Customer Service Representative

Imani Williams

Columbia, SC *****

*****************@*****.***

+1-803-***-****

Professional Summary

Outgoing and detail-oriented professional with proven history of resourcefulness. Willing to relocate: Anywhere

Authorized to work in the US for any employer

Willing to relocate: Anywhere

Work Experience

CSR - Customer Service Representative

Cassell Brothers Heating & Cooling-Lexington, SC

May 2025 to Present

• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction

• Maintained a high level of product knowledge to effectively assist customers with their questions and concerns

• Managed a high volume of incoming calls and emails, consistently meeting or exceeding response time goals

• Resolved customer complaints in a professional manner, finding appropriate solutions to ensure customer loyalty

• Collaborated with cross-functional teams to escalate complex issues and provide timely resolutions for customers

• Developed strong relationships with key clients through regular communication and personalized support

• Assisted customers with product selection based on their needs and preferences, resulting in increased sales revenue

• Utilized CRM software to accurately document interactions with customers and track issue resolution progress

• Trained new team members on company policies, procedures, and best practices for delivering excellent customer service

Lead Bartender

Hickory Tavern-Columbia, SC

December 2023 to April 2025

• Greeting customers upon arrival at the restaurant

• Providing excellent customer service during their dining experience

• Providing suggestions for food or drink choices to diners

• Taking feedback from diners

• Cleaning tables and preparing spaces for future diners

• Carrying drinks and food from the kitchen or bar area to the tables

• Memorizing the food menu and wine list as well as any nightly specials

• Setting tables throughout the shift

• Increased repeat customers by 60%

Server/Bartender

R&B Bar & Grill-Columbia, SC

August 2022 to August 2023

• Efficiently communicated with kitchen staff on special orders

• Consistently earned highest tips each shift by anticipating customer needs and maintaining cheerful disposition

• Multi-tasked in a fast-paced environment, checking on tables regularly to address any customer needs

• Schedule and teach new hire trainings, enforcing corporate standards

• Place liquor orders, manage stocking, and record inventory

• Assist in creating new recipes and special menus

• Serve large parties and special events

• Manage bar revenues, ensuring all cash is properly counted

• Responsible for opening and closing tasks

• Performed in high pressure, high traffic environment Customer Service Representative

Blue Cross Blue Shield-Columbia, SC

July 2022 to January 2023

• Assisted customers with a warm and professional attitude

• Assisted customers with questions

• Kept records of customer complaints

• Handled emails, inbound calls, and outbound calls

• Monitored claims and physician-related services

• Handled billing issues and order inquiries

Assistant Manager

Claire's-Columbia, SC

November 2020 to November 2021

• Maintaining inventory

• Working with clients

• Help unhappy customers

• Hiring new employees

• Supervise and motivate staff

• Interviewing and recruiting new employees

• Ability to implement policies and procedures

• Continuously working to improve customer satisfaction

• Customer service

• Evaluating employee performance

• Handle employee complaints

• Supervision

• Supporting store manager as needed

• Assist manager as necessary

• Assisting customers whenever necessary

• Creating strategies for increasing store efficiency

• Ensuring company policies are followed

• Maintaining merchandise and a visual plan

• Providing training to employees

• Scheduling

• Suggest sales training programs and techniques

• Supervising daily operations

Education

Bachelor's degree in Cybersecurity

Southern New Hampshire University-New Hampshire

August 2024 to Present

High school diploma or GED in General Studies

Blythewood High School-Blythewood, SC

January 2016 to June 2020

FBLA President

Skills

• Marketing (5 years)

• Restaurant Experience (3 years)

• Bartender Experience (3 years)

• Merchandising (5 years)

• Computer Science (2 years)

• Front Desk (5 years)

• Software Development (1 year)

• POS (5 years)

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