ZKeria Williams
Saint Petersburg,FL
Summary
Experienced with handling diverse customer inquiries through chat support. Utilizes problem-solving techniques and effective communication to resolve issues promptly. Knowledge of technical troubleshooting and maintaining high service standards to ensure customer satisfaction.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Sr. Customer Service Representative
SurePayroll(Paychex)
03.2022 - Current
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Reduced call wait times by implementing effective time management techniques within the team.
Sr. Chat representative / Intake Specialist
Society of St. Vincent DePaul
03.2019 - 03.2022
- Assisted clients with complex situations by providing clear guidance on the intake process and available services, resulting in increased understanding and engagement.
Tier 1 Associate
FIS
02.2020 - 02.2022
- Responded to inquiries and issues
- Worked in the inbound call center
- Resolved customer issues
- Lock and unlock lost or stolen debit/credit cards
- Activate cards
- Confirm consumers information
Call Center Representative
GA FOODS
05.2018 - 02.2021
- Inbound customer and member orders
- Liaison with the company's Field Service Representatives, along with customers, agencies, and Case Managers
- Data Entry of customer orders into company ERP and other programs
- Scheduling deliveries
Education
High School Diploma - BUSINESS
Boca Ciega High School
Gulfport, FLSkills
- Data entry
- Customer support
- Call center customer service
- Verbal and written communication
- Empathy display
- Quick typing
- Language fluency
Certification
Driver's License
Timeline
Sr. Customer Service Representative
SurePayroll(Paychex)
03.2022 - Current
Tier 1 Associate
FIS
02.2020 - 02.2022
Sr. Chat representative / Intake Specialist
Society of St. Vincent DePaul
03.2019 - 03.2022
Call Center Representative
GA FOODS
05.2018 - 02.2021
High School Diploma - BUSINESS
Boca Ciega High School
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