Customer Care Manager

Curtis Dustin Williams

*** ******** **• Chattanooga, Tennessee 37415

Cell: 828-***-****

E-mail:******************@*****.***

SKILLS SUMMARY

11+ Years Customer Care Manager/Customer Service

Microsoft: Office Suite as well as applications systems

HR management

HR Software: Peoplesoft, Allscripts and Cerner Millennium software

Programming Languages: C#, Visual Basic

Business Plan Management

Office Management

Sales Management

CRM/Quickbooks

Training & Development

Salesforce

PROFESSIONAL EXPERIENCE

December 2016 – December 2017 – The Doubletree by Hilton, Asheville, North Carolina

Guest Services

· Check in guests and assist with any questions or special requests

· Handle night audit responsibilities including reconciling daily events

· Provide incredible Hilton level service the guests have grown to appreciate and respect

March 2016 – December 2017 - Innovative Courier Solutions, Arden, North Carolina

Office Manager

Demonstrate excellent interpersonal, organizational, and communication skills, and have proven to be goal-oriented, diligent and resourceful

Work with third party vendors to ensure seamless process delivery

Train and mentor other team members with project work and BAU enhancements

Interact with developers, business analysts, functional leads, and other members to support enhancements/projects, defect analysis, debugging and make recommendations as needed

October 2014 – May 2016 – Gannett Incorporated, Asheville, North Carolina

District Manager

Manage a team of over 25 carriers in order to ensure the highest quality of service

Provided best in class service to all customers and carriers alike

Guaranteed routes were filled with carriers to grant superior service

Provided IT support using company Help Desk via Microsoft SharePoint

Uploaded documents to company intranet site as necessary

October 2013 to October 2014 – Mission Hospital, Winston Salem, North Carolina

Health Information Management

Configuration of PeopleSoft payroll timekeeping system.

Manage primary medical systems such as Cerner Millennium, Allscripts, and PWEMR

Handled direct responsibility reporting for database record keeping systems via excel

Utilize the entire MS Office software and tools to provide the most efficient data and tools

February 2001 to April 2012 – AT&T, Charlotte/Winston Salem, North Carolina

Customer Care Manager

Repeatedly promoted during a 12-year tenure with in a highly competitive call center environment

Responsible for coordinating all office functions and supervising a team of 4 administrative professionals

11 years of sales and service management experience in a fast paced “marketing centric” environment

Developed efficiency-enhancing workflow/process improvements using software like QuickBooks that made it possible to budget

Decreased office expenditures 15% by implementing needed controls on stock/supplies and standardizing order process

Assisted in saving the company millions of dollars in fees and improvised response rates of direct marketing campaigns

Marketed AT&T products and services on a new level of customer satisfaction and delivery in a call center environment

Provided IT services to allow growth and production utilizing MS Works and multiple software platforms

Set-up and monitored spreadsheets of all DTC price points, product descriptions, and details to ensure consistency, and pricing

EDUCATION

Surry Community College, Dobson, North Carolina Advanced C# Programming

Forsyth Tech, Winston Salem, North Carolina Class of 2010 Marshall

Montreat College Adult Studies, Charlotte, North Carolina A.S., Business Management/Administration

Ashford University, Clinton, Iowa B.A., Healthcare/Business Management/Administration

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