Data Entry Customer Service

EBONYWILLIAMS

P: 912-***-**** E: · *********@*****.***

SUMMARY

Dynamic and results-oriented remote Data Entry Operator with over 10 years of customer service experience and 4+ years in management/supervisory roles. Proven ability to enhance efficiency and customer satisfaction in a remote, global environment. Adept at leading offshore teams, utilizing strong analytical skills for performance management, and improving processes through effective training methods. Seeking to contribute to the success of a growing company..

SKILLS

Customer Service Management

Team Leadership and Development

CRM Tools (e.g., Salesforce, Zendesk)

QA & IT Tool Solutions

HIPPA compliance

Cross-Functional Collaboration

Training & Onboarding

Analytical Thinking & Problem Solving

Reporting, E-commerce & Media

Product Knowledge & Technical Support

Updated & Conflict Resolution

Digital Apps

EXPERIENCE

Remarketing Analyst II

Ally Financial (REMOTE) Jan 2022 -Jan 2025

Remarketing help promote product to increase revenue, modernize incoming emails to dedicated email drop boxes for departments. Monitoring, responding to e-mails from enteral and external users.

Communicate with vendors, customers via outlook-email or chat in various times zones, while developing remarketing strategies for digital features based on customers/dealerships.

Troubleshooting online issues via chat, email or call for e-commerce/online bidding platforms for new and used units.

Resolve customer issues urgently while cross functioning with other teams.

Initiated process improvements that led to a 4% error reduction in data entry updates in SAP and Salesforce.

Communicate with offshore team

Account Maintenance and Set-up

AmerisourceBergen (REMOTE) Jan 2021-Jan 2022

Assisted in managing a portfolio of 97 plus accounts, ensuring timely resolution of IT issues and fostering strong customer relationships.

Delivered outstanding customer support across multiple channels (phone, email, chat) consistently meeting and exceeding performance targets.

Onboarding doctors and healthcare professionals in SAP for pilot programs for pharmaceutical prescription sales.

Documented customer interactions and escalated issues when necessary, ensuring swift resolutions and maintaining service quality merge emails from departments as well as customers.

Contributed to the development of a customer feedback program, gathering insights that informed service enhancements including onboarding and setting up reoccurring payments for health care prescription.

Provided exceptional service to customers, managing high volume emails, support data management activity updates, support data entry updates in digital app.

Data Entry Operator CSR

Charles Schwab (REMOTE) Jan 2020-Jan 2021

Support for Taxpayers provided exceptional customer service and support to taxpayers, addressing inquiries and resolving complex issues efficiently, contributing to a 20% increase in customer retention. Transfer payment withdrawals, debits, and credit to and from accounts so that it reflects on the back end in clients accounts.

Analytical Excellence leveraged analytical skills to assess communication channels, developing metrics that tracked success and informed strategic decisions for team improvement.

Prepared monthly Owner Requisitions, processed monthly requisitions, assist onboarding process and managed the change order process from clients calls.

Conducted regular check-ins with clients to assess satisfaction, address concerns, and promote new features, leading to a 7% increase in upsell opportunities.

Process Improvement Initiatives identified operational inefficiencies and executed process improvement initiatives, resulting in enhanced service delivery and customer experience.

Customer Service Manager

Food Lion/The Fresh Market Mar 2013-Jan 2020

Successfully scaled a distributed customer support team by 40%, focusing on recruiting, onboarding, training, and performance management to drive superior customer satisfaction.

Customer Experience Excellence, consistently achieved a 95% customer satisfaction rate, with strong results in issue resolution and cross/up-sell opportunities, aligning with organizational goals- in monitoring team-performance..

Operational Efficiency implemented metrics-driven strategies to enhance operational processes, leading to a 30% reduction in response time while maintaining SLAs.

Training & QA Programs designed and implemented comprehensive training and quality assurance programs, resulting in a 25% increase in first-contact resolution rates.

Cultivated a people-first culture within the team, exemplifying a learning mindset and a strong sense of responsibility, which significantly improved team morale and retention.

EDUCATION AND TRAINING

Certificate -HPT

Sav Tech College

Certificate – CSM- enrolled

Learn Wise

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