Tonisha M. Williams

813-***-**** / adr0tl@r.postjobfree.com

Summary

Seeking a position that will benefit from my strong communication skills, problem analysis and customer service experience; to help improve customer satisfaction, achieve corporate goals, as well as provide opportunities for professional growth and advancement.

Experience

March 2020 - May 2021 Alorica/UPS Tampa, FL

Team Lead/Coach-ICA/IPS

Quality monitoring through emails, remote monitoring, listening to calls, reviewing corporate surveys from both shippers and UPSERS, and other back office applications

Documenting schedule adherence, break and lunch overages, average handle and idle times Maintaining coaching sessions with agents where the results of quality monitoring, remote monitoring, schedule adherence, and corporate surveys are reviewed

Issuing corrective actions when needed

Providing authorization for billing adjustments and goodwill payments in case of service failure and for account retention

Taking complete ownership in resolving and maintaining escalated cases and concerns

Building morale through various team building activities and/or verbal praise

Closely work with brokerage and customs in resolving international holds

August 2015 - March 2020 Alorica/UPS Tampa, FL

Customer Service Agent-ICA/IPS

Assist high volume UPS International shippers and consignees with various requests and inquiries, (shipment status, package investigations, time in transit, rate quotes)

Provide problem resolutions by working with brokerage, custom agencies and contract

couriers in the release and delivery of shipments

Single point of contact and liaison for 200+ Enterprise/Small business UPS accounts

Take complete ownership, (cradle to grave) through follow up and monitoring to resolve concerns, using all available resources

Respond promptly to general inquiries from enterprise and preferred account holders via e-mail and phone

Communicate with Sales Resources via email, inbound/outbound calls and send concerns via email to internal departments

Effectively handle customer concerns regarding personnel and customer service centers

Recommend, select and help locate services based on customer needs and desires

Worked with UPS Sales Resources in account retention

Maintained consistent 90% and above positive customer survey rank & monthly Star Player

June 2010 - Nov 2012 Citizens Property Insurance Tampa, FL

Customer Care Agent

Effectively respond via telephone and act as the caller’s advocate to ensure both internal/external customer’s concerns are addressed

Process underwriting endorsements and/or changes within approved authority level and perform transactions according to corporate standards, manual rates, guidelines and procedures Utilized multiple processing systems and maintained working knowledge of the Manual of Rates, Rules and Procedures; this may include, but not limited to questions concerning risk eligibility, submission status, rating, premiums, cancellations and/or reinstatements

Jan 2008 - Jan 2010 Ford Motor Credit Tampa, FL

Loss Prevention Representative

Minimized portfolio risks, credit losses, and reduced delinquency through effective follow-up and account resolution techniques

Serviced customers/dealers promptly and courteously to achieve targeted Customer Satisfaction Index & Dealer Satisfaction Index objectives

Reduced expenses through effective use of recourses and time management to achieve expense budget

Education

1994-1998 Winter Haven High School Winter Haven, FL Diploma

2004-2005 Remington College Tampa, FL Diploma

Skills

Time management and organization skills

Strong verbal and written communication skills with proven interpersonal skills

Over 15 years of customer service experience across a number of industries

Detail-oriented with the ability to multi task and meet critical deadlines

Leadership skills such as task delegation, decision making, conflict resolution, quality

auditing, and effectively managing corrective actions

Supportive team player but able to work independently

Working knowledge of Microsoft applications

Effective experience in both high volume call center/remote work environments

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