Customer Service Call Center
Resume:
LESLEE KAREN WILLIAMS
***** **** ***** ****, *******, TEXAS 77044
************@*****.***
OBJECTIVE
I am looking to continue my vast work experience in customer service/call center remote work. My empathy for consumers is bar-none, as I too am a consumer. With my great multi-tasking, problem solving, detail-oriented and logistics background; I would be an asset to any company!
EXPERIENCE
TeleperformanceUSA
PSR-Pharmacy Service Rep and Supervisor
777 N. Twin Creek Drive, Killeen, Texas 76543
From: 12/08/2021 To: 05/31/2023
Remote Customer Service Rep for large pharmaceutical company. Taking refill orders from customers via heavy phones, insurance, verification, and billing, schedule, adherence, resolutions, and team chat. Transferred to QA(Quality Assurance) where I listened to agent calls and assessed them on Mattersight. In October 2022 I became an operations supervisor over 20 agents. KPI‘s, schedule, adherence, Microsoft office, including outlook, excel and word. Manager meetings and QA’s with training opportunities for agents, supervisor and administrative duties, including reports, payroll, and coaching for agents.
CSS CORPORATE SECURITY SERVICE, LLC
Owner/Manager/Administration
415 West Little York, Suite E, Houston, Texas 77076
From: 10/07/2003 To: 09/22/2021
My husband and I owned and operated a Security company that employed active Off-duty Police Officers as well as, Security Officers in numerous positions such as retail, restaurants, banks, hospitals and the like. I handled all payroll, invoicing, 940 and 941 taxes, hiring and scheduling and all back-office duties. Our contracts, service inquiries and complaints were also part of my duties. The Company was sold in August of this year. My husband is a full-time active Deputy Constable with Harris County Precinct One Constables Office.
Metropolitan Transit Authority
Customer Service/Call Center Manager
500 Bell Street, Houston, Texas 77001
From:03/29/1982 To:05/13/2003
Supervised 21 employees in the customer service/dispute resolution department. Heavy inbound Customer calling center. Walk-in clients with complaints about ridership and billing issues related to transit passes. I retired to pursue self-employment opportunities.
CSS CORPORATE SECURITY SERVICE, LLC
Owner/Manager/Administration
415 West Little York, Suite E, Houston, Texas 77076
From: 10/07/2003 To: 09/22/2021
My husband and I owned and operated a Security company that employed active Off-duty Police Officers as well as, Security Officers in numerous positions such as retail, restaurants, banks, hospitals and the like. I handled all payroll, invoicing, 940 and 941 taxes, hiring and scheduling and all back-office duties. Our contracts, service inquiries and complaints were also part of my duties. The Company was sold in August of this year. My husband is a full-time active Deputy Constable with Harris County Precinct One Constables Office.
EDUCATION
University of Houston
Associates Degree in Accounting/Office Administration
1979-1981
SKILLS
•Customer Service •Accounting •lOKBT •Windows 11 •Microsoft 365; ie. Power Point, Excel, Word and Outlook (Team Chat) •Spreadsheets •Inbound/Outbound Calls •Logistics •Scheduling •55 WPM Typing •Multi-tasker •Resolutions •Dual Monitors •Noise Cancelling Headset •Quiet Work at Home Office • Avaya Phone System • Mattersight•WFM•Pharmacy Prior Authorization • B2B • B2C
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