Edward Williams
Franklin
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
10
10
years of professional experience
Work History
Remote Technical Support Senior Advisor
Apple Inc
06.2015 - 03.2019
- Directed daily operations of department, analyzing workflow, establishing priorities, developing standards and setting deadlines
- Processed and routed escalated customer service requests, ensuring efficient problem resolution.
- Responded to customer inquiries by researching and identifying solutions to technical problems.
- Helped streamline repair processes and update procedures for support action consistency.
- Demonstrated commitment to continuous learning in rapidly evolving software and technology landscapes
Customer Service Support
T-Mobile USA
09.2014 - 05.2015
- Maintained deep understanding of company services and products in order to offer most knowledgeable customer support.
- Determined ideal customer plan and feature matches by analyzing usage data and aligning with individual requirements
- Cultivated positive customer relationships by addressing general inquiries with professionalism and clarity
- Provided comprehensive support for payment and plan-related concerns, utilizing billing system expertise to achieve timely solutions
Financial Services, Retention
Venzon Wireless
11.2010 - 04.2014
- Maintained accurate records and adherence to policy when establishing debt repayment agreements based on customer financial analyses
- Employed advanced computer systems and automated tools to identify and monitor overdue accounts, ensuring data integrity
- Offered detailed explanations and guidance to customers experiencing account difficulties
- Managed time efficiently in order to complete all tasks within deadlines.
Claims Specialist
Asurion
09.2009 - 11.2010
- Efficiently managed claims processing and payments, ensuring accuracy, with designated authority levels
- Worked with claims adjusters and examiners to expedite processing in alignment with procedures.
- Followed up with insured individuals regarding premium and deductibles payments.
Education
High School Diploma -
Columbia Central High School
FranklinSkills
- Organizational development
- Policy analysis
- Data analytics
- Written communication
- Customer service
- Cross-functional coordination
- Compliance requirements
- Conflict resolution
Timeline
Remote Technical Support Senior Advisor
Apple Inc
06.2015 - 03.2019
Customer Service Support
T-Mobile USA
09.2014 - 05.2015
Financial Services, Retention
Venzon Wireless
11.2010 - 04.2014
Claims Specialist
Asurion
09.2009 - 11.2010
High School Diploma -
Columbia Central High School
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