William Bell Iii Email & Phone Number

Remote

Assisting customers in setting up their new products, features and services by providingconfiguration advice, training and problem resolution through the setup and installation process

Remote

Voluntary position to continue assisting customers during COVID-19 PandemicTransitioned from Consumer Support Call Center to Business Support Call Center Agent in June 2020 due to skillsetField a variety of incoming customer calls, delivering high quality solutions for customersHelp customers improve their banking experience and build customer relationships by recommending products and services that meet their banking needs through cross selling opportunitiesContinued striving for customer experience excellence by having & meeting metrics and expectations

Salem, New Hampshire

Worked closely with new and existing small business and retail customers to understand their financial needs, in order to build trusting relationshipsProvided recommendations and assist small business customers with a wide-array of financial solutions to satisfy their spending, saving and borrowing needsLeveraged problem-solving and strong communication skills to resolve customer issuesCollaborate with branch colleagues and partner with the Business Banking team to support and refer small business customers with more complex financial needsEnsure compliance with all financial policies, procedures and regulatory requirementsWorked towards outstanding performance by providing superior relationship banking and customer servicePresent a professional, friendly and helpful face with every interaction as the face of Citizens Bank

Hudson, New Hampshire, United States

Used active listening, empathy, and assumes ownership of customer issues through to resolutionCommunicates a professional sense of urgency, with various departments, in an effort to rectify customer issuesMinimized churn by strategically offering product bundles and price points that meet the needs of the customers' budget and business applications, including at times, expanding their product mix with ComcastProactively encourages retention by contacting clients at various high propensity churn points in their life cycle (i.e. 3-6 months prior to contract expiration, after successive service calls, etc.) to assure customer satisfaction and to re-contract and extend customer relationships where appropriateMeets or exceeds budgeted retention goals for all product linesToolbox for this role included strong problem solving and communications skills

Wilmington, Massachusetts

Consistently met and exceeded expected turnaround time for Workflow Manager queue requestsPartnered with the Business Government call center teams and sales teams to meet customer needs, generating revenue growth and resolve customer issuesHandled deployments of all sizes for private and public sector accounts; travelled throughout New England as needed in order to attend on siteWorked as both an onsite and remote employeeKept up on contract and promotional changes and worked with Operations and other internal departments to stay compliant and maintain a relationship with accounts.Followed up on requests sent from sales and customers regarding account maintenance requestsConducted on site and remote trainings for customers on products and services, including web-based service management, devices (tablets, smartphones, basic phones, and various accessories), Push to Talk service, iOS ecosystem, and moreAssisted customers, when requested, with integration of mobile devices/information into the platform of choice, necessitating my being Cross trained on a variety of 3rd party software and operating systemsHighly proficient in Microsoft Office (PivotTables and the like) and Google Suite/WorkspaceExtensive years in various sales and support roles building a foundation of customer focused operational experience. A drive to focus on customers, the needs of the business, and be an engaged consultant and problem solver

Wilmington, Massachusetts

Consistently met and exceeded expected turnaround time for Workflow Manager queue requestsPartnered with the Business Government call center teams and sales teams to meet customer needs, generating revenue growth and resolve customer issuesHandled deployments of all sizes for private and public sector accounts; travelled throughout New England as needed in order to attend on siteWorked as both an onsite and remote employeeKept up on contract and promotional changes and worked with Operations and other internal departments to stay compliant and maintain a relationship with accounts.Followed up on requests sent from sales and customers regarding account maintenance requestsConducted on site and remote trainings for customers on products and services, including web-based service management, devices (tablets, smartphones, basic phones, and various accessories), Push to Talk service, iOS ecosystem, and moreAssisted customers, when requested, with integration of mobile devices/information into the platform of choice, necessitating my being Cross trained on a variety of 3rd party software and operating systemsHighly proficient in Microsoft Office (PivotTables and the like) and Google Suite/WorkspaceHandled all prospective client correspondence, including emails and callsScheduled meetings with prospective clients and customersProvided outstanding customer serviceWas able to showcase product knowledge and address concerns of clients and customersPresented products to clients and at vendor fair/benefit fairs

Salem, New Hampshire

Assisted retail customers in account maintenanceProcessed equipment and service ordersMaintained in store Wireless Workshops for training customers on the use of their iPhone/Android equipment; offered both Basic and Advanced WorkshopsHelped to drive Retail to Business Sales Calls and order processingLed store to passing first internal audit in over 2 yearsAssisted in training new employees on internal systemsAssisted in monthly inventory

Salem, New Hampshire

Using consultative method, completes sales of cellular service plans and equipmentProcessed customer equipment and service upgradesHandled customer escalations with customer and company focused solutions.Assisted in trainings of new and existing employees on internal systems and processesProvided ongoing support for all facets of store operation, inventory, merchandising as well as broad range of operational functions including administrative cash management and inventoryEngaged customers and provided first contact resolution customer service, by assisting customers to resolve issues and respond to all inquiries in a timely mannerCleaned sales floor after closing

Salem, New Hampshire

Retail Store OperationsHandled customer escalations with customer and company focused solutions.Assisted in trainings of new and existing employees on internal systems and processesProvided ongoing support for all facets of store operation, inventory, merchandising as well as broad range of operational functions including administrative cash management and inventoryAudited store processes and operations for quality assurance to analyze store audits and compliance reports and identified operational gaps and implemented solutions. Worked with in store support to train on correct process for replacement devices, as well as a checks/balance system to ensure done correctly; created new organization method to ensure no more devices/accessories were on the sales floor than needed to reduce lost; trained sales team on appropriate processing to lower quantity of DOA devicesEngaged customers and provided first contact resolution customer service, by assisting customers to resolve issues and respond to all inquiries in a timely manner

Dover, Nh

Ordering food for classes & on-site restaurantManaged inventory and observing FIFO standardsMaintaining a clean Purchasing RoomAssisting with lesson plans for and covering the Purchasing classes

Cincinnati, Ohio Area

Cincinnati, Ohio

PC/Windows Office Suite/ prior typing training; team building exercises; conflict resolution training; organized daily activities & supervised children during summer/day camp on site and on field trips; assisted in filling brochure orders; also assisted in creating parts for items being sold

Associate Of Science (A.S.), Criminal Justice And Corrections

Associate Of Science (A.S.), Culinary Arts/Chef Training

Activities and Societies: Volunteer work for charity events; Worked for Externship Office; Post graduation, assisted chef in teaching.