Customer Service Data Entry
Resume:
Edwin T Williams JR
**** ******* **** **** #**** AUSTIN, TX 78727
****.********.**@*****.***
Dear Hiring Manager,
I am writing to apply for the Customer Service Supervisor position at Accenture. I am a customer service professional with over 10 years of experience in the field. I have a proven track record of providing excellent customer service and resolving customer issues. I am a motivated self-starter with a positive attitude and a strong work ethic. I am confident that I can be an asset to your team and contribute to the success of your company.
I have extensive experience in customer service and managing a team of customer service representatives. I have successfully implemented new processes and procedures that have resulted in increased efficiency and productivity within the department. I can effectively resolve escalated issues, while maintaining a high level of professionalism and outstanding customer service. My interpersonal skills allow me to build strong relationships with customers, as well as train and develop my team members. Thank you for considering me for the Customer Service Supervisor position at Accenture. I am confident that my customer service skills and experience will contribute to the success of your company. I appreciate the opportunity to interview with you and look forward to discussing my qualifications in person. Sincerely,
Edwin Williams
Career Objectives:
To obtain a position as a Patient Services Representative utilizing strong customer service and communication skills to ensure patient satisfaction. To secure a position as a Patient Services Representative with an established healthcare organization, leveraging excellent interpersonal and organizational skills. WORK HISTORY:
ACCENTURE (FACEBOOK)
Content Review Analyst (Risk Games & P4C)
Hourly Pay: $22.00
11800 Alterra Parkway Austin, TX 78758
SUPERVISOR: ELIZABETH PARDON (1-800-***-****)
Edwin T Williams JR
2900 Century Park Blvd #1406 AUSTIN, TX 78727
****.********.**@*****.***
FRAUD ANALYST LEVEL 13
DECEMBER 15TH,2021- CURRENTLY EMPLOYED
Duties:
• Provide quality risk review service and consistently meet SLA targets while always focusing on resolving cases efficiently and utilizing time productively.
• Identify and help minimize the risk posed by fraud patterns and trends.
• Assist users with risk process workflows.
• Identify, recommend and implement process improvements.
• Communicate relevant information on a timely basis to Senior Agents & Team Leads and escalate issues or complex delivery items when required.
• Requires professional interaction and communication, both within the Accenture organization and with client contacts.
Conduent (TX Tag)
9601 Amberglen Dr. Suite #200 Austin, TX 78729
Customer Experience Associate Level II & Image Review Supervisor Hourly Pay: $22.00
Supervisor: Brittany Kearns 512-***-****)
July 12TH, 2019- DECEMBER 6TH, 2021
Duties: Customer Experience Associate Level II
*Operating on Siebel/Vector (Expert)
*Handling all Webchat inquiries & Requests.
*Assisting Private & Commercial/Business accounts in a professional manner with Webchat inquiries, Phone support, and Correspondence inquiries for TX Tag.
*Processing Affidavits for Residential and Commercial/Business accounts
*Resolving escalated calls and Removing fees off Residential and Commercial/Business accounts.
*Closing Residential account and Pay by Mail (System Generated) accounts upon receiving required documents ex.
(Vehicle History Report, Death Certificates, and Transfer of Responsibility). 1) Duties: Image Review Supervisor
• Utilizes performance management information to supervise, coordinate and schedule the activities of processing staff in assisting the manager with the achievement of the designated key performance indicators.
• Responsible for effective human resource administration including training, evaluations, coaching, mentoring, recommending salary increases, promotions, and corrective actions. Reviews, approves, and maintains time sheets and time off requests for staff.
• Monitors and documents the quality of transactions processed and provides continuous feedback to staff.
• Assures that daily personal performance measures are available and effectively utilized this information to manage the work force for continuous improvement. Edwin T Williams JR
2900 Century Park Blvd #1406 AUSTIN, TX 78727
****.********.**@*****.***
• Provides input and/or assistance in formulating new policies and procedures; recommends changes to existing policies and procedures as required to improve operations in efficient achievement of performance indicators or to support changing business requirement.
