Contact Center Representative Experienced

Fred Williams Jr.

916-***-**** *********@*****.***

SUMMARY OF QUALIFICATIONS

● Microsoft Office Suite: Word - WPM: 40+, Excel, Powerpoint, Outlook

● Google Suite

● Phone ACD System and Zoom Cloud Meetings

● Maintaining customer, sales vendor, team members, Shipping Department, Credit Department, and production team relationships

● Time management to meet deadlines

● Troubleshooting and problem solving

● Goal driven with a positive and team player attitude

EXPERIENCE

Hunter Douglas Window Fashions, West Sacramento, CA — Customer Service Representative, Case Management Specialist SEPTEMBER 2018 - APRIL 2020

● Research and interpret window covering quality and shipping issues for Sales Vendors. Stay apprised of changes to all company’s warranty, terms and conditions to help determine when to remake, repair, or send correct parts for a defective window covering to Sales Vendors. Research and prepare transaction documents for Sales Vendors by inputting information into the SAP Portal. Audit and calculate credit requests submitted by Sales Vendors on SalesForce. Prepare credit forms for Supervisor's approval before releasing forms to the Credit Department.

McDonald's, Sacramento, CA — Shift Manager

MAY 2016 - OCTOBER 2020

● Communicate with other management and team members clearly and honestly, working together to deliver QSCV (Quality, Service, Cleanliness

& Value), breaks, safety and security. Positively coaches and corrects crew: Ask-Ask-Tell, Dual Point, Hospitality, and General Procedures. Count, audit, and deposit safe/drawers according to policy and immediately report any issues to the General Manager. Meet with new crew members to provide orientation and onboarding. In N Out, Sacramento, CA — Associate

AUGUST 2012 - DECEMBER 2015

● Maintained calm demeanor and displayed excellent people skills when confronted with a customers’ problem.

● Maintained a professional bond with co-workers to encourage teamwork.

● Trained co-workers in multi-tasking the computer system while providing high-quality customer service.

● Worked under high-pressure conditions to achieve In N Out’s drive-thru time goals.

● Provided support toward department objectives and sales goals. Southgate Recreation and Park, Sacramento, CA — Shift Manager Lifeguard MAY 2010 - AUGUST 2014

● Used the computer system to register families up for swim lessons.

● Used Excel to assist with recording the pool's chemicals.

● Audited vault before and after each shift.

● Verified change fund and noted any missing or surplus of money.

● Used Microsoft Word to record any accidents or injuries involving lifeguards or patrons.

Southgate Recreation and Park, Sacramento, CA — Swim/Water Aerobics Instructor

MAY 2010 - AUGUST 2014

● Instructed swim lessons ranging from infants to adults.

● Made report cards that show the progress of each participant.

● Made progressing swim lesson plans for each week.

● Had meetings with participants’ guardians to go over behavior and progress.

● Taught accident prevention to participants.

Associated Student Body, Sacramento, CA — Senior Class President AUGUST 2012 - MAY 2014

● Collaborated with local vendors and families to create Senior Events and Festivities.

● Made a class budget plan for that month and handed them to the office admin in a timely manner.

● Worked as Admin and Editor of the Senior Facebook page which contained event information.

EDUCATION

Florin High School, Sacramento CA — High School Diploma AUGUST 2010 - MAY 2014

AWARDS

McDonald’s: Friendly Hospitality and Service Award — JANUARY 2020

Contact this candidate