Roena Williams
Kingston,Jamaica
Summary
Highly energetic and driven sales representative constantly achieves revenue targets, exceeds client networks, and accomplishes company objectives with exceptional communication, interpersonal, and leadership skills. Manages zones with a structured and effective strategy to capture new clients to maximize growth opportunities. Follows up diligently on all leads and customers with professional and keen analytical abilities to generate new income streams.
Overview
10
10
years of professional experience
Work History
Credo Mobile
04.2025 - 01.2026
- Handling customer inquiries, resolving customer issues, promoting mobile plans and devices, meeting sales targets, and engaging with potential customers.
- Working within the CREDO Action team to run campaigns for progressive causes.
Sutherland Global
01.2019 - 01.2026
Lifetouch
03.2024 - 02.2025
- Providing information about our products, services, and order status.
- Using sound judgment to resolve order-related issues, supporting customers who need assistance uploading and preparing digital images.
- Ability to meet and maintain performance metrics for resolutions, CSAT, and QA.
- Document customer interactions internally for tracking and reporting purposes.
- Resolving issues using good judgment, sensitivity, and quick thinking.
- Providing feedback to Strategy and Management regarding engineering, product, marketing and operations teams related challenges.
- Participating in on-going training to maintain up-to-date knowledge of products and policies.
Air BnB
03.2021 - 12.2023
- Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including livechat, social platforms, messaging, and directly through the phone.
- Take end-to-end ownership of all assigned cases: ensuring a complete final resolution (or settlement, final decision, etc) is reached based on workflows & management guidelines.
- Fostering the relationship with our users along the way, and escalating accurately to other teams when appropriate.
- Demonstrate ownership mentality & good judgment as well as skill to question and deviate from the workflow when needed only through management approval.
- Be highly receptive to feedback from Management and Quality, and quickly adopt behaviors to improve the quality of your work.
- Understands multiple perspectives on a topic or situation, and able to evaluate and present multiple options for addressing a problem.
- Can be brought to engage more with senior stakeholders and to collaborate cross-functionally, with help from management.
Nordstrom and Nordstrom Rack
10.2019 - 02.2021
- Assisted customers remotely with inquiries about orders, products, returns, and account issues.
- Employees communicate via phone, chat, or email to provide support while maintaining Nordstrom's high customer service standards.
- This role requires strong communication skills, problem-solving abilities, and a reliable internet connection.
- Training is provided, and shifts may include evenings, weekends, or holidays.
Island Florals
01.2016 - 10.2019
- Supervise, train and assist employees like Sales Representatives and Retail Store Clerks in customer service, store maintenance and product promotions.
- Develop and maintain a schedule for employees and promotions centered on holiday sales and other cycles.
- Seek ways to better promote the store, the product line and service within the store.
- Maintain proper inventory levels, ensure stocking, implement purchasing plans and maintain contact with suppliers to ensure maximum efficiency in meeting sales goals.
- Implement cross-training of employees and Assistant Managers to maintain productivity at all times.
- Manage all controllable costs with a view to maintaining profitability.
- Ensure the store remains clean and presentable at all times.
- Hire and train as needed to ensure adequate personnel is on hand to provide outstanding customer service.
Education
B.A. - International Studies, Culture and Communication
The City College of New York
01.2012
Languages
- Spanish
- English
- Spanish
Timeline
Credo Mobile
04.2025 - 01.2026
Lifetouch
03.2024 - 02.2025
Air BnB
03.2021 - 12.2023
Nordstrom and Nordstrom Rack
10.2019 - 02.2021
Sutherland Global
01.2019 - 01.2026
Island Florals
01.2016 - 10.2019
B.A. - International Studies, Culture and Communication
The City College of New York