• Performs other work as required and assigned which may occasionally require court appearances.
• Ensures compliance with state and federal laws rules and guidelines, and TxDOT policies and procedures.
• Identifies problems with office equipment, systems and general toll issues and communicates or escalates these issues to the proper area for resolution. Coordinates with other units or divisions as necessary to resolve issues.
• Regularly communicates with other units to foster an effective team environment and assure that these areas are aware of issues that may impact their area.
• Interviews and recommends applicants for vacancies in work unit.
• Coordinates with court districts and generates evidence packages and discovery items as necessary and to appear in court as required.
Nexxlinx (Time Warner Cable)
9001 IH-35 Suite#110 Austin, TX 78753 (Northview Business Center) Retention Customer Service Rep/Team Lead
Hourly Pay: $20.50 Plus Commission
Supervisor: Brandy Gonzales 512-***-****)
November 20th, 2014-June 20th, 2018
Duties:
Assist customers with their bills increasing.
Last point of sale for customers to speak with me for switching providers due to packages expiring for cable phone and Internet.
Answering questions and comments, and concerns for all customers about all three services and security systems.
Prepare and document coaching provided to develop leadership staff on a daily, weekly, and monthly basis.
Provide incentive and moral boosters to encourage heightened performance at all levels. •Support and develop leadership staff to fulfill company metrics, including retention rate, sales, service, and quality. Accountable for assigned metrics attainment for their designated call center.
Accountable for day-to-day operational decisions, strategic employee decisions, and customer service impacts which include staffing models, budgeted overhead, call routing, and directing all policies. Responsible for meeting/exceeding sales unit (and sales effectiveness) goals for the center, as well as the motivation of the sales force to meet objectives in sales, service and quality.
Directly supervises activities of Retention Sales and Care Supervisors and administrative team. Timely preparation of sales, headcount and performance reporting. •Administration of performance management process to assist team in meeting sales and performance metrics. Edwin T Williams JR
2900 Century Park Blvd #1406 AUSTIN, TX 78727
****.********.**@*****.***
Minacs (Concentrix)
7620 Metro Center Dr Austin, TX 78741
District Specialist Supervisor Tier 1 & 2
Hourly Pay: $20.00
Supervisor: Kamika Givens 512-***-****)
December 2012- July 2014
Duties:
Manage a team of call center agents.
Be available to affect the entirety of the team’s operations.
Manage by walking around. Be visible to answer questions.
Take calls that your agents can’t handle and be available when an agent appears to need assistance.
Monitor queues and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
Motivate and encourage agents through positive communication and feedback.
Perform at least one monitoring evaluation with each agent every two weeks.
Spend 30 minutes to one hour monitoring the agent.
Spend 20 to 30 minutes reviewing the agent’s performance with the agent. Use a formal monitoring checklist.
*Assisting customers in a friendly fashion and asking questions about their vehicles and problems that were occurring for assistance.
*Answering inbound & outbound calls from customers complaining about their vehicles and asking for cost assistance.
*Speaking directly with service managers and service advisors in communicating to them the information the customer will provide to me and the diagnosis of the vehicle.
Sending emails to district managers for higher cost assistance if necessary. Computer Skills
Typing Speed 52 Words Per Minute
Triple Screen capability
10 years of Data Entry Duties/Experience
Language Skills
English - Excellent (Read Write Speak)
Driver's License
Class C - Standard Driver's License
References:
Brandy Gonzales (Former Supervisor):512-***-****
Taressa Steen (Former Supervisor):512-***-****
Edwin T Williams JR
2900 Century Park Blvd #1406 AUSTIN, TX 78727
****.********.**@*****.***
T'Aunha Claybon (Former Supervisor):512-***-****
Brittney Kearns (Former Supervisor): 512-***-****
Contact this candidate