Customer Service Client Support
Resume:
Pavar Williams-Bey
Hartford, CT 06112
********@*****.***
SKILLS
Inspired self-starter with a demonstrated ability to effectively manage, influence, negotiate, and
communicate with external clients and internal teams to meet performance goals and exceed
expectations. Strong project and customer account management experience, with a proven
ability to work on multiple projects, with competing deadlines, and design workable solutions to drive initiatives.
Proficient user in Microsoft Suite, Zoom, Google Suite, Slack, Gainsight, Bomgar, TeamViewer, and Salesforce.
EXPERIENCE
Client Support Manager
PayComplete - Chicago, IL July 2023 to June 2025
●Receive and resolve all client complaints; Identify, research, process, fix, and respond to client inquiries and correspondence via telephone and written communication
●Remote in Via Bomgar/Teamview to debug
●Cultivate positive relationships and attend client-facing weekly status and planning meetings.
●Cross-train in other functional areas of the facility (e.g. accounts payables, accounts receivables);
●Provide timely feedback to the operations team regarding service failures or client concerns.
●Coordinate internal resources and workflow management to ensure the delivery of assigned projects on time and within budget.
●Review/maintain daily and weekly reports, and project plans, build tickets, monitor service targets, and work to exceed service standards
Assistant Manager
DebtCleanse- March 2022 to May 2023
●Create a team culture that improves team engagement, and performance through behavioral-based coaching and ongoing mentoring.
●Provide strong leadership that mentors, develops, and guides team members to achieve Customer Satisfaction and NPS goals.
●Oversee day-to-day operations, including front-line production, including but not limited to salesforce cases, calls, and emails.
●Communicate expectations, procedures, and policies to the team.
●Assist in setting and monitoring performance standards.
●Manage department personnel issues including performance reviews, counseling, and progressive disciplinary actions.
●Review daily and weekly reports, monitor service targets, and work to exceed service standards.
Customer Success Lead
HomeX- August 2019 to February 2022
●Managed a team of 8 people (remotely and in-house) to navigate their overall performance.
●Oversaw 500 + membership accounts.
●Maintained membership retention.
●Created reports to maintain memberships.
●Wrote sale pitches/training courses for new hire training and agents to upsell memberships.
●Created training projects for agents who meet the below needs.
●Provided weekly updates to each team member and upper management.
Customer Service Specialist
HomeX- February 2019 to August 2019
● Called customers to collect overdue balances on their memberships.
● Handled social media platforms via Zendesk and Sparkcentral.
● Assisted in the debugging processes during the beta trials.
● Able to work in a fast-paced environment where things change on the fly.
● Was trained and able to train on customer relationship management tools.
● Delegated jobs to the service technician to make sure customers were served.
Corporate Client Relations
GrubHub April 2015 - December 2018
● I provided timely and accurate information to incoming customer order status and product knowledge requests.
● Processed customer orders/changes according to established department policies and procedures.
● Partnered with the sales team to meet and exceed customer service expectations. In addition, performing other related duties as assigned.
● Helped restaurants with financial information on their account
Customer Service Specialist
GrubHub November 2013 - April 2015
● Real-time chats
● Help customers make and receive payments.
● Trained new hires on how to interact with customers.
● Recognized as one of the Top 3 agents
● ZenDesk
● Salesforce
Education
Weaver High School, Hartford, CT
Skills
Data entry
Document Handling Zendesk
Microsoft SQL Server
Zendesk
CRM software
Salesforce
Marketing
Customer service
Relationship management Microsoft Word
Word processing
Computer skills
Communication skills
Account management
Supervising experience
Upselling
Office management
Sales support
Microsoft Office
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