Pat Williams Email and Phone Number

7+ Years Customer Service 10+ Years IT generalist5+ years Film - various departments, Commercial, TV movie, Features, and TV Series.

Multi-talented individual currently pursuing a career in the film industry. Previous experience in Sound Engineering, working at concerts with sound and lighting, 10+ years of Conflict resolution in customer experience with eBay and Pacific Blue Cross. Trained in Six Sigma and Lean methodologies for Process Improvement . MPIO and Safety Awareness for film certified.

Cleaning on pre, post and hot sets on 60+ shows & features

Individual plans & Travel insurance June 2015 - 2017 • Selling Health plans & Travel insurance by phone • High sales percentage rate • Explained how the plans worked for new customers and how to applyGroup Services May 2014 - June 2015 • Coding application, termination, and change requests for external clients • High accuracy and production of coding; maintained and adhered to service levels • Project workCustomer Service Representative April 2011 - April 2013• Handling Medical & Dental claims from Health professionals such as doctor offices, and dentists to ensure claims and pre-authorizations are approved and processed.• Providing claim status, troubleshooting & complex billing advise and coverage amounts while doing administrative and directory work

Taking Tier 3 Retention & billing inquiry calls to maintain and keep valued customersAction accounts and provide excellent customer service.

• Taking escalations and resolving concerns from prominent accounts (top 10%)• Thinking outside the box while maintaining company policies and exceeding expectations• Acting as information source and advisor for supervisors and management• Fraud, safety, and corporate policy specialist for Top Buyer Department • Identifying areas for improvement and making positive and innovative contributions

• Tier 3 internal support for several countries including India, Manila, Philippines, Canada, US for identifying technical bugs and providing steps for resolution• Maintained list of global concerns and reported emerging issues to engineers and programmers• Provided support for CSRs regarding customer service tools and applications• Consistently rated as top specialist according to internal surveys• Used discretion in handling confidential material and sensitive customer concerns

• Developed internal database as a resource for eBay Australia Representatives to improve• Internal knowledge and teach soft skills by providing case studies and templates• Collected and analyzed performance data - reporting on areas for improvement and implemented measurable, and sustainable solutions• Handling multiple PayPal claims at once and efficiently making judgment calls based on multiple policies • Instructed and supported new and existing CSRs in groups and as individual coaching• Cross-trained in General Support and Trust & Safety divisions; varied concerns from basic accounting, site functionality, technical bugs, internet security, policy and fraud• Worked with the Business Unit to implement new policies, streamline workflows, and take escalations via senior management request • Tested new internal applications and provided feedback regarding efficiency • Nominated for and joined Process Improvement Team; trained in Six Sigma, Lean, and eBay specific organizational strategies• Consistently received top tier performance and improvement awards and bonuses

• Provided customer support via phone, online chat, and email for eBay Australia• Instructed members regarding 'how to' concerns and company policy• Handled billing issues including issuing credits and analyzing invoices • Supported customers in conflict situations (e.g. fraud and lost items)• Used variety of applications including research filters and account database tools• Ensured that accounts were updated according to established workflows• Used Macros and created templates to maximize on efficiency and communication standards• Quickly established reputation and professional rapport by learning quickly and providing quality support in all areas of the job

• Organized merchandizing floor; price tagging, display design, product placement• Trained in and supported multiple departments including - furniture, household items, fashion• Managed fundraising and donation collections• Exceeded sales quotas while providing exceptional customer service• Trained new hires in various departments

• Manifesting Waybills, Verifying Internet Shipment, Batching waybills for imaging (Memphis, West Coast, ANC & Economy), documenting said waybills at end of the night using a tracker, daily records maintenance, data entry and receptionist duties• Managed shipping and document approvals; communicated w/ clients, pilots, and Customs agents to ensure safe and successful transport

• Explored different European cities learning about cultures and people• Worked in hospitality industry in service based jobs (waitressing, bartending, clerk)• Built strong foundation of flexibility, customer service, and cross cultural communications

• Reception, D.S Agencies (Fashion; Restocked Bay, and Sears, entered orders & invoices • Performed accounting and inventory duties / calculated year end statements using Excel• Performed set up and tear-down duties for fashion shows

• Worked in teams and under the leadership of a directors / technical directors / managers• Created stage fixtures and rigged them to the scaffolding for scene changes• Worked on the sound board, and lighting boards for shows, changed lighting and gelsGaffer, Sound help, various concerts, and venues 1996 - 2005• Set up gear, including microphones, sound board, speakers, amps, and so on for concerts• Volunteered in schools, pubs, bars, concert venues for both paid and volunteer work