William Patrick Wilks
Tucson
Summary
Customer service leader with 10+ years of experience resolving complex issues, coaching teams, and streamlining operations. Known for building trust, defusing tense situations, and delivering consistent results in fast-paced environments. Skilled in conflict resolution, CRM platforms, and procedural compliance. Ready to bring empathy, precision, and leadership to your customer support team.
Overview
13
13
years of professional experience
Work History
Office Manager
DLJ Investigative Services
02.2023 - Current
- Supervise skip trace investigations, ensuring accuracy and legal compliance
- Manage billing and service records with confidentiality and precision
- Train staff on client communication and conflict resolution
- Implement office procedures to improve efficiency
- Maintain client relationships through proactive updates and support
Team Lead / Customer Care Agent
Ascenda (24-7 Intouch)
10.2018 - 02.2023
- Promoted to Team Lead for outstanding performance and leadership
- Resolved customer issues with empathy and speed, boosting satisfaction
- Led service improvement initiatives and trained new hires
- Collaborated across departments to enhance client experience
- Analyzed feedback to identify trends and improve service delivery
Caregiver / Teacher Assistant
Audry Court Care
09.2012 - 07.2018
- Supported children with autism using ABA principles
- Delivered individualized instruction in academics and social-emotional skills
- Maintained detailed progress records and collaborated with families and professionals
Education
Associate Degree - Paralegal Studies
Phoenix College
Phoenix, AZ01.2022
Associate of Science - Liberal Arts & Sciences
South Mountain Community College
Phoenix, AZ01.2018
Certificate - Quality Customer Service
Rio Salado Community College
Phoenix, AZ01.2013
Skills
- Conflict resolution
- De-escalation
- CRM platforms
- Microsoft Office Suite
- Avaya
- VoIP systems
- Procedural documentation
- Compliance
- Typing speed: 45–52 WPM
Accomplishments
I started on the phones then got promoted to phones and chat response then assisted in training new hires and coming up the curriculum for the new hires then became a Team Lead.
Timeline
Office Manager
DLJ Investigative Services
02.2023 - Current
Team Lead / Customer Care Agent
Ascenda (24-7 Intouch)
10.2018 - 02.2023
Caregiver / Teacher Assistant
Audry Court Care
09.2012 - 07.2018
Associate of Science - Liberal Arts & Sciences
South Mountain Community College
Certificate - Quality Customer Service
Rio Salado Community College
Associate Degree - Paralegal Studies
Phoenix College