Customer Service Call Center

Kiera Williams

Phone: 601-***-**** Email: *****.**********@******.***

OBJECTIVE:

Dedicated professional with a strong foundation in customer service, excellent public speaking and interpersonal skills, and a demonstrated ability to adapt to diverse working environments. Eager to leverage extensive experience in call center operations, maintenance administration, manufacturing assistance, and service roles to contribute to a dynamic organization and provide exceptional customer support.

SKILLS AND ABILITIES:

• Proficient in providing excellent customer service and handling inquiries and concerns effectively.

• Utilized effective communication and active listening skills to ensure customer needs were met.

• Coordinated maintenance schedules and communicated effectively with maintenance teams for streamlined processes.

• Prepared reports and analyzed data to optimize maintenance procedures and resource allocation.

• Collaborated with cross-functional teams to achieve production targets and improve processes.

• Engaged in presentations and meetings, articulating ideas and information clearly and confidently.

• Fostered positive relationships with colleagues and clients, enhancing collaboration and teamwork.

• Adapted communication style to suit various audiences, facilitating understanding and engagement.

WORK EXPERIENCE:

CUSTOMER SERVICE/CALL CENTER - NAN MCKAY

SEPTEMBER 2022 - JANUARY 2023

• Answered and managed customer inquiries, providing information about housing applications and guiding them through the process.

• Conducted follow-ups to ensure customer satisfaction and gather feedback for process improvement.

• Utilized efficient call center software to log, track, and resolve customer issues promptly.

• Collaborated with a team of customer service representatives to enhance overall service delivery. MAINTENANCE ADMINISTRATOR - MARELLI NORTH AMERICA

JUNE 2021 - SEPTEMBER 2021

• Coordinated maintenance activities by scheduling appointments and ensuring timely completion of tasks.

• Managed documentation and paperwork related to maintenance work orders and equipment servicing.

• Supported maintenance teams with administrative tasks to enhance productivity and efficiency.

• Analyzed maintenance data to identify trends and propose proactive maintenance strategies. MANUFACTURING ASSISTANT - MARELLI NORTH AMERICA

FEBRUARY 2019 - JUNE 2021

• Conducted quality checks to ensure products met specified standards and made necessary adjustments.

• Collaborated with team members to achieve production goals and maintain a safe working environment.

• Participated in continuous improvement initiatives to enhance manufacturing processes and reduce waste.

SERVICE ASSISTANT - SOUTHERN FARM BUREAU LIFE INSURANCE COMPANY SEPTEMBER 2015 - FEBRUARY 2019

• Assisted clients with insurance inquiries and policy management, delivering exceptional customer service.

• Processed insurance claims and ensured accurate and timely settlements for policyholders.

• Collaborated with the service team to streamline processes and improve customer satisfaction. MANAGER - LIVINGSTON MERCANTILE

SEPTEMBER 2014 - SEPTEMBER 2015

• Oversaw daily store operations, including staff management, inventory control, and customer service.

• Managed the store's financial performance and achieved sales targets and profitability goals.

• Conducted performance evaluations and provided constructive feedback to improve employee performance and morale.

MATERIAL ANALYST (LEAD) - UTSI

SEPTEMBER 2013 – JUNE 2014

• Monitored supplier performance, addressing any issues promptly to guarantee quality and timely deliveries, enhancing overall operational effectiveness.

• Utilized data analysis and forecasting to accurately predict material needs, ensuring a streamlined supply chain and uninterrupted production flow.

• Collaborated with cross-functional teams to streamline workflows, improving coordination and communication across departments for optimal material handling and distribution. EDUCATION:

Bachelor of Business Administration

• Jackson State University - December 2011

Cosmetology

• Delta Technical College - August 2019

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