Admin

Khadejah Williams

Houston, TX ***** *****************@*****.*** 314-***-****

Professional Summary

Versatile and results-driven Administrative and Technical Support Specialist with over 10 years of cross-functional experience in client relations, operations management, and service delivery. Proven ability to lead customer-centric teams, optimize workflows, and implement scalable solutions that improve performance metrics. Adept at utilizing CRM and enterprise technologies to drive customer satisfaction, ensure compliance, and streamline support operations. Passionate about innovation, team leadership, and organizational excellence.

Core Competencies

Administrative & Operations Management, Technical Support & Troubleshooting, Client Relationship Management (CRM), Cross-Functional Team Collaboration, Project & Workflow Optimization, Escalation Resolution & Service Recovery, KPI Analysis & Performance Tracking, Microsoft Office, Citrix, Cisco IOS, Linux, Python, Cybersecurity Awareness & Data Compliance, Salesforce, Zendesk, ServiceNow (CRM proficiency)

Professional Experience

Transcat, Inc. - Administrative Coordinator / Client Service Representative Houston, TX July 2024 - Present

• Coordinate lab operations and client support activities, ensuring SLA adherence and PO compliance.

• Lead cross-functional communication to streamline service workflow, improving turnaround time by 20%.

• Utilize CRM and ERP systems to manage service tickets, documentation, and escalation tracking.

• Develop SOPs for service operations, enhancing collaboration between technical and customer-facing teams.

• Provide consultative support to enterprise clients on service capabilities, technical documentation, and billing.

Kelly Services - Team Lead (Technical Support & Operations) Houston, TX July 2016 - October 2023

• Supervised Tier 1 and Tier 2 support teams, ensuring adherence to KPIs for issue resolution and quality standards.

• Trained and mentored support personnel on product knowledge, troubleshooting methods, and soft skills.

• Collaborated with internal stakeholders to improve workflow efficiency, reducing resolution time by 30%.

• Managed performance reporting and escalated complex technical and billing issues for enterprise clients.

Customer Direct - Customer Service & Collections Specialist St. Louis, MO April 2013 - July 2016

• Handled inbound and outbound inquiries related to billing, collections, and account discrepancies.

• Achieved monthly performance targets consistently, maintaining a high customer satisfaction score.

• Maintained strict adherence to compliance and quality assurance standards. Beyond Care LLC - Administrative Assistant / Client Liaison St. Louis, MO June 2012 - September 2016

• Served as a key point of contact for clients in healthcare and insurance services.

• Improved operational efficiency by designing workflow processes and performance tracking systems.

• Managed sensitive data in accordance with HIPAA regulations and internal privacy policies. Education & Certifications

• Lindenwood University - AAS, Information Technology St. Charles, MO 2014 - 2017

• University of Maryland, College Park - Cybersecurity for Everyone Houston, TX 2023 - Present

• School of Style - Fashion Design Certification, Personal Stylist Certification, Menswear Stylist Certification St. Louis, MO 2018 - 2019

• Parkway North High School St. Louis, MO Graduated 2012 Additional Skills & Interests

• Software: Microsoft Office Suite, MacOS, Linux, Python, Citrix, CRM tools, Cisco IOS

• Soft Skills: Adaptable, Analytical, Empathetic, Collaborative

• Volunteer Work: Non-Profit youth support, free therapy access, art and design programs

• Creative Interests: Fashion Design, Painting, Music

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