Customer Service Management
Resume:
Michael W. Williams
**** ******** **. *******, ******* 30909 706-***-****
*****@*****.***
Management/Executive Support/Service Delivery
Core Strengths
Communications Skills (Verbal & Written)
Project and Assignment Management
Sales Support
Interpersonal and Relationship-Building Skills
Staff training, Development & Empowerment
Time Management-Deadline Sensitive
Document Control-Information Processing
Customer Service and Client Relations
Computer Skills: Windows, Micro Soft Word, Excel, Power Point, & Internet
Research
Richmond County Solicitor's Office
Augusta, Georgia
Administrative Asst. III
3/08-Present
Market services of Solicitors' office including explanation of state and
local laws & ordinances.
Build customer relationships with new & existing customers, internal and
external.
Attend misdemeanor court hearings on disputes. Establish record of evidence
presented in hearings.
Ensure that all hearings are recorded for transcription according to
established procedures.
Proof and audit decisions for correctness. Maintain awareness of changes in
state and federal laws.
Assist in conducting hearings and audit written decisions given by State
Court Judge.
Resolve customer issues within guidelines & partner with customers in
identifying solutions.
Attend training sessions and meetings to carry out directives of the
department.
Complete administrative reports, required documentation, special projects
with word processing applications.
Provide world class customer service with internal, external customers, via
phone, fax & in person.
Georgia Department of Labor
Augusta, Georgia
Employer Marketing Representative
6/06-3/08
Formulated a contract and maintained specific service plans for businesses
in a timely manner.
Interviewed clients for job placements; provided labor market information
and recruitment services.
Developed and maintained cooperative relationships with employers.
Monitored results of implemented plans.
Provided employment assistance, assessment, referral, training and
assistance to clients.
Processed Unemployment claims and assisted with customer service issues via
internet, phone and fax requests
Conducted meetings and presentations to employers on departments, products
and services.
Served as a resource for field staff & employers & their requests for
services or assistance in resolving problems.
Coordinated services such as recruitment & special account management
between field staff & employees.
Created customer awareness with specific program information through radio,
or other media outlets.
Provided world class customer service to all clients with 100% service
delivery.
Electrolux Home Products
Augusta, Georgia
Parts Manager
9/04-9/05
Deliver products and sell services to a designated customer base via phone,
internet & in person.
Developed sales and marketing approaches to generate additional revenue.
Resolved customer issues within established guidelines and partnered with
customers.
Supervised sixteen employees with incoming calls dealing with consumers and
dealers.
Worked closely with higher-level management in implementing training and
business strategies to meet objectives.
Coordinated part availability and other processes with factories to
complete tasks with 95% fill rate.
Supervisor/Business Analyst
9/98-9/04
Promoted to supervisor from Business Analyst in the customer service.
Received incoming calls from customers, dealers, service agents, internal
and external customers.
Supervised fifteen employees in the Customer Assistance Center with
business strategies.
Resolved high-level corporate complaints by calculating fair settlements.
Negotiated concessions for dealers, service agents and buyers.
EDUCATION
Voorhees College, Denmark, South Carolina
Bachelor of Science Degree, Organizational Management 5/2004
CDL license A, 11/2005
Enhancing Customer Service Skills, 2006
Basic Unemployment Claims, 2006
AFFILATIONS
International Association of Workforce Professionals
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