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

980-***-****

ad2e18@r.postjobfree.com

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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