Customer Service Representative
Resume:
PORSHA WILLAMS
SKILLS
• Microsoft PowerPoint
• Active Listening
• Microsoft Word
• Microsoft Excel
• Customer Relations
• Quality Control
• Managing Multiple Tasks
• Organizational Development
• Software Development
• Call Center Operations
• Customer Service Optimization
• Customer Support
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
WORK HISTORY
June 2021 - Current
Technical Support Representative Alorica, Remote
December 2017 - June 2021
Front Desk Receptionist American Airlines
August 2014 - October 2017
Assistant Store Manager Walmart
Assisted customers in identifying issues and explained solutions to restore service and functionality.
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• Documented support interactions for future reference. Used ticketing systems to manage and process support actions and requests.
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Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
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Collaborated with supervisors to escalate and address customer inquiries or technical issues.
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Translated complex technical issues into digestible language for non- technical users.
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Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
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Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
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• Scheduled, coordinated and confirmed appointments and meetings. Resolved customer issues quickly and notified supervisor immediately when problems escalated.
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Answered multi-line phone system and transferred callers to appropriate department or staff member.
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• Collected room deposits, fees, and payments.
Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
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Rotated merchandise and displays to feature new products and promotions.
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Walked through store areas to identify and proactively resolve issues negatively impacting operations.
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Maintained positive customer relationships by responding quickly to customer service inquiries.
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CONTACT
Charlotte, NC 28201
***************@*****.***
July 2010 - January 2014
Retention Customer Service Representative Comcast
Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
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Processed payments for credit and debit cards and returned proper change for cash transactions.
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Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
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Answered customer telephone calls promptly to avoid on-hold wait times.
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Handled customer inquiries and suggestions courteously and professionally.
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Clarified customer issues and determined root cause of problems to resolve product or service complaints.
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• Answered constant flow of customer calls with minimal wait times. Offered advice and assistance to customers, paying attention to special needs or wants.
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EDUCATION
2013
High School Diploma
Wren High School, Piedmont, SC
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