Customer Service Fulfillment Associate

Teneesha (ten) Williams

***.*.********@*****.*** 704-***-****

Passionate Team Leader exceeding customer expectations. Oversee the entire service delivery lifecycle from onboarding to resolution, optimizing workflows, and driving continuous improvements. Empowered and guided service operations and fostering a culture of ownership, collaboration, and excellence. Experienced internal/external Customer Support and Operations with 10+ years of supporting others. Managed cross-functional teams, handing financial and technical functions, and expertise in developing and maintaining standard operating procedures.

Key Competencies

●Customer Service & Support.

●Application Support.

●Project Coordinator activities.

●3+ Active Directory.

●Azure AD.

●3+ ServiceNow ticketing system.

●MFA (Multifactor Authentication/Okta).

●Single-Sign-On (SSO).

●User Acceptance Testing (UAT).

●Operations Support.

●On/Off-boarding activities.

●Microsoft Office/O365 Admin support.

●Participation in Risk and Audit projects.

●On/Off-boarding activities.

●Creating & Maintaining Access Management SOP’s.

●Conduct group and individual training activities.

Professional Experience

JELD-WEN Inc. 2020 - 2024

Identity Access Management Lead and Trainer

Managed user access administration, including account setup/deletions, user and system account provisioning and entitlement setup for crucial systems and platforms.

Maintained Active Directory, Developed Role Groups for automated assignments, created Request templates to assist users modify/add permissions, created & maintain Security groups and individual user profile accounts, created and monitor Service Accounts and developed onboarding processes.

Maintained Azure AD and Office 365 Admin (e.g., administration/creation of Shared Mailboxes, Distribution Lists, individual mailboxes, email forwarding and auto-replies, and troubleshooting O365 issues.

Assisted with the administration of Multifactor Authentication (MFA) and Single-Sign-On (SSO) via OKTA.

Developed and trained less experienced IAM Team members.

interviewed Senior Leadership, SME’s and IT support to develop automated workflow and managed process improvements for enhancements with current systems in place.

Responded and resolved (SCTASK) and Incident (INC’s) tickets through ticketing queues within ServiceNow, while maintaining SLA/OLA compliance.

Developed in collaboration with Corporate IT, and other Operational teams to define and implement processes (SOP’s) for user and system account provisioning with a goal of improving the user experience.

Maintained highest compliance in all assigned tasks. Assisted with onboarding Asset management and distribution of equipment during the onboarding process and maintained a 24 hour turn time during COVID restrictions.

Incorporated process changes and updates into the Standard Operation Procedures in SharePoint.

Participated in User Acceptance Testing (UAT) for new IAM capabilities.

Respond/investigate and provided reporting to requests from audit with direction from Management.

Compucom, NC 2017 - 2020

Technical Service Desk Lead Support Specialist

Diagnosed and troubleshoot 50+ end-user desktop application issues and create/document Incident Tickets within the ServiceNow ticketing system.

Lead and manage service teams providing guidance and direction.

Developed and implemented service delivery processes and standards.

Provided timely resolutions to problems and escalations on behalf of the customer, and provided training and administrative support to assigned Accountants.

Provided case status updates to management and end-users per Service Level Agreements (SLA)

Developed, documented, and implemented Operating procedures and Customer Service guidelines relating to user, team, and remote support.

Provided training to new employees and internal/external clients on technical issues. Backup Tier 2 (Lead) for third party maintained by customer, however provided lead backup for customers.

Oversaw the account management and maintenance for various applications (e.g., creates or modifies user Accounts/permissions, Active Directory, Exchange administration and performs Administrative Assistance for new hire on-boarding)

Provided weekly, monthly management reports for analysis and trends for Incident Management support.

Provided Project Management activities for upgrades and rollouts of applications.

Wells Fargo, Charlotte, NC 2015 - 2017

Treasury Service Specialist

Directed day to day operational tasks for 112+ assigned portfolios including on-boarding, training and resolved daily customer technical issues.

Performed in-depth account analysis related to consumer and business within assigned accounts, ensure banking policies are followed, and assist in recovering losses.

Resolving client issues; acting as a liaison between bank operations, sales officers, vendors, and relationship managers to ensure the delivery of quality service and to meet client needs.

Performed analysis to identify trends to ensure compliance, identify exceptions to recommend products, procedures or services that may streamline the client's interactions.

Trained junior level associates to ensure optimal delivery of products and services, attend on-site client visits to better understand the business and deliver service reviews.

Coordinate with Sales Consultants and Relationship Managers to recommend Treasury Management products and services that will enhance the customer experience.

LPL Financial, Charlotte, NC 2013-2015

Technical Support Representative

Provided technical support to Financial Accountants having compatibility issues between operations systems and/or computer browsers and various financial applications.

Documented incident related notes within a Siebel tracking database, identified technical market trends, and acted as an Administrator and testing analyst for various applications.

Trained Financial Advisors on various financial/billing systems, ensured confidentiality regulations were followed, and creating detailed training materials.

Professional Experience Continued:

Systems Maintenance Services, Charlotte, NC 2012-2013

Service Delivery Coordinator

Played a lead role in supporting various client partners (international and domestic) with a focus on handling service tickets and updating clients on ticket status.

Maintained an expert level knowledge of service level agreement standards, performed account maintenance within a single-point application, and assist with onboarding activities.

Assisted with testing strategies including writing test scripts and helped with regression testing.

Wells Fargo, Charlotte, NC 2009-2011

Application Support Specialist

Directed the management of a risk-based application used by members of senior management and 300 staff members throughout the Wells Fargo Securities department.

Lead application related modifications and/or technical issues in addition to leading internal audits/testing.

Project Coordinator for a large-scale computer upgrade project which affected approximately 350 staff members.

Business Systems Specialist 2001-2009

Supported an internal risk-based application which is used by approximately 300 personnel members in addition to assisting the Assistant Vice President with account management functions.

Maintained positive relationships with senior leaderships teams, users, and vendors with a focus on improving customer satisfaction, created monthly/quarterly reports, and performed weekly audits.

Instrumental in an upgrade from a desktop to web-based systems which resulted in the elimination of $3,000 in monthly server costs in addition to increasing response time from 72 hours to 24 hours.

Education

East Mecklenburg High School, 1995

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