Customer Service Project Management

STEVEN G. WILLIAMSON

**** ********* *****, ********, ** 41042 Cell 859-***-**** E-mail ***********@*****.***

I am a results-driven professional with thirty-five years of experience encompassing operations management, customer service/customer relations, and project management.

I have proven success managing large departments and developing employees into leadership positions through engagement, coaching, and driving accountability.

I work well in cross-functional groups and on project teams.

My career highlights include:

Creating and developing the Lockbox Command Center as a major support function for internal and external customers regarding research, data analysis, reporting, and problem resolution.

Driving FTE reduction projects while working to create efficiencies in production work flow.

Developing analytical tools that lead to the improvement in high speed equipment utilization, resulting in saving 741 labor hours per month.

Improving business relationship with USPS in Chicago resulting in both $46K annual savings for reserve boxes and stream-lining the process for opening boxes to reduce mail float for clients.

KEY SKILLS

Strong leadership and management skills with the ability to build effective work teams and drive accountability for production

Effective interpersonal and communication skills with people of diverse backgrounds and skill levels

Ability to develop Key Production Indicators Dashboards and use data sets for trend analysis / productivity tools

Highly proficient with computers utilizing the following software:

-Microsoft Office Suite

-Web Applications

-Wausau

-Integrated Search

-CRM (Oracle Siebel)

-OPS Studio Reporting

-Dashboard Reporting tools

-Workflow Applications

PROFESSIONAL EXPERIENCE

Fifth Third Bank Assistant Vice President Cincinnati, OH

Wholesale Lockbox Manager AVP 2017-Present

Manage internal team of 44 exempt and non-exempt employees for the wholesale lockbox department. Oversee productivity of Coforge Employees to ensure deadlines and quality / productivity standards are met

Mentor and develop supervisors in leadership, engagement activities, and work flow

Present Monthly Performance Departmental Review- recap quality, productivity, and financial performance; discuss leadership and engagement activities; review actions to address gaps, risks, & opportunities

Prepared Customer Dashboards with attention to their unique customer performance metrics

Drove 43% improvement in quality metrics of items processed over tenure from 58 defects per million to 33 defects per million

Project lead for key customer workflow change to improve productivity and efficiency within two departments while still maintaining customer expectations- created work team; established 3 possible solutions; thoroughly tested efficiency, timelessness, & quality; fully implemented

Command Center Manager AVP 2012-2017

Managing a team of subject matter experts performing customer service for external and internal customers including our Treasury Management team.

Assisting the CSC with escalated customer service issues and providing them with detailed resolution.

Providing research and analysis for our clients and Operations teams.

Distributing scorecards to our clients detailing our performance each month in relation to our quality standards.

Identifying process improvement opportunities by identifying trends and analyzing existing workflows.

Retail Lockbox Manager Assistant Cashier– various departments and shifts 1998- 2012

Daily management of payment processing operations which include up to 240 clients and 8 million payments per month.

Managed and developed as many as 120 employees while ensuring they meet stringent production and quality standards.

Consistently improved production and quality performance year after year for 14 years, including an increase of 26% in 2000.

Provided daily, monthly, and annual audit reporting to meet Sarbanes Oxley standards.

Conducted demonstrative tours for current and potential clients, cross-divisional audiences, and Future Bankers of America.

Managed on-boarding process for all new accounts including procuring IT support, instituting standard operating procedures, and ensuring smooth transitions for clients.

Actively participated in Community Service initiatives.

Red Lobster, Inc Cincinnati, OH

Manager 1996-1998

Managed training, development, and scheduling of all employees including supervisory staff.

Specialized in “front house” operations including customer service and issue resolution.

Set goals and developed sales contests to maximize profitability.

Built annual beverage revenues to $575,000; increased sales 10% and reduced costs 5% within three months

Screened distributors and ensured product quality of incoming deliveries.

Previous work experience in the Food/Beverage/Catering Industry showing increasing management responsibility from 1987-1996

EDUCATION

1991 North Kentucky University- Bachelor of Science in Business Management, Minor: Finance

2000 Fifth Third Bank Supervisory Training Program

2022 Lean Six Sigma

CAREER ACCOLADES

2000 Fifth Third Bank Supervisory Training Program

2004 Promotion to Assistant Cashier

2011 Promotion to Assistant Vice President

2016 Horizon Award Recipient

2017 Promise to Serve Award

2020 C.A.R.E Recognition

REFERENCES

Numerous employees mentored into leadership roles throughout Fifth Third Bank.

They would attest to my ability to develop strong process-driven leaders, my dedication & work ethic, and leadership style.

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