Courtney Williams
7017 Crestwood Pl. Lithonia
Summary
Dedicated customer service representative with 8 years experience of customer service who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communication with strong background cultivating positive relationships and exceeding goals.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Agent
Princess Cruises
09.2019 - Current
- Handled travel arrangements for groups, couples, executives and special needs clients.
- Took payments via credit and debit cards and handled sensitive information with professionalism and discretion.
- Sustained operational efficiencies, coordinating domestic/international customer travel accommodations while managing airfare, hotel bookings and rental car reservations.
- Cultivated strong value-added relationships with customers daily by delivering accurate travel itinerary and knowledge to drive business development.
- Explained benefits of purchasing travel insurance with clients.
- Mitigated financial discrepancies, accurately collecting customer fees, managing refunds and providing accurate travel documentation.
Medical Assistant
Chronic Care Management
01.2020 - 07.2020
- Improved patient experiences by efficiently managing appointments and maintaining organized medical records.
- Handled inbound an outbound calls
- Documented medical history, vital signs, and medications.
- Documented all client communications accurately
- Provided effective counseling in health maintenance and disease management
- Contacted patient frequently to support and managed the Chronic Care Management program to increase positive outcomes.
- Kept CLinical staff manager informed of all issues pertinent to the care plan process and any known or perceived issues
Technical Support Representative
Xfinity Comcast
01.2017 - 08.2019
- Trained customers on equipment use, setup procedures and troubleshooting strategies.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Demonstrated advanced product knowledge to solve customer issues.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
Customer Service Reprsentative
Nordstrom
01.2015 - 07.2018
- Engaged positively with each customer, providing professional and polite support for sales and service needs.
- Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Calculated pricing, applied discounts and collected payments to process transactions.
- Processed merchandise returns and exchanges for customers to refund payments, trade items and offer store credit.
- Resolved customer complaints to boost service and satisfaction and escalated higher level issues to supervisor for immediate remediation.
- Engaged with customers and recommended products based on needs and requests.
Cleaning Technician Supervisor
Molly Maids
02.2012 - 12.2015
- Created schedules, shift reports and other business documentation to coordinate housekeeping needs.
- Reviewed employee performance and devised improvement plan to achieve goals.
- Managed team of employees, daily progress reports and overall project planning.
- Coached staff on strategies to enhance performance and improve customer relations.
- Established and enforced procedures and work standards, promoting team performance and safety.
- Recruited and hired workers, in addition to supervising and monitoring daily performance.
- Monitored supply levels and requested new items to maintain completing daily cleaning tasks.
Education
Certification - Medical Assistant
Fortis College
Smryna, GA07.2020
Skills
- Credit Card Payment Processing
- Building Customer Trust and Loyalty
- CRM Software
- Call Documentation
- Creative Problem Solving
- Inbound and Outbound Calling
- Customer Complaint Resolution
- Medical Terminology Knowledge
Certification
Certified Medical Assistant (CCMA)
Timeline
Medical Assistant
Chronic Care Management
01.2020 - 07.2020
Customer Service Agent
Princess Cruises
09.2019 - Current
Technical Support Representative
Xfinity Comcast
01.2017 - 08.2019
Customer Service Reprsentative
Nordstrom
01.2015 - 07.2018
Cleaning Technician Supervisor
Molly Maids
02.2012 - 12.2015
Certification - Medical Assistant
Fortis College
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