Natarsha Williams
Stone Mountain
Summary
Customer service representative with extensive industry experience and a strong track record of enhancing customer satisfaction. Proven ability to build rapport with clients and maintain positive relationships, contributing to overall company success. Skilled in effective communication and conflict resolution, adept at managing challenging situations with confidence. Focused on driving customer loyalty and recovering delinquent accounts through persuasive strategies and personalized service.
Overview
19
19
years of professional experience
Work History
Early Collections Representative
CarMax Auto Finance
Kennesaw
04.2024 - Current
- Contacted customers with past-due accounts and responded to incoming inquiries.
- Provided detailed information regarding account balances, interest accruals, and payment options.
- Influenced customers to make payments or adopt alternative payment plans.
- Identified and resolved customer concerns, escalating issues when necessary.
- Accurately documented all interactions and account updates in company systems.
- Maintained a positive demeanor during challenging customer conversations.
Customer Service Representative
Verizon Wireless Corporation
Alpharetta
01.2014 - 08.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Customer Service Representative
T-Mobile
North Charleston
04.2008 - 11.2013
- Determined accurate prices for business customer services, consistently searching for deals and best prices.
- Contacted customers about potential service upgrades, new services and account changes.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Strengthened customer retention by offering discount options.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Promoted available products and services to customers during service, account management and order calls.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Collections Specialist
NCO
North Charleston
01.2006 - 03.2008
- Contacted customers to discuss and resolve past due accounts.
- Negotiated repayment terms with customers in accordance with company policy.
- Researched account information to ensure accuracy of records.
- Monitored delinquent accounts for timely payment resolution.
Front Desk Receptionist
Rodneys Medical Supply LLC
North Charleston
12.2006 - 01.2008
- Greeted customers warmly and made them feel welcome.
- Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
- Assisted with scheduling appointments for clients and visitors.
- Maintained an organized reception area and ensured that all guests were attended to promptly.
- Managed incoming and outgoing mail, courier services, faxes and other correspondence.
- Performed data entry into computer systems to maintain accurate records of customer information.
- Provided administrative support such as filing documents, photocopying and scanning materials.
- Handled cash transactions accurately, balancing the register at the end of each shift.
- Processed payments from customers using a variety of payment methods including credit cards, checks and money orders.
- Monitored visitor access control systems including issuing identification badges when necessary.
Education
Miller-Motte Technical College
Charleston, SCSkills
- Policy adherence
Appointment scheduling
- Complaint resolution
- Product knowledge
- Data entry
- Account management
- Microsoft Office proficiency
- Spreadsheet management
- Inventory stocking and replenishing
- Task prioritization
- Typing skills
- Clerical support
- Bookkeeping practices
- Multi-line telephone operation
- Professional demeanor
Education and Training
other
Timeline
Early Collections Representative
CarMax Auto Finance
04.2024 - Current
Customer Service Representative
Verizon Wireless Corporation
01.2014 - 08.2023
Customer Service Representative
T-Mobile
04.2008 - 11.2013
Front Desk Receptionist
Rodneys Medical Supply LLC
12.2006 - 01.2008
Collections Specialist
NCO
01.2006 - 03.2008
Miller-Motte Technical College
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