Customer Service Representative

SHONTA WILLIAMS

Norcross, GA 404-***-**** ***********@*****.***

https://www.linkedin.com/in/shonta-williams-374a969a

Professional Summary

Accomplished Customer Service Representative with ten years of experience contributing to outstanding success in the Customer Service industry. Confident in the ability to effectively communicate with customers, resolve service-related issues, and maintain accurate documentation of all interactions. Comfortable with others and working independently in various settings, including fast-paced call centers and remote work environments. Committed to lifelong learning and contributing to team success.

●Managed high call volume

●Resolve customer issues

●Delivered excellent service

●Responded via multiple channels

●Resident Relations

●Data Entry & Financial Reporting

●Taking payments

●Scheduling payment arrangements

●Bring past-due accounts current

●Market Surveys

●Quality Assurance

●Issue concerning the account

●Updating information on the account

●Followed up on concerns

●Sales and Closing Techniques

●Financial Record Keeping

PROFESSIONAL EXPERIENCE

VDART-Maryland Dept of Labor (Remote) ALPHARETTA, GA Customer Service Analyst 05/12/2020-03/14/2025

• Handled 25–30 inbound calls daily from unemployment claimants, addressing questions, concerns, and complex issues with empathy and professionalism.

• Researched and resolved claims-related inquiries by providing accurate information, offering appropriate solutions within state guidelines, and coordinating with other departments.

• Ensured high customer satisfaction by following up on unresolved issues, documenting interactions in detail, and maintaining compliance with confidentiality and regulatory standards.

TI COMMUNITIES-Sonoma Ridge Apts IRVING, TX

Assistant Manager 07/01/2015-05/10/2020

• Oversaw daily leasing operations for a portfolio of 440 residential units, achieving a 98% average occupancy rate through strategic marketing and tenant retention initiatives.

• Handle tenant inquiries, provide assistance with leasing, and maintain positive relationships to reduce turnover.

• Prepared leasing documents, notices, and reports using Microsoft Word, ensuring compliance with company policies and fair housing regulations.

Invitation Homes Sandy Spring, GA

Leasing Agent/Property Assistant 09/01/2000-06/28/2015

• Coordinated lease renewals, ensuring tenants were informed of renewal options and facilitating contract signings

• Handle tenant inquiries, provide assistance with leasing, and maintain positive relationships to reduce turnover.

• Prepared leasing documents, notices, and reports using Microsoft Word, ensuring compliance with company policies and fair housing regulations.

EDUCATION

A.A. Bishop State College Mobile, AL

Business Administration GPA-3.7

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