Angelica Williams

Angelica Williams Customer service representative - Hanover, JMCHR06, Jamaica Results-driven customer service professional with 95% customer satisfaction rate and 25% reduction in customer complaints. Work Experience Customer service representative Jan 2022 - Jul 2022 Radius Global Solution Customer service representative Answering inbound/outbound calls regarding billing issues, bill collections, service questions and general customer concerns for multiple projects Recorded details of inquiries or complaints to maintain up to date records of customer interactions and transactions Navigated multiple computer systems and applications and utilized search tools to find information Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints Results-driven customer service professional with a 95% customer satisfaction rate and a 25% decrease in customer complaints Provide great service to credit bureau Customer service representative Jan 2020 - Dec 2021 24/7InTouch Tracked all incoming calls and emails from customers using appropriate software applications Met daily customer service quotas with a focus on quality Navigated multiple computer systems and applications and utilized search tools to find information Processed orders, returns, and exchanges in an accurate and efficient manner Assist and place senior customers to the right department Processed orders and detailed transaction information to customers Call center agent Apr 2019 - Dec 2020 Professional marketing associates Performed outbound calls in order to generate leads and follow up on existing customers Cold calling people using a given phone directory to sell product's or solicit donation Using scripts to provide information about product's features, prices and present their benefits Handled a high volume of calls, averaging 75-200 calls per day, consistently exceeding productivity targets by 15% Scheduled 25-30 appointments per week, exceeding monthly targets by 10% Meeting or exceeding sales goals Sales agent representative AGS Marketing Follow up-up with callers on complaint and questions resolution status Assisted customers in selecting the best products based on their needs, preferences and budget Attract potential customers by answering product and service questions Perform each duty above with our customers' satisfaction as the number one priority Follow communication scripts when handling different topics Boosted sales conversion rate by 20% from10% to 12% Mar 2018 - Feb 2019 Customer service associate Jan 2017 - Dec 2018 Teleperformance Provided timely follow-up on customer complaints and inquiries to ensure resolution Built sustainable relationships and trust with customer accounts using open and interactive communication Achieved 30% increase in net promoter score from 20 to 26 through process improvements Demonstrated unwavering commitment to company policies and communication guidelines Achieved 92% customer satisfaction rating Core Skills - Utilize Microsoft Office (Word, Excel, PowerPoint, Outlook) to create documents, spreadsheets, and presentations - Leverage database management skills to analyze and interpret data -, Demonstrate proficiency in Zendesk and Zoho CRM systems to manage customer relationships, - Communication & Interpersonal - Time Management & Organization - Adaptability & Analytical, Problem-Solving Education Hopewell high School Certificates School leaving certificate Customer service certification English 1 Aug 2017