Shanice D. Williams
Marina del Rey
Summary
Detail-oriented and tech-savvy professional with 20 + years of experience specializing in email communication, support, and marketing. I am very Adept at improving open rates, resolving client issues, and ensuring timely communication. Professional with strong background in customer relations, adept at resolving complex issues and enhancing client satisfaction. Skilled in communication, problem-solving, and time management, ensuring seamless service delivery. Collaborative team player, adaptable to changing requirements, consistently driving results and fostering positive work environment.
Overview
10
10
years of professional experience
Work History
Customer Service Agent For Chat, Email And Phone
Nordstromrack.com
11.2015 - 06.2025
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Addressed customer account discrepancies and concerns.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
Education
No Degree - Business
Santa Monica College
Santa Monica, CASkills
- Proficient in Microsoft Office Suite, CRM and Email Platforms
- 65 WPM Typing Speed
- Customer service
- Good communication skills
- Call center experience
- Excellent written and oral communication
- Telephone etiquette
- Complaint handling
- Complaint resolution
- De-escalation techniques
- Account management
- Data entry
Timeline
Customer Service Agent For Chat, Email And Phone
Nordstromrack.com
11.2015 - 06.2025
No Degree - Business
Santa Monica College
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