Denise Williams

E-mail: actesr@r.postjobfree.com

Home/Cell: 336-***-****

Dedicated customer service leader with 5+ years of experience - in customer care environments. Consistent improvements to the bottom line and turnaround of underperforming operations. Respected builder and leader of customer-focused teams within financial services, telecommunication, and IT Networking environments.

Plan, schedule, conduct, report and close quality audit activities - by engaging with global stakeholders. Audits are conducted to assess compliance with applicable SOPs, regulations/guidelines, and customer requirements.

Areas of Expertise

Customer Service Management

Complaint Handling & Resolution

Conflict management/Organizational

Vendor Relationships

Team/Project management

Analytical & Trend Analysis

Teambuilding & Training

Operations Oversight

Risk Management

Professional Experience

Project Specialist Industry: IT Networking

Senior Compliance Quality Analyst 2012 – Present

Convergys, Research Triangle Park, NC (Client: Cisco Systems)

Evaluate audit findings and conduct observations related to customer, business, and compliance impacts via Avaya (CMS), Verint – improved client satisfaction from 86% to 92%.

Primary point of contact and Subject Matter Expert (SME) for technology stakeholders; namely, vendors, managers, and analysts in the areas of operational procedures around call quality and software guidelines from application to delivery.

Consult with business operations partners and project teams to recommend appropriate implementation strategies that typically impact people, process, and compliance.

Project Specialist for Global Awards & Recognition program – improved utilization growth from 25% to 100% with a budget allowance over $5K.

Recommend and collect changes to policies and procedures for continuous improvement in call handling practices while maintaining alignment within program scope.

Manage initiatives, less experienced team members 4-5 audit staff associates, and processes that ensure effective implementation within appropriate timelines and quality expectations.

Utilize social networking techniques for collaboration with others; develop and publish blogs and documents - via Jive software - Personal Blog posts ranked amongst the 1,000 most viewed Employee Communities’ content

Design and standardize service support of global business documentation processes via Excel spreadsheets and Smartsheet software; Present performance metrics graphic results by PowerPoint.

Denise Williams

E-mail: actesr@r.postjobfree.com

Home/Cell: 336-***-****

Page 2 (continued)

Professional Experience

Supervisor/Team Manager Industry: Telecommunications

TWC, Morrisville, NC 2009 – 2012

Coached a team of 12-16 customer care agents in ways to perform consultative needs analysis with clients for the purpose of marketing client-centric product solutions.

Produced, wrote, and delivered 60-day metrics-in-motion presentations to senior management showcasing team’s successes, opportunities, and ideas.

Educated agents about sales strategies resulting in a team performance ranking of Top 3 out of 23 total leaders within the center - winning “Best Supervisor” Service Excellence Award.

Organized and oversaw a variety of HR functions to include: benefits, payroll, and attendance through PeopleSoft system; Governed employee relations, staffing, termination, and corrective action plans in addition to the documentation of both 90-day and annual performance reviews.

Monitored agent call quality performance by means of Witness Call Monitoring System.

Supervisor/Team Manager Industry: Financial Services

Greene Resources, Raleigh, NC 2008 - 2009

(Contract employment – clients: Fidelity and CESI)

Supervised the daily activities and professional development of 10-15 health care and financial services customer service consultants.

Instituted S.M.A.R.T goal standards to coach employees toward high performance and success.

Documented and maintained reports related to discussions and feedback provided by customer and presented reports to appropriate department to enable further improvement in products/services.

Financial Consultant

TIAA-CREF, Charlotte, NC 2006 – 2008

Performed objective suitability conversations and analyzed data with clients in regards to investment opportunities, risk analysis, borrowing needs, and monetary returns - $250,000 - $500,000 mid-level net worth clients.

Researched mutual fund performances via investment tools such as Reuters, Net Exchange Pro, or Market Watch; licensed to sell NC Life, Accident, and Health Insurance, mutual funds and annuities (Series 6 & 63).

Education and Training

University of North Carolina - Greensboro (UNCG)

Earned Bachelor of Arts, Communication Studies / Concentration: Organizational Communication

Development Dimensions International (DDI) Courses: Essentials of Leadership, Leading Change, Coaching for Success and Improvement, Behavioral Interviewing, Communication Styles, Making Informed Decisions

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