Moneisha Williams

Stockbridge, GA adylsm@r.postjobfree.com 510-***-****

EDUCATION

Brooks College Sunnyvale, CA

Bachelor of Arts in Fashion Design GPA: 4.0 May 2003

Marinello School of Beauty Castro Valley, CA

Cosmetology October 2011

WORK EXPERIENCE

It’s Just Lunch LLC Client Service Manager 2018-2023

• Drove office culture, strategized, set goals, and collaborated with the service team to achieve and exceed service quotas and KPI

• Ordered supplies, tracked changes in client demographics, and managed and submitted responses to maintain online reputation (BBB, Google, Yelp). Conducted weekly communication audits (phone, text, email) to ensure Client Advisors, Elite matchmakers, and Membership Directors were within policy compliance.

• Maintained office revenue tracker, conducted daily and monthly revenue reconciliation, monthly financing audits, payment method updates, distributed RDA and lead reports, and responded to all charge-back notifications

• Interviewed, hired, and set up new employee training, oversaw Membership Director and Elite Matchmaker activities, managed Client Advisors

• Processed payroll and PTO requests. Managed policy and procedures, and conducted weekly team meetings, beginning-of-month advisor meetings, and quarterly reviews.

• Conducted daily lead tracking, match approvals, managed membership payments, resolved client relations, and oversaw client communication

• Conducted weekly, monthly, and quarterly membership audits, onboarded and managed the new client enrollment process, evaluated and interviewed potential transfer clients, and conducted contractual in-person client interviews

• Processed membership extensions, transfers, and cancellations, and represented the company in small claims court, resulting in a 12-0 judgment victory

Bootstrapper Restaurant Shift Manager 2010 - 2018

• Ensured excellence in guest satisfaction throughout the team by providing a clean restaurant, fresh meals, friendly interactions, and applying solution-oriented problem-solving skills to resolve customer inquiries promptly

• Oversaw, trained, and scheduled staff in shifts to ensure compliance and boost productivity levels

• Monitored and developed team member performance; provided coaching and evaluations, recognition, and awards

• Arranged and facilitated all staff meetings to include safety and team updates

• Processed payroll, maintained inventory, and ordered food, kitchen, storage, and linen supplies

• Reconciled and analyzed sales reports to identify new areas of opportunity to drive customer interest and conversion

• Arranged and facilitated all staff meetings to include safety and team updates

• Led the organization and set up to generate additional business using loyalty programs, customer reviews, newsletters, social media, and showcasing updated menus via a third-party restaurant app.

Peet’s Coffee (Home Office) Senior Customer Advisor 2015 - 2018

• Built and maintained business relationships with clients by providing prompt and accurate service

• Resolved 150+ customers inquiries through various channels in relation to subscription management, order placement, and retail service experience (inbound/outbound calls, email, social media, and live chat)

• Utilized DAX systems and Zendesk effectively and updated accounts accordingly to ensure accurate records

• Trained seasonal employees to ensure procedural and product knowledge

• Introduced new teas through workshops and conducted quarterly corporate tastings upon completion of one-year mentorship with the company Tea Master

• Planned and executed up to 25 office parties and off-site team-building events

• Created and submitted purchase orders and daily deposits

Doubletree Hotel & Executive Meeting Center Senior Executive Assistant 2008 - 2010

• Answered multi-phone line, created and submitted purchase orders and deposits

• Collaborated with operations and sales team when necessary to ensure a positive client experience

• Utilized Delphi/Citrix effectively and updated bookings and accounts accordingly to ensure accurate records

• Created and distributed banquet event orders communicating essential information and details to operations departments concerning groups and events to ensure successful execution and service

• Collaborated with the Director of Catering to organize bridal fairs; liaised with wedding planners and bridal vendors

• Independently coordinated smaller group meetings

Jenny Craig Inc. Program Director 2006 - 2008

• Collaborated with clients to design a nutrition and fitness plan to aid in healthy weight loss and lifestyle goals.

• Utilized strong communication and relationship-building skills to identify client needs and guide them toward the most suitable membership, resulting in a 38% increase in client retention

• Independently engaged and set appointments with previous clients by accessing the archived database, resulting in a 25% return in client enrollment and consistently exceeding monthly sales expectations

• Verified and recorded inventory, investigated discrepancies, and adjusted errors accordingly

• Directed staff meetings and organized off-site team-building events

• Maintained and updated client paper and digital files to ensure accurate records

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