Sequoia Williams
San Bernardino
Summary
To obtain a Customer Care Specialist I/II Flex position with the City of Corona, where I can leverage my strong communication and problem-solving skills to assist residents and businesses with utility billing, account management, and payment processing. I aim to contribute to the city's commitment to service excellence by delivering efficient, accurate, and positive customer experiences while supporting the community through effective inquiry resolution and online portal management.
Overview
12
12
years of professional experience
Work History
Customer/Front Office Manager
Jerome's Furniture
West Covina, CA, Rancho Cucamonga CA
11.2015 - Current
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Organized staff schedules to ensure coverage during all operational hours, accounting for peak times and special events.
- Improved team morale and efficiency with regular training sessions and performance feedback.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Balanced cash drawers at the end of each shift, ensuring accuracy in financial reporting.
Customer Service Team Lead
Norsdtrom
Upland, CA
03.2013 - 11.2015
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
- Took cash and credit card payments via phone, in person, and through email.
Education
Curtis Senior High School
University Place, WASkills
- Effective multitasking
- Workflow optimization
- Customer service
- Customer relations
- Microsoft Office Suite
- Scheduling and calendar management
- Operations management
- Administrative skills
- Issue handling
- Data entry
- Documentation and control
- Relationship building
Timeline
Customer/Front Office Manager
Jerome's Furniture
11.2015 - Current
Customer Service Team Lead
Norsdtrom
03.2013 - 11.2015
Curtis Senior High School