NATARSHA WILLIAMS
Stone Mountain
Summary
Dynamic customer service professional with extensive experience at CarMax Auto Finance & Verizon Wireless excelling in debt recovery and complaint resolution. Proven ability to negotiate payment arrangements and enhance customer satisfaction through effective communication and problem-solving skills. Recognized for maintaining a professional demeanor while achieving timely resolutions for past-due accounts.
Overview
18
18
years of professional experience
Work History
Scheduling Coordinator
DHPace
Peachtree Corners
05.2025 - Current
- Coordinated scheduling of technician appointments for efficient service
- Communicated with clients to confirm appointments and address scheduling conflicts.
- Utilized scheduling software to track service requests and technician availability.
- Collaborated with management to develop effective scheduling strategies and processes.
Early Collections Representative
CarMax Auto Finance
Kennesaw
01.2024 - 01.2025
- 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.
- 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.
Education
High School Diploma -
Stall High School
Charleston, SC05.1995
Skills
- Policy adherence
- Account analysis
- Microsoft Office
- Prioritization
- Collections strategy
- Typing skills
- Payment Processing
- Multi-line telephone
- Professional demeanor
- Effective communication
- Debt negotiation
- Problem solving
- Payment arrangements
- Active listening
- Negotiation
- Time management
Hobbies and Interests
- Skating
- Bowling
- Reading & Educating Myself
Timeline
Scheduling Coordinator
DHPace
05.2025 - Current
Early Collections Representative
CarMax Auto Finance
01.2024 - 01.2025
Customer Service Representative
Verizon Wireless Corporation
01.2014 - 08.2023
Customer Service Representative
T-Mobile
04.2008 - 11.2013
High School Diploma -
Stall High School