Customer Support Specialist

CHARISMA WILLIAMS

McDonough, GA **********************@*****.*** 470-***-****

CUSTOMER SUPPORT SPECIALIST SERVICE OPERATIONS PROFESSIONAL

Experienced customer service professional with 10+ years leading and supporting customer-facing operations in fast-paced environments. Proven track record of responding to client inquiries, ensuring satisfaction, and maintaining detailed records of all interactions. Adept at managing multiple support tasks simultaneously while delivering exceptional service. Strong background in service performance analytics and cross-functional collaboration, with technical proficiency in various communication platforms and management systems.

CORE COMPETENCIES

Customer Inquiry Management

Booking & Reservation Support

Written & Verbal Communication

Multi-Channel Support (Email, Phone, Chat)

Client Satisfaction & Retention

CRM & Tracking Systems

Process Documentation

Remote Work Capabilities

Problem Resolution & Escalation

Time Management & Organization

PROFESSIONAL EXPERIENCE

Underground SDS -- McDonough, GA

General Manager / HR Coordinator Jan 2024 -- Present

Respond to customer inquiries across multiple channels, ensuring timely and accurate information delivery

Manage client interactions through the complete service cycle, from initial contact through resolution

Track and document all customer communications in CRM systems, maintaining detailed records for future reference

Monitor performance metrics including response time and customer satisfaction, consistently exceeding targets

Collaborate with cross-functional teams to resolve complex customer issues, ensuring client retention

Operate effectively in a remote work environment, maintaining productivity and communication excellence

A Family Affair Catering -- McDonough, GA

Human Resources Coordinator Jan 2022 -- Dec 2023

Handled client booking confirmations, changes, and cancellations while maintaining accurate records

Coordinated scheduling and managed communication systems for multiple service teams

Communicated clearly with clients regarding service details, policies, and required documentation

Tracked service requests from initiation to completion, ensuring timely follow-up and resolution

Utilized organizational systems to document all client interactions and maintain updated transaction records

Saxton Management -- Atlanta, GA

HR Manager 2016 -- 2022

Directed customer support operations across multiple service channels including inbound customer assistance

Implemented new tracking and scheduling platforms, improving client communication efficiency

Reduced average customer wait time by 17% through effective service workflow optimization

Served as escalation point for complex customer issues, ensuring satisfactory resolution

Maintained meticulous documentation of all client interactions and service resolutions

Accounts Receivable Specialist / HR Assistant 2009 -- 2016

Provided front-line customer support for account inquiries and service requests

Maintained a 99.8% data accuracy rate in customer documentation and recordkeeping

Managed multiple concurrent service tasks while meeting all response time requirements

Gained extensive experience in customer interaction compliance and service quality assurance

EDUCATION

Associate of Science in Human Resource Management

Harrison College -- 1993

Bachelor's degree coursework in progress

TECHNICAL PROFICIENCIES

Communication Platforms: Zoom, Microsoft Teams, WebEx, various phone systems

Management Systems: Workday, BambooHR, various CRM platforms

Service Metrics: Customer satisfaction tracking, response time monitoring

Office Tools: Microsoft Outlook, Excel (PivotTables, Charts), Word, PowerPoint

Booking Systems: Multi-calendar coordination, reservation management

ADDITIONAL QUALIFICATIONS

Dedicated home office with reliable high-speed internet connection

Excellent time management skills in remote work environments

Strong written communication skills with attention to detail

Adaptable to new systems and processes with minimal training

Available for flexible scheduling to accommodate client needs in various time zones

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