COLLICE WILLIAMS

248-***-**** ad1v4e@r.postjobfree.com

Warren, MI 48088 linkedin.com/in/collice-williams-b330b564/

SR. OPERATIONS/CUSTOMER SUCCESSS MANAGER

Hardworking and analytical Operations Manager with expert skills in communication, cultural diversity/sensitivity inclusion, Human Resources, quality, training and instructional design, conflict resolution and client relationship management experience for the purpose of building up and maintaining a first in class call center that focuses primarily on the customer experience. Core Competencies:

Excellent Communications Self-Starter Time Management Leadership Management

Cultural Diversity Training Team Player Problem Resolution Critical Thinking

Corporate Training ACS Reporting RM Reporting Project Management

Project and Application Design Workforce Analysis ISO Processes Human Resources

SOW Creation QBR Presentation Process Creation Product Ownership

Medical Insurance Billing Manufacturing Logistics Process Improvement

Forecasting Data Analysis CRM Management

TECHNICAL SKILLS

Microsoft Office, Microsoft Windows, AS 400, Excel, WordPerfect 5.1/6.1, PowerPoint, Access, Call Center, Filing/Editing, Avaya, Microsoft Dynamics, Stella Connect, Microsoft Dynamics, Tableau, Salesforce, NICE, SAP, Oracle, Google Sheets, Hub Spot, Ring Central

EXPERIENCE

Micro-Tech Endoscopy 4/2023- Present

Customer Care Manager

Medical device manufacturing company servicing hospitals, private practice and ambulatory surgical centers. Responsible for leading a team of 8 who is responsible for delivering concierge level customer service to both internal and external customers.

Developed quality program to measure call quality/performance measurement.

Created and established processes and KPIs as agreed upon by executive leadership team.

Responsible for talent acquisition within the department.

Forecasting, CRM/Database maintenance, Data Analysis, Report Trends

Ongoing continuous process improvement analysis and execution

Daily logistics reconciliation with Warehouse and Supply management team

Cross functional training with supply teams for stronger interdepartmental collaboration

CARVANA, LLC 10/2022-04/2023

Regional Manager

Responsible for 4 offices located in Michigan, Wisconsin and Oklahoma. Led 15 team members who was responsible for ensuring new vehicle transport across the United States for customer pickup/possession. My team was also responsible for ensuring all paperwork associated with new vehicle title and registration was completed and registered within 15 days of customers taking possession of their new vehicle in their respective states.

Developed quality program to ensure 98% accuracy rate with title and registration paperwork in the state of Michigan.

Developed quality program to ensure 99% accuracy rate with title and registration paperwork in the states of Wisconsin and Oklahoma.

Completed logistics scheduling for vehicle transport from Georgia, Nevada, California and New York to customers perspective vehicle pick up locations.

Performed weekly audits to ensure all points of safety for vehicle vending machines were being followed accurately.

Responsible for meeting with local DMV officers to understand errors in order to stay compliant within respective states.

Responsible to talent acquisition and constant uptraining for veteran employees.

STOCKX 12/2020 – 6/2022

Sr. Global Quality Assurance Manager/(Customer Service)

Position Eliminated

Established call center criteria. Led team to provide insights by evaluating trends; establishing critical measurements, global compliance and Managed/Coached/Motivated Customer Service Reps for Quality Assurance/Quota. Designed systems, accumulated resources, resolved problems, implemented change. Performed Data Analysis/Report Trends/Time Management.

Provided leadership and oversaw training to team leads/assistant team leads in the areas of coaching, development, training and Diversity and Inclusion.

Contributed to ongoing and continuous improvement to training, knowledgebase programs for customer service department in the North America Region. (3 call centers)

Developed and oversaw call center quality evaluation program globally for call centers in the United States, Europe, and South America. (8 call centers)

Proactively identify, escalate and managed risks and issues to ensure cost effective timely delivery of monitoring functions to ongoing projects.

Aligned monetary resources. Developed action plans, measured and analyzed results, initiated corrective action, minimized the impact of variances.

Lead continuous transformation efforts integrating day to day performance and continuous improvements in operational functionality.

Prepared administrative reports required by the Executive Leadership Team and funding sources.

Ensured Key Performance Indicators (KPIs) were Met and Maintained.

Performed Talent Acquisition for customer service which included recruiting, interviewing and final decision making for hiring and onboarding new hire classes. Developed and implemented the new hire training program.

Quarterly QBR development and facilitation.

Cross functional collaboration with global partners

PERCEPTA (Ford Motor Company), Allen Park, MI 02/2016 - 08/2020

Sr. Operations Manager -FordPass

Position Eliminated

Worked in start-up phase to establish operational strategies by evaluating trends, establishing critical measurements. Determined production, productivity, quality, and customer service strategies. Resolved problems; implemented change; developed action plans; measured and analyzed results. Initiated corrective actions and minimized the impact of variances while working to meet KPIs. Project Management

Managed performance issues while coaching and motivating 70-80 customer service agents (Guides) for quality assurance per SOW standards negotiated between Percepta and Ford Motor Company.

Collice Williams ad1v4e@r.postjobfree.com Page Two

Worked with call center director and program manager in maintaining the ongoing client relationship, contact, documentation and maintained high client satisfaction, ensuring Percepta compliance with Service Level Agreement (SLA) terms and conditions.

Actively managed the performance development and review process for all direct reports. Provided feedback on ongoing bases to all accountable staff members. Identified growth and succession planning opportunities for staff.

Lead operational strategy for customer service department.

Workflow design creation and continuous development and improvement.

Created and developed continuous operational roadmap

Identified growth and succession planning opportunities

Strategic operational road mapping for employee retention and employee engagement.

Conducted skip level meetings for employee satisfaction and management team development.

Facilitated ISO meetings to achieve maximum efficiency and processes with both Ford client and Percepta Program Manager.

Managed consumer satisfaction monitoring through reviews of actual Voice of the Customer surveys.

Reviewed workforce analysis for shift bids and customer call center staffing. Hired and trained employees.

Conducted team communication, demonstrations and team building.

Metrics driven performance

Quarterly QBR development and facilitation.

WALGREENS, Canton, MI 05/2014 - 02/2016

Operations Support /Call Center Supervisor

Managed, coached, analyzed and motivated 10-17 Customer Service Reps for Quality Assurance/Quota and to ensure KPIs were met and maintained. Managed resource allocations to adhere to department budget.

Hired and Trained New Employees. Trained department of 90 employees for new system implementation.

Effectively maintained the merit and bonus scores for team.

Monitored Customer Satisfaction levels using Ipsys.

Attained Call center service level of 90%, the highest amongst four sites and setting the best record in the eight-year company history, shattering the previous record of 82%.

Supervised insurance claims billing team for Blue Cross Blue Shield, HAP, Meridian

ADDITIONAL RELEVANT EXPERIENCE

GENERAL MOTORS, Warren, MI

Communications Supervisor/Operations

JUST ENERGY, Southfield, MI

Call Center Manager

VERIZON WIRELESS, Southfield, MI

Call Center Supervisor/Tech Support

EDUCATION

Master of Business Administration (MBA), Business Leadership, Baker College Online Graduate Studies, Flint, MI Graduation Date: 6/2024

Bachelor of Arts (BA), Marketing, Baker College, Auburn Hills, MI

Graduation Date: 6/2010

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