to improve the brand experience
• Work with partners to create strategic action plans to create growth and strengthen company brand
• Resolved customer complaints regarding sales and service.
• Reviewed operational records and reports to project sales and determine profitability.
• Coached, developed and motivated team to achieve revenue goals.
• Directed and coordinated products, services and sales activities.
• Supported sales team members to drive growth and development.
• Enhanced sales volume through skilled support to both new and inactive customers.

• Winner’s Circle Winner (2020) – Recognition by management and peers for excellence in performance
• Trained, coached, and developed store personnel on Metro by T-Mobile products and services
• Partnered with dealer leadership to develop strategies to increase growth and improve brand loyalty

• Assisted in launch in MetroPCS New York market in 2009 through candidate screening and systems training
• Cultivated team atmosphere to resulted in multiple store awards and contest wins
• Developed several associates into management positions, including four promoted to Retail Store Manager 2