Customer Service Representative
Resume:
Danna Williams
***************@*****.***
Career Summary
Accomplished and dynamic professional with over 13 years experience managing customer
service for a fortune 500 company. Recognized success in customer service functions with
proven ability to manage multiple priorities and meet deadlines in a fast-paced, high volume call
center environment. Highly skilled handling all customers concerns effectively using innovative
thinking and leadership attributes to ensure customer satisfaction. Strong planner and problem
solver who adapts to change and works independently exceeding expectations.
• Customer service, Education, Retention
• Negotiation, Relationship Building, de-escalation skills
• Tier 1 Troubleshooting, Problem Resolution
Verizon Wireless, Irvine Ca. 2000 to
2014
Customer Pro, 2011 to 2014
• Defused escalated high value customers by focusing on the perceived emotion and resolving
the concerns with an emphasis on retention.
• Effective at troubleshooting and resolving customers concerns through company systems and
tools.
• Communicated all complex and technical answers in a clear and concise manner.
• Retention expert saving customers who wanted to leave Verizon by analyzing their account
saving them money, retaining their loyalty.
Customer Service Coordinator, 2004 to 2011
• Provided floor support to assist peers and served as the lead when calls needed special
attention.
• Partnered and assisted various internal and external company departments to resolve billing,
equipment and service concerns.
• Successfully resolved complex and non-routine customer concerns.
Customer Service Senior Representative, 2003 to 2004
• Worked in a dynamic, fast-changing environment that required flexibility and a high degree
of multi-tasking.
• Acknowledged customer issues creating trust, partnerships and customer loyalty.
Customer Service Representative, 2000 to 2003
• Provided high quality customer service on each call
Danna Williams
***************@*****.***
Accomplishments
• Employee of the year West Area 2007 and 2010.
• Nominated and attended The National Woman’s Leadership Conference on two separate
occasions for Verizon Wireless.
• West Area Churn Champion. Lead the company in retention and saves.
• 212-Degree Award Winner July 2014 given to employees that went above and beyond their
normal duties.
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