Willie Williams
Bryant
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Arkansas Blue Cross Blue Shield
2024.09 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
Customer Service Manager
Kohl's
2017.10 - 2025.03
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Product Support Representative
FIS
2022.09 - 2024.08
- Promoted a positive work environment by actively participating in team meetings and sharing best practices with colleagues.
- Collaborated with cross-functional teams to identify recurring product issues and develop strategies for resolution.
- Enhanced customer experience by providing timely and accurate information regarding product features and use.
- Built rapport with clients through genuine empathy and understanding, fostering long-term customer loyalty.
- Maintained expert knowledge of product offerings through ongoing training opportunities and research initiatives.
- Developed strong relationships with clients through consistent communication, building trust in our services.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Loan Deposit Analyst Senior
FIS
2018.08 - 2022.09
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Enhanced report accuracy, conducting thorough data audits on regular basis.
- Conducted regular reviews of operations and identified areas for improvement.
- Created and managed project plans, timelines and budgets.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Maintained strict confidentiality of bank records and client information.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
Education
Associate of Business Administration - Business Management
University At Little Rock
Little Rock, ARHigh School Diploma -
Joe T Robinson High School
Little Rock2015-05
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Customer relations
- Microsoft Excel
- Payment processing
- Client relations
- Call center operations
- Scheduling
- Call management
- Technical support
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Certification
- ACE - Adobe Certified Expert, Photoshop
- Sales Essentials Certificate
- MCAS - Microsoft Certified Application Specialist
Languages
English
Spanish
Elementary
Timeline
Customer Service Representative
Arkansas Blue Cross Blue Shield
2024.09 - Current
Product Support Representative
FIS
2022.09 - 2024.08
Loan Deposit Analyst Senior
FIS
2018.08 - 2022.09
Customer Service Manager
Kohl's
2017.10 - 2025.03
Associate of Business Administration - Business Management
University At Little Rock
High School Diploma -
Joe T Robinson High School