Davonal Williams Email & Phone Number

North Carolina, United States

Responsibilities and AchievementsResponsible for first contact resolution and identifying process improvements across the organization. Completes formal case resolution recaps to executives detailing the root cause for the escalation, findings, resolution, coaching and feedback provided to the frontline, and any process improvement opportunities. Collects, validates, and disseminates key information allowing cross-functional partners to coordinate efforts resulting in the efficient resolution of real-time customer impacting issues.Acts as a lead for our internal and cross-functional teams; providing guidance and coaching as needed.Administering the investigation and following-up to ensure equitable solutions are achieved that comply with tariffs and policies or decide what corrective action should be taken.Analyzing trends that lead to the identification and implementation of improvement processes and alternative solutions to recurrent problems.Collecting data for use in creating/facilitating presentations for meetings with executives, new hires, and call center personnel.Developing responses that reflect our company's commitment to quality while also ensuring that action has been taken to resolve the customer's concerns.Drafting and writing formal letters to customers and various Agencies on behalf of Verizon.Exercising judgment within defined procedures and practices to determine appropriate action; working on problems of moderate scope where analysis of situations requires a review of identifiable factors.Identifying the root cause of problems by evaluating results and analyzing customer complaints for early detection of problem trends. Making recommendations to management on areas requiring action.Resolving inbound customer cases received via phone/hotline, email, executives, and Government Agencies.

North Carolina, United States

Responsibilities and AchievementsResponsible for supporting customers directly as well as supporting other channels (e.g., VZW Indirect, Direct, Internet, Sales). Supports consumer credit, activations, account maintenance, business credit, reviews security deposits, order processing support, WFG, Tier II Activation Support, D35 Reconnects, BTA Overrides, and Device Payment eligibility. Also supports offline work through WFM requests from Telesales and Internet, as well as business and consumer application review.Account maintenance consists of assisting agents nationally when an account needs updating on a SSN/Fed Tax ID, or contract end date, reserving MTN’s in eTNI, and updating exceptions for I-Dial requests.Activations support will consist of walking agents and consumers through the process of activating their device, walking them through the ESC IVR, and completing WFG and returns for agents.Proactively resolve issues, troubleshoot through challenging situations, identify and recommend solutions as well as comfortably function in a continuously evolving environment.Processing internet and Iconic portal fall out orders.Reviewing credit reports, risk assessment with a high level of accuracy and proficiency.

North Carolina, United States

Responsible for handling questions, comments, and customer complaints. Establishes positive customer experiences and relationships.Responsible for customer support, success, and retention, by managing customer accounts, resolving customer issues and optimizing the customer experience.Answering customer calls and actively listening to identify their issues.Building customer relationships, earning their loyalty and trust.Promote new solutions and products to customers that can improve their experience.Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.Troubleshooting problems and resolving a range of customer issues from device, to billing, to service concerns.

North Carolina, United States

esponsible for handling questions, comments, and customer complaints. Establishes positive customer experiences and relationships.Responsible for growing and maintaining business revenue, by partnering with internal and external stakeholders to drive sales activities, design and deliver targeted solutions, providing ongoing customer support and managing customer relations.Answering customer calls and actively listening to identify their issues.Building customer relationships, earning their loyalty and trust.Promote new solutions and products to customers that can improve their experience.Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.Troubleshooting problems and resolving a range of customer issues from device, to billing, to service concerns.

North Carolina, United States

• Inputted data for productivity into Customer Service Variance program tracking performance, monitoring and controlling budget for properly determining staffing levels• Created, maintained, and entered information into Postal databasesAnswering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services. Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued. Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed. Building lasting relationships with clients and other call center team members based on trust and reliability. Utilizing software, databases, scripts, and tools appropriately. Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.

Bachelor'S Degree, Business Administration And Management, General

Associate Of Arts - Aa

Education record