Khalilah Williams Email and Phone Number

• Manage 35+ inbound calls related to current billing accounts and assist with applying payments and or processing manual refunds. Also report and maintain customer outages. • Achieve and maintain sales quota on a weekly basis. • Resolved escalated customer issues and ensuring we minimize wait times for queries related to orders and account management. • Escalated and managed customer issues related to account records, data input, access levels and ad hoc reports.• Triaged inbound support calls and email inquiries for assistance using multiple software platforms including Slack.• Achieved an average of 98% CSAT (customer satisfaction) goal each quarter for the department and maintained a 97% customer satisfaction survey rating. • Provide customer retention incentives to clients in the form of promotional discount codes and other compensation such as upgraded trial accounts. • Assist customers with existing orders and place new orders. Process returns and cancellations and or markdowns on orders. • Performed upselling techniques to increase average order values across physical and online-ordered products purchased in store. • Assist customers with portal access and password resets.• Assist customers with initiating claims and or follow up on an existing claim. • Create new reservations as well as service existing bookings ex: cancellations, reactivations, and refunds.

• On a monthly basis collect rent and other income, make bank deposits. Completed necessary reports for accounting. • Maintained tenant files and ledgers and completed necessary paperwork for recertification and prepared new move in preparations. • Drove financial performance of assigned area by ensuring sales and profit goals were achieved by completing necessary steps for make ready’s and completing monthly inspections. • Recorded and followed up on maintenance issues and oversee direction of maintenance and contract workers.

Answer phones placing orders for customers and or transferring to the correct department and setting up in house service calls Supervised CSRs and did new hire training for CSRsHosted 1 on 1 coaching Sessions Drove financial performance for assigned area

Monitor and score calls in order to be able to provide effective feedback. Inbound calls to assist customers with open enrollment. Performed timecard audits to ensure proper payroll processing.

Answer phones provide customers with technical assistance and general account configuration and account setupAccessing customer personal account information for billing assistance

Pulled and prepared patient files for doctor as well as scheduled and confirmed patient appointments and scheduled appointments for potential residentsReceived and posted payments along with reserving club house on needed basisAnswered phones, filed, prepared documents as needed