Call Center Operations Administration and Reporting Project Mana

Shawna Williams

Goodyear, AZ ***** 253-***-**** ************@*****.***

A talented leader with a record of delivering results in developing and mentoring employees, cross-functional relationship building, and a passion for customer experience. Proven ability to establish, communicate with & cultivate productive relationships with top executive-level decision-makers at all corporate levels. Key individual contributor to multiple projects and new system implementations. Such as but not limited to a new POS system, e-commerce platform & contact center build. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing excellent communication skills, and talent for spotting areas needing improvement and implementing changes with a strategic approach.

Accomplishments

Supervised team of 25+ staff members of customer service

Achieved 40% reduction in cost by analyzing voice of customer data and collaborating with internal & external partners on changes to reduce risk.

Collaborated with internal team of 10+ in the Product launch of Microsoft Prism (POS).

Engage in stakeholder collaboration to foster strong relationships with partners at Samsung, Costco, AT&T, Sprint, T-Mobile & Verizon

SKILLS

Call Center Operations

Administration and Reporting

Project Management

Critical Thinking

Enterprise Applications for financial management, and supply chain

Performance Tracking and Evaluations

Hiring and Onboarding including Turnover Minimization

Process Development and Streamlining

Sales and Back Office Sales Management

Conflict Resolution

work history

Sr. Customer Service Lead, 08/2017 to January 2023

Promoted to Acting Customer Service Manager June 2022

Wireless Advocates, LLC – Seattle, WA – Successfully working remote since March 2020

Managed the day-to-day operations and strategic direction for a Call Center of 20+ agents.

Staffed development and training at all levels, including hiring, permanent and seasonal employees, regular performance reviews, skill development for current and future promotion opportunities, and terminations.

Managed relationships with 3rd party vendors to meet Service Level Agreements

Oversaw development and documentation of training materials for departments.

Project Sponsor and Key Subject Matter Expert for several capital projects, balancing the company’s needs with being the voice of the customer.

Resolved customer complaints while prioritizing customer satisfaction and loyalty.

Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.

Followed through with client requests to resolve problems.

Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.

Exceeded team goals and collaborated with staff members to implement customer service initiatives.

Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals.

Completed special projects by using effective decision-making, critical thinking, and time management skills.

Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.

Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.

Conferred with sales teams and team leaders to communicate targets, boost revenue, and improve promotional strategies.

Developed documentation and logs of implemented solutions and generated and submitted reports.

Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status.

Implemented a training program for telephone skills and order processing.

Developed and implemented a training program for the new order management system.

Analyzed and provided daily and monthly reports to executive management teams.

Monitored work performance and provided coaching and mentorship to Contact Center Agents

Sales Leadership and Trainer, 04/2016 to 08/2017

Atmosphera Global – Tacoma, WA

Provided positive first impressions to welcome existing, new, and potential customers.

Engaged with customers to effectively build rapport and lasting relationships.

Answered customer questions regarding sizing, accessories, and proper care for merchandise.

Trained and developed new hires in company processes, product knowledge, customer service, and selling techniques.

Boosted sales by conferring with customers to evaluate purchase requirements and recommend best-fit company offerings.

Worked alongside retail representatives to enhance product presentations and advertising collateral.

Regional Director/Case Manager/Certified Care Mgr., 10/2010 to 10/2015

ApexCare – Fairfield, CA

Helped patients receive appropriate, high-quality care with reasonable results.

Partnered with physicians, social workers, activity therapists, nutritionists, and case managers to develop and implement individualized care plans and document patient interactions and interventions in electronic charting systems.

Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations, and procedural costs.

Evaluated treatment plans against individual goals and healthcare standards.

Increased referral rates by providing excellent service and building meaningful relationships with patients and caregivers.

Managed support services and fostered communication among social workers, therapists, hospital staff, and patients.

Consulted with clinicians to devise and manage ongoing care plans for at-risk patients.

Increased referral rates by providing excellent service and building meaningful relationships with patients and caregivers.

Additional Skills & applications

Enterprise Applications like SAP and JDE

CRM

Ivanti-Web Desk- Ticking System

ECOM Ordering Fulfillment

QMetrics

Converge Order Management

Back Office Management Systems

Verbal and Written Communication

Time Management

Technical Proficiency

Customer Experience

Customer Care

Handling Escalations

Invoicing

Xtraction – reporting tool

Finance & Operations back office

Link Training

OPUS/OMNI/QUIKVIEW – Partner POS

Rebate Management Systems

Appointment Management

Operational Standards

Call Center Operations

Account Relationship Management

Critical Thinking

Policy Enforcement

Team Goals

Evaluations

Team Building

Education and Training

American River College Sacramento, CA Human Services

Yakima Valley College Yakima, Washington Business Administration

Sacramento County, Sacramento, CA

Supervisory & Adult and Child Protective Service Training (262 Hours)

Sexual Harassment Training

Diversity & Sexual Harassment Prevention for Supervisors Training

Diversity in the Workplace Training

Supervisory Principles and Progressive Discipline Training

Performance Management Training

Risk Assessment Training

Communication Skills for Supervisors

Work Experience

Acting Customer Service Manager

Wireless Advocates LLC

Seattle, WA

7/22-1/23

Sr. Customer Service Lead

Wireless Advocates LLC

Seattle, WA

8/17-7/22

Sales Leadership and Trainer

Atmosphera Global

Tacoma, WA

04/19-8/17

Case Manager/Cert. Care Manager/Regional Director

ApexCare

Fairfield, CA

12/10-10/15

Field Supervisor/Field & Staffing Supervisor/Recruiter

AccentCare

Concord, CA

7/05-7/09

Office Manager

IT Guys

Vallejo, CA

10/03-6/05

Lead Admin Asst.

Joreal Health

Vallejo, CA

10/03-6/05

Office Manager

All State Glass Center

Martinez, CA

09/02-10/03

Admin/ Customer Service/Sales Senior

Best Buy

San Francisco, CA

03/01-09/02

Family Service Supervisor APS/ IHSS

County of Sacramento, DHHS

Sacramento, CA

04/00-03/01

Family Service Supervisor CPS

County of Sacramento, DHHS

Sacramento, CA

11/97-04/00

Family Service Worker I & II

County of Sacramento, DHHS

Sacramento, CA

09/89-11/97

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