Microsoft Office
SHAMIR WILLIAMS
Belize City
Summary
Experienced professional with a strong background in customer relations, offering a unique blend of analytical and problem-solving skills to the talent acquisition field. Demonstrated expertise in identifying top candidates, streamlining hiring processes, and utilizing technology to optimize recruitment efficiency. Exceptional communication, relationship-building, and time management abilities ensure a seamless hiring experience. Collaborative team player who easily adapts to changing requirements, consistently driving results and fostering a positive work environment.
Overview
6
6
years of professional experience
8
8
years of post-secondary education
Work History
IT Technician
Ready Call Center BPO
06.2024 - Current
- Maintained office PCs, networks and mobile devices.
- Performed troubleshooting and repaired peripheral devices such as printers, cameras, scanners, CPUs, magnetic locks, televisions, switches and servers.
- Participated in planning sessions for IT projects, contributing technical expertise to ensure successful project outcomes.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
- Streamlined IT support processes, resulting in increased productivity within the department.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Completed detailed reporting on work activities, providing management with insights into IT operations and opportunities for improvement.
- Managed inventory of hardware and software assets, ensuring proper allocation and maintenance throughout their lifecycle.
- Corrected connectivity faults to restore user access to local networks.
- Reduced system downtime by proactively monitoring and addressing potential issues in a timely manner.
- Participated in on-call rotation to ensure 24/7 availability of technical support for mission-critical systems.
Customer Service Specialist
CustomerHD BPO
08.2023 - 06.2024
- Handled inbound calls to assist customers with inquiries, issues, troubleshooting and account management
- Resolved customer complaints by providing effective solutions and follow-up to ensure satisfaction
- Maintained a high level of product and service knowledge to provide accurate information to customers
- Achieved and exceeded KPI’s including customer satisfaction and 100% QA
Medicare Rep
Acquiro Ltd.
11.2022 - 08.2023
- Consistently achieved performance metrics, contributing to the overall success of the department.
- Enhanced member satisfaction by efficiently addressing and resolving Medicare-related inquiries.
- Found a Medicare plan that met their needs and aided them with the enrollment process
- Reviewed clients' health care plan and helped them evaluate their needs against the services and coverage they are eligible to receive
- Collaborated with healthcare providers to ensure accurate and timely leads processing.
- Demonstrated adaptability in handling diverse member needs while navigating regulatory changes within the Medicare landscape.
Call Center Agent
Ready Call Center BPO
05.2021 - 10.2022
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls
- Resolved customer issues promptly, ensuring satisfaction and loyalty.
Second Class Clerk
Attorney General’s Ministry: Vital Statistics Unit
12.2019 - 05.2021
- Carried out day-to-day duties accurately and efficiently
- Worked with customers to resolve problems, evaluate solutions and provide exceptional service Offered friendly and efficient service to all customers, handled challenging situations with ease
Packing Room
Ministry of Education: Exams Unit
05.2019 - 08.2019
- Performed duties in accordance with all standards, and guidelines to promote an efficient working environment
- Completed all paperwork, recognizing any discrepancies and addressing them in a timely fashion
- Conducted periodic audits of tool room inventory to maintain accuracy and prevent discrepancies.
Call Center Agent
Protel BPO
11.2018 - 05.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
Education
Associate of Science -
University of The People
Pasadena, CA 01.2025 - 08.2027
Associate of Science - Pure Mathematics
St. John's College Junior College
08.2016 - 01.2018
High School Diploma -
Edward P. Yorke High School
09.2012 - 06.2016
Skills
Teamwork and collaboration
Excellent communication
Customer service
Multitasking Abilities
Decision-making
Time management abilities
Organizational skills
Application installations
Network troubleshooting
Network security
Technical troubleshooting
Software
Microsoft Excel
Timeline
Associate of Science -
University of The People
01.2025 - 08.2027
IT Technician
Ready Call Center BPO
06.2024 - Current
Customer Service Specialist
CustomerHD BPO
08.2023 - 06.2024
Medicare Rep
Acquiro Ltd.
11.2022 - 08.2023
Call Center Agent
Ready Call Center BPO
05.2021 - 10.2022
Second Class Clerk
Attorney General’s Ministry: Vital Statistics Unit
12.2019 - 05.2021
Packing Room
Ministry of Education: Exams Unit
05.2019 - 08.2019
Call Center Agent
Protel BPO
11.2018 - 05.2019
Associate of Science - Pure Mathematics
St. John's College Junior College
08.2016 - 01.2018
High School Diploma -
Edward P. Yorke High School
09.2012 - 06.2016
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