AWAJ Williams
@ajwilliams
I am a motivated customer service and technical support specialist focused on retention and process improvement.
United StatesWhat I'm looking for
I am a motivated, conscientious worker seeking positions where my skills, experience and knowledge will be an asset to your company. I have served as a Retention Specialist and Tier 1 Tech Support agent, resolving complex customer issues, de-escalating upset callers, and delivering high-quality service.
I collaborated with cross-functional teams and identified opportunities for process improvement that resulted in a XX % increase in efficiency, and I was recognized as a top performer for consistently achieving high sales conversion rates. I consistently met or exceeded individual performance metrics including call quality, average handle time, and customer satisfaction ratings, utilized CRM software to document interactions, and helped reduce escalations by XX% through phone troubleshooting.
Experience
Work history, roles, and key accomplishments
Retention Specialist
Focus Services
Oct 2024 - Present (10 months)
Collaborated with cross-functional teams to resolve complex customer issues and recommended process improvements that increased operational efficiency. Recognized as a top performer for high sales conversion rates while consistently meeting call quality and customer satisfaction metrics.
Tier 1 Tech Support
BlackBeltHelp
Jul 2021 - Aug 2023 (2 years 1 month)
Provided remote Tier 1 technical support, troubleshooting customer issues and reducing escalations to technical teams. Documented interactions in CRM and participated in ongoing training to maintain product knowledge.
Roadside Rescue Agent
Morley Companies, Inc.
Jul 2019 - Mar 2021 (1 year 8 months)
Handled remote incoming calls to dispatch roadside assistance, located customers via mapping systems, and coordinated with authorities for customer support. Trained new advisors on GM and Allstate protocols and was specialty-trained for EV and premium vehicle calls.
Auto Parts Assembler
Euclid Industries
May 2018 - Nov 2018 (6 months)
Assembled camshafts and performed component assembly to meet production and quality standards. Maintained safe work practices and documented assembly processes.
Residential Aide
Sheffield Bay
Jun 2017 - Dec 2017 (6 months)
Provided daily care and support to residents, assisted with personal hygiene and ADLs, and administered medications per schedules. Monitored vital signs, implemented safety measures, and collaborated with healthcare staff on individualized care plans.
Education
Degrees, certifications, and relevant coursework
Arthur Hill High School
General Studies
Completed general studies coursework at Arthur Hill High School in Saginaw, MI.
OUOhio Christian University
Business Management
Studied business management through Ohio Christian University's online program.
Elite C.N.A Nursing School
Nursing
Attended Elite C.N.A Nursing School for nursing training.
WUWayne State University
Liberal Arts/Criminal Justice
Studied liberal arts and criminal justice at Wayne State University.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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