customer service
Resume:
Victoria L. Williams
Goal
• I have recently relocated to the San Antonio, Texas area, and I am seeking employment with the goal of advancing in the field of customer service to provide excellent service through hard work, attention to detail, and dedication.
Key Skills
• Customer Service – many years of experience dealing with the public on a variety of issues
• Ability to multitask, entering information into company systems and handling calls
• Good working relationships with co-workers
Current Employment
• Began employment with Convergys in Receivables Management Department January 12, 2009.
• All Star status for Receivables Management Department (top 10% in the department) for April through July, 2009.
• Received the MVP award for being the top Receivables Management agent for the 2nd Quarter of 2009.
• Currently working on the escalations team for Receivables Management, handling escalated calls and questions from floor agents.
• Job requires interfacing with customers via inbound or outbound calls or the internet for the purpose of resolving routine problems with products or services. Duties include:
Greeting customers in a courteous, friendly, and professional manner using agreed upon procedures.
Listening attentively to customer needs and concerns; demonstrating empathy.
Clarifying customer requirements; probing for and confirming understanding of requirements or problem.
Meeting customer requirements through first contact resolution.
Confirming customer understanding of the solution and providing additional customer education as needed.
Preparing complete and accurate work and updating customer file.
Communicating effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.
Effectively transferring misdirected customer requests to an appropriate party.
Contributing ideas on ways to resolve problems to better serve the customer and/or improve productivity.
Participating in activities designed to improve customer satisfaction and business performance.
Using decision-support tools as needed to answer questions.
Solving problems that are sometimes unstructured and that may require reliance on conceptual thinking.
Offering solutions to issues that are often non-standard/non-routine and require some clarification.
Maintaining broad knowledge of client products and services.
• Most Recent Team Leader: David R. Vega
Relevant Professional Experience
Customer Service Representative – Convergys, Albuquerque, NM ▪ January, 2009 – April 10, 2010
• Answer incoming calls in Receivables Management Department from customers.
• Accepting payments and setting up payment arrangements for customers.
• Assisting customers in making changes to their wireless plans.
• Notating changes, payments and payment arrangements in the appropriate applications for customers.
Customer Service – Better Business Maintenance, Albuquerque, NM ▪ January, 2006 – December, 2008
• Answered phones part-time, set up appointments, transported supplies to job-sites, light bookkeeping, as needed.
Attorney – Williams Law Firm, Albuquerque, NM ▪ 2006 - 2008
• Interviewed clients, assessed clients’ needs, provided legal advice and counseling.
• Drafted documents for negotiations of personal injury claims, litigation.
• Attended hearings and trials for clients’ claims.
• Drafted contracts, correspondence, and other documents for small business clients.
Additional Experience:
• I have previous experience as a receptionist/secretary, a training manager for Mrs. Fields’ Cookies, and various sales positions.
Education
Juris Doctor – Southern Methodist University, Dallas, Texas ▪ December, 1991
Master of Science – Brooks Institute, Santa Barbara, California ▪ 1984
Bachelor of Arts – Cornell University, Ithaca, New York ▪ 1982
Contact Information
27606 Felsig Bend
New Braunfels, Texas 78232
**********@*****.***
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