Supervisor Customer Service Agent
Resume:
Carolyn V.L.S. Williams (aka Lori)
Martinsburg, WV 25404
334-***-**** ****.**********@*****.***
Employment Experience:
American Logistics Company
Work at Home
Customer Service Agent/Dispatch/Supervisor 6/1/2020 - present
Provide/find providers that meet patients’ needs for non-emergency transportation to medical appointments. Help patients with estimated times of arrival, assign providers to patients, and help providers with issues regarding assigned trips. Oversee a team of agents, including quality audits, attendance, performance improvement plans, coaching and training. Monitoring call que, teams chat for agent assistance, and prepare various email responses for accounting and other departments as needed.
Sutherland Global Cloud Source
Work at Home
Technical Support Agent 08/19/2016 – 5/30/2020
Provided technical support via telephone communication to customers of Sutherland Global clients. Those clients include but are not limited to Microsoft/Xbox and Cox Communication. Call Center Support (work from home). Support includes billing, account management, and technical support for connectivity, download and other issues customer/clients had with services provided by these clients.
S&G Farms
Andalusia, AL
Farm Hand 3/12/2013 – 04/2015
Pull, sort, clean and count eggs as harvested via conveyor belt from two 450ft Wayne’s Farm chicken houses. Other duties included cleaning and maintaining egg stations as well as common areas of the chicken houses.
Babbie Quick Stop
Opp, AL
Cashier 2/15/2012 – 12/15/12
Operate cash register to complete customer purchases and transactions. Responsible for closing duties, including but not limited to cashing out, paperwork, cleaning of store, and stocking specified inventory. Received ABC board certification for the store and was responsible for stocking alcohol and tobacco products as well as other beverage and grocery items as needed.
TEA Farm
Opp, AL
Farm Hand 3/25/2011 – 10/31/2011 and 12/15/12 - 2/1/2013
Pull, sort, clean and count eggs as harvested via conveyor belt from two 500ft Pilgrim’s Pride chicken houses. Other duties included cleaning and maintaining egg stations as well as common areas of the chicken houses.
Wal-Mart, Inc.
Andalusia, AL
Cashier, Cashier – Seasonal 4/1/2010 – 3/23/2011 and 11/4/2011 – 12/23/2011
Operate standard cashier equipment completing purchase or other transactions as necessary in a friendly, knowledgeable and timely fashion. In addition, job requirements included maintaining cleanliness of the workstation, assistance with handicapped customers as requested and providing any other assistance to customers and managers as needed and requested.
SITEL
Andalusia, AL
Technical Support Agent 10/28/2008 - 2/28/2010
Provided technical support via telephone communication to customers of SITEL clients. Additionally, I provided outbound calling services for SITEL clients. Those clients include but are not limited to T-Mobile, Cox Communications and Wells Fargo.
Swidler Berlin/Bingham McCutchen LLP
Washington, D.C.
Legal Secretary 7/11/2004 – 7/03/2008
Perform executive administrative assistant duties for assigned attorney(s) and/or paralegal(s) as described below:
Areas of Practice: Telecommunications
Document production (letters, memoranda, client advisories, meeting requests, interstate Public Commission filings, and other various types of documents), formatting, scanning, converting, and general editing, repair of corrupted documents, use of specialized tools and software to facilitate formatting.
Organization and coordination of filings to the FCC, USAC; and various State Public Utility Commissions and other authorities.
Organization and maintenance of case files
Organization and coordination of necessary information for meetings with FCC Personnel.
General secretarial duties such as time entry, duplication, faxing, entering of emails to our Legal Key electronic filing system, as well as routine expense reports and check requests as necessary.
Informal assistance and training to employees on Word, MacPac, Schemes/Formatting, Docs Open, Microsoft Office, Microsoft Outlook.
Educational History:
Troy University
Troy, AL
Area of Study: BA in American Sign Language Interpreter Program
Expected Graduation: TBD
University of Phoenix
Tucson, AZ
Area of study: Information Technology
GPA: 3.5 Associate of Arts Degree awarded 12/31/2012
Mendocino High School
Northwood High School
Mendocino, California
Silver Spring, MD
08/1980 – 06/1981
8/1978 -6/1980
High School Diploma awarded 06/1981
Area of Study: College Preparatory courses
Area of Study: College Preparatory courses
(Family relocation to California for my Senior year of High School)
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