Tanisha Williams
Mooresville
Summary
Customer service professional with over 15 years of experience in high-volume contact centers. Expertise in resolving complex issues and maintaining performance metrics in remote and hybrid environments. Proficient in CRM systems and multitasking, consistently delivering exceptional customer experiences. Strong communicator with a proven record of achieving quality and productivity goals.
Overview
18
18
years of professional experience
Work History
Contact Center Representative- Credit Card Service
TD Bank- Remote/Hybrid
Jacksonville
10.2025 - Current
- Managed high-volume inbound calls, resolving credit card inquiries and disputes to improve customer satisfaction.
- Provided accurate account information while ensuring compliance with security and privacy policies.
- Resolved customer concerns efficiently, maintaining high satisfaction and call quality scores.
- Navigated multiple systems and CRM platforms simultaneously in a fast-paced remote environment.
- Informed customers about products, services, and account features, contributing to enhanced customer experience.
- Exceeded performance metrics for call handling time, resolution rate, and quality assurance standards.
Office Administrative Assistant
You First Support Services
Jacksonville
01.2022 - 09.2025
- Provided administrative support through accurate bookkeeping, timely billing, and effective record management
- Manage calendars, schedule appointments, and coordinate meetings and interviews
- Screen calls and emails, ensuring timely and accurate communication
- Maintained organized filing systems to enhance document retrieval efficiency
- Supported daily operations by managing time effectively and multitasking across various responsibilities
Account Service Representative III
Crawford Contractor Connection
Jacksonville
09.2015 - 04.2022
- Managed high-volume inbound calls, emails, and chats in both remote and onsite environments
- Delivered professional and empathetic customer support, resolving complex issues
- Trained and mentored new hires on systems, policies, and service standards
- Utilized CRM systems to document interactions and track case resolutions
- Followed up with customers to confirm issue resolution and satisfaction
- Identified and implemented process improvements that streamlined workflows
- Collaborated with cross-functional teams to effectively resolve customer escalations
- Maintained performance metrics including AHT, quality scores, and customer satisfaction
Customer Service Representative
Venus Fashion
Jacksonville
08.2008 - 07.2015
- Recognized as a top performer for customer satisfaction ratings
- Achieved performance and response time targets, contributing to overall customer satisfaction
- Managed high-volume inbound calls and emails addressing orders, billing issues, and customer inquiries, ensuring timely resolutions
- Resolved billing discrepancies while accurately processing customer orders, enhancing customer trust and loyalty
Education
High School Diploma -
Florida State College
Jacksonville, FLSkills
- High-Volume Call Handling (Phone, Chat, Email)
- Billing & Account Support
- CRM Systems & Account Management
- Fraud detection
- Compliance adherence
- Performance metrics
- Remote support operations
- Multitasking & Time Management
- Microsoft Office (Word, Excel, Outlook)
- Conflict Resolution & De-escalation
- Team Training & Mentoring
Timeline
Contact Center Representative- Credit Card Service
TD Bank- Remote/Hybrid
10.2025 - Current
Office Administrative Assistant
You First Support Services
01.2022 - 09.2025
Account Service Representative III
Crawford Contractor Connection
09.2015 - 04.2022
Customer Service Representative
Venus Fashion
08.2008 - 07.2015
High School Diploma -
Florida State College