Peggy Williams
@peggywilliams
I improve customer service quality through audits, coaching, case management, and client support.
BelizeWhat I'm looking for
I'm currently an Associate Case Manager at LM Summary Services LLC, keeping client files current, providing case-status updates, answering questions, and scheduling attorney appointments.
I've built extensive customer service and quality assurance experience at Transparent BPO, where I conducted customer-interaction audits, delivered feedback, coached representatives, resolved customer concerns, and supported sales conversions. My background also includes insurance sales, call center quality monitoring, and retail sales support.
Experience
Work history, roles, and key accomplishments
Quality Assurance Analyst
Transparent BPO
Jan 2019 - Jan 2023 (4 years)
Conducted quality audits on customer interactions and delivered feedback and coaching to improve service quality.
Customer Service Representative
Transparent BPO
Jun 2016 - Dec 2019 (3 years 6 months)
Provided exceptional customer service, addressing inquiries and resolving concerns promptly, and managed complaints to ensure satisfaction.
Sales Representative
Transparent BPO
Apr 2012 - Jun 2016 (4 years 2 months)
Assisted in sales processes, recommending products to customers and increasing sales conversions.
Insurance Sales Representative
Clico Bahamas Limited
Apr 2006 - Jun 2006 (2 months)
Promoted and sold insurance products, identifying client needs and providing tailored solutions, and built relationships to ensure satisfaction.
Quality Assurance Agent
Ready Call Center
Oct 2005 - Jan 2006 (3 months)
Monitored customer service interactions for quality and compliance, and offered constructive feedback to improve performance.
Customer Service Representative
Ready Call Center
Jul 2005 - Oct 2005 (3 months)
Responded to customer inquiries and provided solutions to a variety of issues, maintaining professionalism while handling high call volumes.
Sales Clerk
James Brodie Company Limited
Jan 2004 - Jul 2005 (1 year 6 months)
Assisted customers in-store, guiding them through product selections and providing recommendations, and handled transactions and inventory.
Education
Degrees, certifications, and relevant coursework
Gwen Lizarraga High School
High School Diploma, Business Studies
Completed high school education with a focus on Business Studies.
Tech stack
Software and tools used professionally
Availability
Location
BelizeAuthorized to work in
Job categories
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