Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

Analysia Williams

Glendale

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

7
7
years of professional experience

Work History

Customer Service Representative

Maximus Federal
10.2023 - Current
  • Provide phone, email, and chat support while adhering to HIPAA and federal guidelines.
  • Resolve escalated issues and guide customers through online applications.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Customer Service Representative

Waste Management
07.2021 - 11.2022
  • Resolved high-volume inbound calls regarding billing, scheduling, and service issues.
  • Navigated multiple systems to deliver accurate and timely support.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Service Resolution Specialist

American Home Shield
06.2020 - 12.2020
  • Handled escalations for home warranty claims and coordinated with vendors to resolve disputes.
  • Documented cases in tracking systems for accurate and timely follow-up.
  • Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
  • Conducted thorough follow-ups with customers post-resolution to ensure satisfaction and identify any opportunities for further improvement in the service provided.

Senior Customer Advocate / Dispatcher

Nexa Receptionists
11.2018 - 06.2020
  • Supported clients across industries using Salesforce, Zendesk, and other CRM tools.
  • Promoted to Dispatcher, relaying sensitive information directly to vendors and management.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.

Crew Member

McDonald's
09.2018 - 12.2018
  • Assisted customers at counter and drive-thru, handled payments, and processed orders accurately.
  • Prepared and cooked food in a fast-paced environment, supporting both kitchen and front-line operations.

Education

High School Diploma -

Westview High School
Avondale
05-2016

Skills

  • Customer Support (Phone, Email, Chat)
  • Zendesk, Salesforce, ServiceNow, ServiceTitan
  • Order, Billing & Payment Resolution
  • Escalation Management & Problem Solving
  • High-Volume Call Handling
  • HIPAA compliance
  • Attention to detail
  • Multitasking

Websites

Timeline

Customer Service Representative

Maximus Federal
10.2023 - Current

Customer Service Representative

Waste Management
07.2021 - 11.2022

Service Resolution Specialist

American Home Shield
06.2020 - 12.2020

Senior Customer Advocate / Dispatcher

Nexa Receptionists
11.2018 - 06.2020

Crew Member

McDonald's
09.2018 - 12.2018

High School Diploma -

Westview High School

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Analysia Williams