Anastasia Williams
Albany
Overview
10
10
years of professional experience
Work History
10.2022 - Current
- Give accurate and appropriate information to answer questions, troubleshoot issues, and resolve complaints in a timely and accurate fashion
- Accurately record issues and resolutions
- Graded monthly on performance, making sure to achieve or achieve monthly goals
- Provide great customer service and helping customers have a pleasant experience with the company.
Driver Help Desk Associate
01.2022 - 10.2022
- Assist drivers in making sure that clean and successful deliveries are made
- Monitor 2 or more routes a day to ensure drivers are completing their routes accurately and efficiently
- Contact customers and relay important information in regard to their deliveries as well as resolve any issues that may have occurred upon delivery.
Customer Service Representative
Kelly Services
08.2019 - 09.2022
- Give accurate and appropriate information to answer questions, troubleshoot issues, and resolve complaints in a timely and accurate fashion
- Accurately log issues and resolutions
- Graded monthly on performance, making sure to achieve or achieve monthly goals
- Managed up to three chats during high call volumes while still ensuring that customers’ needs are met or provided alternate solutions that ensured satisfaction
- Respond to questions about the customer’s service and consult with customers to evaluate needs and determine which option best suits the customer
- Constantly improving customer satisfaction through expert resolution of conflicts, issues and concerns.
Customer service consultant
07.2021 - 01.2022
Captioning Assistant
Hamilton Relay
07.2018 - 02.2019
- Caption daily conversations for the hard of hearing community
- Respond to questions about the customer’s service and consult with customers to evaluate needs and determine which option best suits the customer
- Constantly improving customer satisfaction through expert resolution of conflicts, issues, and concerns
- Team Lead
- Develop a strategy that the team members can use to better reach a project’s goal
- Assign tasks to team members and ensure team members are reaching metrics
- Determine the completion timeline and monitor progress to keep the project on track and on schedule
- Communicate clear instructions to team members
- Manage the flow of day-to-day operations
- Create and distribute reports to update the company on the team’s progress.
Customer Service Representative
Teleperformance
11.2017 - 07.2018
- Give accurate and appropriate information to answer questions, troubleshoot issues, and resolve complaints in a timely and accurate fashion
- Respond to questions about the customer’s service and consult with customers to evaluate needs and determine which option best suits the customer
- Constantly improving customer satisfaction through expert resolution of conflicts, issues and concerns.
Assistant Training Manager
Us Marine Corps
06.2014 - 07.2017
- Monitored required performance training of more than 120 employees a year that resulted in an average of 97% performance readiness within the department
- Researched training opportunities/ apprenticeships for over 300 personnel within a 4 year span for the department and subordinate departments that resulted in giving the employees an advanced skill set and a chance of recognition for promotion
- Compiled over 100 reports about employees’ performance requirements using charts and graphs, allowing higher headquarters to see the completion of the department’s monthly objectives
- Organized, maintained, retrieved and reviewed over 100 employees’ records including pay documents to improve record accuracy by 75%
- Maintained and trained a group of 10 to 15 Marines who reported to me daily
- Ensuring that their stats and metrics were where they needed to be and if not created plans that would help get them to where they needed to be.
Aviation Operation Specialist
US Marine Corps
07.2013 - 07.2017
- Assisted in the tracking of over 100,000 aircraft hours flown by over 50 pilots using a Microsoft excel spreadsheet ensuring that the company’s yearly goals were met over a 4 year span
- Organized, maintained, retrieved and reviewed over 100 employees records including pay documents to improve record accuracy by 75%..
Education
Highschool Diploma -
John Dickinson Highschool
Wilmington, DeUndergraduate degree - undefined
Southern New Hampshire University
Skills
- Training Management
- Communication skills
- Customer service
- Secret Clearance
- Microsoft Expert
- Active Listening
- OKTA
- ServiceNow
- Microsoft Office
- Excel
- Microsoft Word
- LANGUAGES
- English
Timeline
10.2022 - Current
Driver Help Desk Associate
01.2022 - 10.2022
Customer service consultant
07.2021 - 01.2022
Customer Service Representative
Kelly Services
08.2019 - 09.2022
Captioning Assistant
Hamilton Relay
07.2018 - 02.2019
Customer Service Representative
Teleperformance
11.2017 - 07.2018
Assistant Training Manager
Us Marine Corps
06.2014 - 07.2017
Aviation Operation Specialist
US Marine Corps
07.2013 - 07.2017
Highschool Diploma -
John Dickinson Highschool
Undergraduate degree - undefined
Southern New Hampshire University