Customer Service Sales
Resume:
LaShikka Williams
Little Rock, AR 72211
*********@*****.***
CUSTOMER SERVICE PROFESSIONAL
* ***** ** ************* ********** in customer service and support with strengths in account maintenance, multi-tasking, problem-solving and trouble-shooting and sales
Excellent working knowledge in Microsoft Excel, WordPerfect and Microsoft Word
Ability to train, motivate and supervise customer service employees
Works well without supervision
Skilled at learning new concepts quickly while working well under pressure
A patient listener who fully focuses on speakers and understand a variety of difficult situations
Strongly skilled in time management and prioritizing
Accurately record, remember and verbally communicate detailed information
Work Experience
Offline Support, Premier Staffing January 2012-Present
Little Rock, AR
•Facilitate end to end resolution for escalated calls/cases and engage the necessary support staff
•Work with department supervisors to ensure operational consistency and channel alignment
•Deliver on all set performance targets
•Review customer adjustments through reporting for approval, auditing for accuracy and compliance to policies
•Work financial services reports, distributing applicable messaging, manual credit reviews etc.
•Take inbound customers calls during periods of high call volume, overflow and disaster recovery periods
•Sales channel support
•Submission of adjustments according to protocol
Team Lead, CSA III, FIS December 2010 - January 2012
Little Rock, AR
•Acts as main point of contact for escalations and floor inquiries via support desk
•Demonstrates ability to be professional and courteous while dealing with internal and external customers
•Developmental Coaching and Training
•Demonstrates an advanced knowledge of the system so that customer problems can be resolved
•Provides guidance and/or mentors professionals with less experience and/or expertise
•Contributes to meeting internal/external standards and goals
Customer Loyalty Agent, Hewlett-Packard May 2010-Nov.2010
Conway, AR
•Inbound customer support calls for small/large businesses
•Support Hp High touch Printers and upgraded existing service
•Installed software and set-up products on networks
•Registered and updated entitlement information
•Order fulfillment and product follow up
•Researched billing and misapplied payments
Customer Service Representative II, Alltel/Verizon Wireless April 2009-May 2010
Little Rock, AR
•Inbound and Outbound Calls
•Support sales reps in opening new accounts and upgrading existing service
•Quickly and effectively solve customer challenges using the computer systems
•Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service
•Follow-up on customer inquiries not immediately resolved
•Researched billing and misapplied payments
•Up sell products and services
Client Support, Hosto & Buchan PLLC. November 2006-July 2008
Little Rock, AR
•Identifying write off accounts
•Identify, assess and resolve issues/problems within Collections area of responsibility
•Outbound contacts and interaction with customers
•Executed tasks and adheres to FSSC Collections Standard Operating Procedures
•Locate and contact delinquent credit card and loan holders through skip tracing
EDUCATION
Business Management
Strayer University, Little Rock, AR October 2011- Present
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