Shanyla Williams
Atlanta,GA
Summary
Adept at navigating high-stress situations, I significantly enhanced customer loyalty and sales growth at D.H. Pace Company through empathetic dispute resolution and expert upselling. I'm proficient in Microsoft Office and exceptional active listening skills have been pivotal in mentoring new hires and improving service delivery metrics, showcasing a blend of hard and soft skills.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
D.H. Pace Company
08.2022 - 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 customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Identified and resolved discrepancies and errors in customer accounts.
- Investigated and resolved accounting, service and delivery concerns.
- Cross-trained and provided backup support for organizational leadership.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Managed approximately 50 incoming calls, emails and faxes per day from customers.
Education
High School Diploma -
Northeast High School
Macon, GA05-2021
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Problem resolution
- Microsoft Excel
- Payment processing
- Follow-up skills
- Paperwork processing
- Appointment scheduling
- Order processing
- Microsoft Office Suite
- Live chat support
- Dispute resolution
Timeline
Customer Service Representative
D.H. Pace Company
08.2022 - Current
High School Diploma -
Northeast High School
Similar Profiles
Zachary DaleZachary Dale
Garage Door Technician at D.H. Pace Company, Inc. Overhead DoorGarage Door Technician at D.H. Pace Company, Inc. Overhead Door
Kristina GlennKristina Glenn
Vendor Management Specialist II at D.H. Pace CompanyVendor Management Specialist II at D.H. Pace Company
Geoffrey MurphyGeoffrey Murphy
Commercial Construction Project Manager at DH Pace CompanyCommercial Construction Project Manager at DH Pace Company