Customer Service Manager

Detrice M Williams

*** * ****** ** *** **•Canton, MS 39204 • 601-***-****• ***********@***.***

PROFESSIONAL SUMMARY

An accomplished customer service and credit and collections professional with over eight years of experience in various customer service environments. A successful leader, with proven customer service and leadership skills, development and communication skills. Positive and driven results with excellent customer service skills and high-energy personality.

PROFESSIONAL SKILLS/ TRAINING

Entry Level Customer Service

SAP/AIS/ACS/ Business Software/Citrix/Telegence

Microsoft Office Software

Business Computer I and II Certified

1000 key strokes a minute

Type 60-65 wpm

Avaya phone systems

EDUCATION

University of Iowa- August 2012-October 2014

Business Administration

Clinton, IA

Canton High School- August 1993- May 1997

General Studies

Canton, MS

Diploma

Canton Vocational Center- August 1995- May 1997

Business Computer Technology I and II

Canton, MS

Certificate

PROFESSIONAL EXPERIENCE

Senior Advisor/Floor Supervisor

Kelly Connect/Apple INC.- Work From Home, June 2015- Present

•Provide Technical Support to Apple customers

•Send/receive emails

•Update accounts

•Consult with Tier 1 Agents

•View and Update reports

•Supervise Tier 1 Agents

Data Entry Clerk

Faurceia-Madison, MS March 2014- March 2015

•Enter data received from Engineers

•Make sure data is entered into SAP

•Update/Create spreadsheets

•Update training manuals

•Update Truck and Car side alerts

•Take minutes in meeting

•Update Inventory Logs

Telecommunications Outreach LLC AT&T (Contractor)- Work From Home

Chat/Customer Service Manager- Performance Facilitator/Tier1 Support Representative- January 2011- April 2015

•Advising Arise of significant issues or developments that affect or could affect service delivery to Client Program

•Handling Tier 1 Escalation calls with full call ownership demonstrating resolution and customer satisfaction to prevent a customer call back for the same issue (should the need arise)

•Delivering all Services within requested timeframe

•Provided documentation of Services performed as requested

•Supervised 20 employees

Disney Resorts- Reservation Specialist Work From Home

Reservations and Dining Specialist- May 2011- April 2014

•Reservations

•Updated/Changed dining packages

•Sent Emails regarding specials to current Dining members

•Chat

Customer Service Representative/Supervisor

Xerox/MMG Group-Canton, MS May 2013- September 2013

•Assisted customers with EBT and Epic card transactions

•Assisted customers with account details

•Ordered customers new cards

•Updated customers account information

•Managed 30 employees

•Implemented New Ideas and created new processes

Customer Service/Supervisor/Administrative Assistant

Entergy - Jackson, MS April 2005 - January 2013

•Assisted customers promptly in a professional and courteous manner via telephone.

•Provided outstanding customer service to customers regarding billing, outages, and payment arrangements and provided additional information regarding financial assistance.

•Prepared NOID Reports, Research Reports also handled NOID and Research Databases.

•Completed New Service orders in the Credit and Collections database system.

•Set up new service, disconnected service, and placed service orders on hold.

•Assist customers with the approval and denial of their new electric service orders.

•Verified information via tax assessor’s office, water department, gas company, and home owners.

•Participated in Team Share meetings, supervised 24 employees

•Credit and Collections

•Spoke with Field Technicians

Leasing Manager/Administrative Assistant

Golden Gate Apartments - Jackson, MS February 2004 – July 2009

•Greet prospect and qualify by covering all criteria

•Monitored renewals.

•Inspect apartments before and after move-ins

•Demonstrate community and apartment/model and apply product knowledge to clients needs by

•Communicating the features and benefits

•Files on guest cards and maintain according to established procedures.

•Bookkeeping

•Accept rental payments and give immediately to Assistant Community Manager

•Type lease and complete appropriate paperwork an input information on Yardi System accurately and on a timely basis.

•Maintained and record daily inspections for the community.

• Interviewed and assisted with hiring

Nursing Assistant//Lead/Office Assistant July 2003 - January 2005

The Arbor - Ridgeland, MS

•Trained, developed and motivated full time employees and part time employee.

•Assisted with feeding, clothing, and bathing

•Handled phones, communicated information to doctor and patient’s family member.

•Updated medical records, patient’s behavior, food intake, bathing schedules, and daily activities.

Telemarketer/Sales Associate/Customer Service January 2002 - July 2003

Nexcom- Ridgeland, MS

•Assisted customers with calling plans for new cell phone services.

•Maintained expense and revenue budget for the local store.

•Organized and maintained daily and monthly paperwork for inventory.

•Promoted the sale of appropriate service, parts and accessories by thoroughly understanding the product and associated service requirements.

•Assisted store manager in organizing and setting up promotion booths and sending out information regarding upcoming sales promotions.

•Represented the Company when attending promotion meetings.

•Communicated with customers to obtain prior credit approval for any new services and provided upgrading information.

Patient Care Specialist/Nursing Assistant February 1999 - January 2002

Madison General Hospital - Canton, MS

•Admissions, Pre-Registration

•Data Entry

•PBX Phone System

•Obtained previous records of current patients

•Assisted with getting food trays, water, and other dietary items for hospitalized patients

•Assisted with bathing

•Verified Insurance verification/authorization

References upon Request

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