Quiana Williams
Memphis
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
8
8
years of professional experience
2019
2019
years of post-secondary education
Work History
Customer Service Representative
Lowes Home Improvment
Memphis
12.2024 - Current
- Assisted customers with product inquiries and service requests.
- Resolved customer complaints through effective communication and problem-solving.
- Educated customers on product features and benefits to enhance their shopping experience.
- Processed transactions accurately using point-of-sale systems.
- Maintained product displays and organized merchandise in store aisles.
- Collaborated with team members to improve customer service processes.
- Trained new staff on customer service protocols and store policies.
- Followed up with customers to ensure satisfaction and encourage repeat business.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Identified opportunities for upselling additional products or services based on customer needs.
- Implemented innovative methods for streamlining the customer service process.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Collected deposits or payments and arranged for billing.
- Updated databases with new and modified customer data.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Promoted available products and services to customers during service, account management and order calls.
- Supported sales team members to drive growth and development.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Strengthened customer retention by offering discount options.
- Mentored junior team members and managed employee relationships.
- Oversaw warranty counseling process to manage expense controls.
Shift Leader
Wendys Restaurant
Memphis
08.2020 - 11.2024
- Supervised daily operations to ensure efficient food service and customer satisfaction.
- Trained new team members on restaurant procedures and customer service standards.
- Managed inventory levels, ensuring adequate stock of supplies and ingredients.
- Conducted team meetings to communicate goals and address operational challenges.
- Enforced health and safety regulations to maintain a clean work environment.
- Assisted in scheduling shifts to optimize staff coverage during peak hours.
- Collaborated with management to improve workflow and service efficiency.
- Handled customer complaints professionally, resolving issues to enhance experiences.
- Verified that cash drawers contained correct amounts of money during opening and closing shifts.
- Resolved customer complaints promptly and professionally.
- Supervised and led employees to maintain productivity and customer service levels.
- Provided exceptional customer service and maintained a positive attitude throughout the shift.
- Checked orders for quality and completeness.
- Maintained an organized work environment by delegating tasks to staff as needed.
- Delegated tasks to employees and monitored activities and task completion.
- Ensured staff was properly trained on all aspects of their job duties, including safety protocols.
- Inspected food preparation areas to ensure proper sanitation standards were met at all times.
- Monitored employee performance to ensure compliance with company policies and procedures.
- Supervised the cleaning of dining areas, restrooms, kitchen equipment, and floors in order to maintain a safe and sanitary environment for customers and staff alike.
- Adhered to all health code regulations while preparing food items for customers.
- Enforced safety guidelines among staff members in order to prevent accidents or injuries from occurring on the premises.
- Positioned skilled staff in key areas throughout shift to optimize department productivity.
- Upheld company standards and compliance requirements for operations.
- Managed inventory levels by monitoring stock levels, ordering supplies when necessary, and ensuring product quality was up to standard prior to use or sale.
- Confirmed accuracy of daily sales reports before submitting them to management for review.
- Managed daily workflow and scheduled staff for adequate coverage.
- Assisted general manager with operations game plan and company initiatives implementation.
- Analyzed sales data on a weekly basis in order to identify trends or opportunities for improvement.
- Participated in store-wide marketing initiatives designed to increase customer traffic or boost sales revenue.
- Reviewed time sheets for accuracy before submitting them for payroll processing.
- Monitored employee performance and provided feedback for improvement.
- Prepared variety of foods according to exact instructions and recipe specifications.
- Delegated work to staff, setting priorities and goals.
- Chopped and diced vegetables and fruits to stock fridge ahead of busy periods.
- Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
- Oversaw inventory and ordered ingredients to restock freezers, fridges and pantry.
- Monitored temperatures of prepared food and cold-storage areas.
- Helped management stay on top of supply needs by sharing information about low or spoiled inventory.
- Coached staff on strategies to enhance performance and improve customer relations.
Cashier
Family Dollar
Memphis
11.2022 - 04.2023
- Processed customer transactions efficiently and accurately at Family Dollar.
- Assisted customers in locating products and answering inquiries.
- Maintained cleanliness and organization of checkout area and store displays.
- Restocked shelves to ensure product availability for customers.
- Handled cash, credit, and digital payments with precision.
- Monitored inventory levels and reported discrepancies to management.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Accepted cash and credit card payments, issued receipts and provided change.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Collected payments and provided accurate change.
- Greeted customers and answered any questions they had about the store's products and services.
- Performed other duties as assigned by management.
- Helped customers find specific products, answered questions, and offered product advice.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Issued receipts, refunds, credits or change due to customers.
- Answered customer questions and provided store information.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Processed sales transactions to prevent long customer wait times.
CMA
Homestead Assisted Living
Wichita
04.2018 - 02.2020
- Assisted in patient care and daily living activities for residents.
- Administered medications and monitored vital signs for health assessments.
- Coordinated appointments and transportation for residents' medical visits.
- Maintained accurate patient records in electronic health systems.
- Educated residents and families on health management and wellness practices.
- Supported healthcare team in implementing care plans and procedures.
- Prepared exam rooms for patient visits by stocking supplies and ensuring cleanliness.
- Verified accuracy of medication doses before administering them to patients.
- Recorded patient medical histories and documented vital signs in electronic medical records system.
- Provided support to nursing staff in the delivery of care to patients.
- Answered telephones and responded to inquiries from patients regarding their healthcare needs.
- Processed prescription refills as directed by physician or nurse practitioner requests.
- Performed vital signs, such as blood pressure and temperature, on patients.
- Ensured all paperwork was completed accurately prior to submitting it for processing.
- Maintained inventory of medical supplies and ordered replacements when necessary.
- Educated patients about medical procedures, medications, diets and other health-related topics.
- Documented notes during patient visits.
- Cleaned and maintained medical equipment following procedures and standards.
- Secured patient information and maintained patient confidence by completing and safeguarding medical records.
- Contacted pharmacies to submit and refill patients' prescriptions.
- Answered phones, scheduled appointments, greeted patients and ordered supplies.
- Administered medications under physician's supervision.
- Changed dressings on wounds to prevent infection and check for healing.
CNA
St Francis Memorial Hospital
Wichita
01.2018 - 07.2018
- Assisted nursing staff with daily patient care and support activities.
- Monitored vital signs and reported changes to medical personnel promptly.
- Helped patients with personal hygiene and mobility needs efficiently.
- Provided companionship and emotional support to patients during recovery.
- Maintained cleanliness and safety standards in patient care areas diligently.
- Collaborated with healthcare teams to ensure quality patient care delivery.
Education
CMA - CMA
Allied Health
Wichita, Ks 01.2019 - 07.2019
CNA - CNA
Allied Health
Wichita, Ks 03.2018 - 10.2018
Centennial High School
Pueblo, COSkills
- Customer service
- Point-of-sale systems
- Product knowledge
- Complaint resolution
- Problem solving
- Organized
- Quick learner
- Punctual
- Ambitious
- Multitask
- Great with technology
- Efficient & quick with getting tasks done
Timeline
Customer Service Representative
Lowes Home Improvment
12.2024 - Current
Cashier
Family Dollar
11.2022 - 04.2023
Shift Leader
Wendys Restaurant
08.2020 - 11.2024
CMA - CMA
Allied Health
01.2019 - 07.2019
CMA
Homestead Assisted Living
04.2018 - 02.2020
CNA - CNA
Allied Health
03.2018 - 10.2018
CNA
St Francis Memorial Hospital
01.2018 - 07.2018
Centennial High School