Service Representative Customer
Resume:
Alita Renee Williams
To obtain a permanent position that will enable me to utilize my leadership, organizational, communicational, interpersonal skills effectively and develop advanced software/trucking knowledge towards career advancements.
Wayne State University, Detroit, MI Lawton School, Southfield, MI University of Phoenix, Southfield, MI
July 1992-May 1994 March 2001-October 2001 August 2011 –January 2012
Course of Study –English Certificate-Computerized Office Assistant Course of Study –Bachelor of Accounting
TECHNICAL SKILLS:
Microsoft Word 2000, Microsoft Excel 2000, Microsoft PowerPoint 2000, Microsoft Outlook 2000,
Netscape, Wintegrate, Windows XP, Windows 7, WordPerfect, Hogan, QuickBooks 2000, Peachtree Accounting,
World Wide Web Research, Records Management, Mission, Service Fulfillment, Payroll Accounting AS400, Verint Typing: 60 WPM
WORK EXPERIENCE:
Hub Group-Truck Driver/CDL A August 2022 to Present
Responsible for transporting intermodal loads to various railroads utilizing containers with chassis. Duties included completing paperwork for each load for BOL to type in qualcomm tablet. Performed daily pre-trip inspections to ensure safety of equipment before and completion of each load. Stayed in compliance with DOT regulations, inspections and HOS.
Werner Enterprises-Truck Driver/CDL A October 2020 to August 2022
Completed 275 hours over the road training effective 12/30/2020. Duties included driving track trailers and reefers utilizing GPS to target locations for drop offs and back haul pick ups. Performed daily pre-trip inspections to ensure safety of equipment before and completion of each load. Stayed in compliance with DOT regulations, inspections and HOS. Assigned to WalMart/Sam’s Club account for nine states in the East which consisted of assigned drop offs of food, groceries, meat and produce for on time loads. Also assigned weekly pick ups for back hauls consisting of live loads. Completed paperwork submission for payment internally after each load utilizing qualcomm tablet.
Accounting/Billing/Dispatch Specialist Gorham/Schaffler/Etairos HVAC June 2019 to August 2020
Responsible for answering incoming calls that required transfering calls to the appropriate Account Manager for commercial HVAC quotes. Processed all invoices for incoming billing for commercial HVAC services rendered for all clients. Balancing accounting books according to tax codes/ laws for Tennessee, Arkansas and Mississippi. Mailed daily invoices to render requests for payment that HVAC techs performed at commercial locations according to contracts. Updated excel spreadsheets to update daily work performed for invoices, calls and payments. Back up dispatcher for scheduling technicians to fix and or replace commercial units for incoming calls from clients with service issues. Utilized maps and GPS to route techs to appropriate locations in a timely manner.
Customer Retention Specialist-American Home Shield July 2015 to June 2019
Responds to escalated customer service issues and cancelation requests via phone or written correspondence (e.g., fax, e-mail, letter). Addresses customer requests to cancel service and seeks to resolve customer dissatisfaction. Investigates, researches and adapts solutions where possible to meet customer’s needs and retain the customer. Communicates and reinforces the value and benefits of products and services to customers. Analyzes customer product and/or service plans to determine potential price concessions. Maintains general knowledge and awareness of marketing campaigns and offers for use in retaining customers (e.g. product conversion). Tracks customer feedback and provides it to management. Received three awards for top calls per hour, top quality, top save rate associate for 2017 at yearly ceremony, Awarded 2016 winning behavior for growth and customer focus. Performed number one for five months in 2018 for scorecard ranking. Received top performance award for 2018 highlighted at awards ceremony in 2019
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Authorizer HVAC/Appliance Trade-American Home Shield April 2013 to July 2015
Responsible for handling incoming calls from insured and licensed vendors providing attributes, detailed diagnosis, non-covered cost, for completed work orders from homeowners requesting repairs or replacements on covered items according to contract by utilizing service fulfillment database. Specializing in HVAC trade while assisting with inbound calls for all trades and departments Adhering to policies and procedures for AHS when making cost effective decisions. Assisting homeowners with complaints, cash in lieu forms, and time sensitive concerns in a professional manner. Received top five ranking for Memphis contact center for two months. In compliance with AHS scorecard requirements for adherence, AHT, and QA (90%). Receives and handles calls from dispatch to locate vendors who can accept work orders, even expedited, within AHS guidelines. Responds and completes follow ups for HVAC, and appliances within expectations of AHS. Assists and monitors new authorizers to help lower departments average handle time.
Customer Service U.S.E.R. Team-Terminix Feb 2013 to April 2013
Receives and/or place telephone calls to handle escalated concerns for residential, commercial, emergency and national
account customers. Communicates effectively with branch management (all levels) through email correspondence.
Monitors incoming service inquiries and responds based on department SLA. Responsible for handling all customer
requests (via telephone/email) for service related issues. Utilizes all department protocols/templates and accurately
record information in MISSION. Resolves and assists with time sensitive issues
with zero defects. Maintains ongoing levels of knowledge regarding protocol changes, and weekly excel document
citing resolution details. Assists Inbound Customer Service and new hires when necessary based on business needs.
Customer Service Associate-Terminix April 2012 to Feb 2013
Responsible for inbound calls relating to customers or prospect customers seeking pest control and/or termite services for their residence or commercial account. Utilized AS400 server (Mission) to reschedule, schedule services, extra services, billing inquiries, and processing bill payments via check or credit cards with PCI compliance. Answered and forwarded all customer complaints and emergency services to urgent or services in efforts to generate positive resolutions for company reputation. Duties also consisted of meeting monthly quartiles and producing over 95% scores of weekly monitored calls according to QA and supervisor standards. Received value cards and tokens for outstanding customer service and placed on the Wall of Fame for the highest quartile among associates.
Customer Service Representative - Axcess Financial Services DBA Check ‘N Go May 2009 to Jan 2011
Daily duties consisted of opening/closing store according to SOP regulation. Perform transactions that included payday
loans, check cashing, selling/loading pre-paid netspend axcess debit cards, and Western Union services which included
bill payment, send/receive money. Responsible for balancing cash, bank deposits, E-Z alerts, LTS, and verifying daily
folders. Performed daily collection and call management utilizing STARS database. Processed check return for NSF
customers, outbound/inbound calls to existing and inactive customers. Printed replenishment checks for daily start-up
cash. Assisted customers with Extended Payment Plans according to compliance with the State of Michigan. Maintained organization with cashed, held, EPP, and NSF checks. Assisted store manager with debt, growth, marketing, housekeeping and supervision of store on a daily basis. Aided in preparation for state and corporate audits at various stores.
REFERENCES AVAILABLE UPON REQUEST
8046 Windbreak Rd Apt. 8
Cordova, TN 38016
*********@*****.***
OBJECTIVE:
EDUCATION:
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