Customer Service Technical Support
Resume:
PRESTON A.
WILLIAMS
CUSTOMER SERVICE
PROFILE
E-mail:
Phone:
*******.***********@*****.***
EXPERIENCE
REGIONAL BANKING
BRANCH MANAGER II
Wells Fargo Bank, N.A.
Washington, D.C.
(June 2015 - May 2020)
Implemented targeted customer engagement strategies that led to a 15% increase in customer service satisfaction scores in the retail banking branch over six months, fostering stronger client relationships and loyalty. Asked probing questions to identify customer needs, allowing me to provide tailored solutions to help customers succeed financially and increase customer retention.
Lead district conference calls to deploy commitments on specific strategies Mitigated risk, protected customer assets and information Successfully managed and resolved customer complaints by employing active listening and problem-solving skills, resulting in a 20% reduction in escalated issues and enhancing overall customer satisfaction. Motivated and detail-oriented professional seeking a customer service position where I can utilize my strong communication skills and a passion for helping people to enhance the customer experience.
EDUCATION
University of Maryland,
College Park
BACHELOR OF
SCIENCE, ECONOMICS
Skills
Senior Associate
Business Operations
Independent
Contractor
Washington, D.C./
Los Angeles, CA
(June 2017 - Jan. 2022)
Publicis Sapient
Los Angeles, CA
(Sept. 2021 - Present)
Rideshare driver
Serve as the primary administrator for Deltek Time and Expense, managing the time- tracking and expense reporting needs of over 700 full-time employees and contractors, ensuring accurate data management.
Provide comprehensive account login support, including password resets and account unlocks, enhancing user accessibility and ensuring quick resolution of access issues. Deliver expert support for employee and contractor timesheets, assisting with time entry, addressing discrepancies, and ensuring compliance with reporting requirements to facilitate accurate payroll processing.
Assist employees in the submission of expense reports, ensuring compliance with company policies and facilitating timely reimbursement while resolving discrepancies and providing guidance on expense guidelines.
Service requests for labor data reporting by compiling, analyzing, and delivering accurate workforce metrics and insights,
Customer Service
Management
Relationship Building
Problem Solving
Microsoft Excel
Microsoft Power Point
Microsoft Outlook
Provided exceptional customer service by ensuring a safe, comfortable, and enjoyable ride experience for passengers, resulting in an over 5.0 positive feedback rating. Utilized customer feedback to improve service quality and implement best practices, leading to a noticeable increase in ratings and tips. Handled customer inquiries and concerns promptly and professionally, resolving issues to ensure a high level of service and loyalty. Demonstrated effective communication skills by engaging with diverse customers and addressing their needs and preferences throughout each trip. Collaborated with rideshare platform support to address any technical issues or account discrepancies, ensuring seamless service for customers.
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