Customer Service Manager with 12+ Years Leadership
Resume:
SHELLEY
WILLIAMS
Customer Service Manager
SKILLS
• Customer service
• Training employees
• Financial operations
• Inventory
• Marketing strategy
• Microsoft Office
LANGUAGES
• English
SUMMARY
Top performing Customer Service Manager with 12+ years. Seeking employment that will enhance my professional skills while taking advantage of opportunities for advancement to supervisory or management-level
positions.
EXPERIENCE
Mar 2020 — Dec 2025
Quality Control Manager
Amazon Warehouse, Hagerstown, MD
Works with the warehouse to ensure correct and accurate receiving and shipping of goods. Responsible for the setup and maintenance of the pick and storage locations to ensure proper utilization of space. Coordinates and performs daily cycle counts to maintain the overall accuracy of the inventory.
Led quality initiatives that boosted product reliability by 30%.
Implemented robust QC processes, reducing defects by 25%.
Streamlined inspection protocols, enhancing efficiency by 40%.
Trained teams on quality standards, elevating
performance metrics.
Achieved ISO certification, enhancing company credibility and trust.
Developed KPIs that improved quality tracking and
reporting.
Collaborated with cross-functional teams to drive
continuous improvement.
Reduced customer complaints by 50% through proactive quality measures.
Spearheaded audits that identified and resolved critical issues.
Cultivated a quality-first culture, increasing employee engagement.
Dec 2014 — Mar 2020
Front End Manager
Harris Teeter Supermarkets Inc., Bethesda, MD
DETAILS
Shelleynicolewilliams@yahoo.
com
Hagerstown,
Responsible for all customer service at Front End. Train, supervise, oversee, and manage Front End associates and ensure that they comply with the operating policies and procedures of the Company.
Led a high-performing team to exceed sales targets by 20%.
Implemented innovative merchandising strategies that boosted foot traffic.
Enhanced customer experience, resulting in a 15%
increase in repeat business.
Streamlined inventory management, reducing stock
discrepancies by 30%.
Trained and developed staff, improving team productivity by 25%.
Executed promotional campaigns that drove a 40%
increase in sales.
Analyzed sales data to identify trends, optimizing product placement.
Fostered a positive store culture, enhancing employee satisfaction scores.
Collaborated with marketing to elevate brand visibility and engagement.
Achieved recognition for outstanding performance in customer service excellence.
Aug 2013 — Dec 2018
National Sales Manager
Bath & Body Works, Germantown, MD
Completes store operational requirements by scheduling and assigning employees, following up on work results. Maintains store staff by recruiting, selecting, orienting, and training employees.
Drove 30% revenue growth through strategic sales
initiatives.
Led a high-performing team of 15 sales professionals. Implemented CRM systems, boosting lead conversion by 25%.
Cultivated key client relationships, increasing retention by 40%.
Developed targeted sales training programs, enhancing team skills.
Achieved 150% of annual sales targets consistently over 3 years.
Analyzed market trends, identifying new opportunities for growth.
Negotiated high-value contracts, securing $5M in new business.
Streamlined sales processes, reducing cycle time by 20%. Presented quarterly sales forecasts to executive
leadership.
Dec 2010 — Nov 2013
Front Desk Guest Agent
Mayflower Park Hotel, Washington, DC
Arranged special accommodations for guests to maintain optimal satisfaction. Managed all front desk operations for busy high-volume hotel.
Delivered exceptional guest service, boosting satisfaction ratings by 20%
Managed check-ins and check-outs efficiently, reducing wait times by 30%
Upsold hotel amenities, increasing revenue by 15% during peak seasons
Resolved guest inquiries promptly, enhancing overall guest experience
Maintained accurate records, ensuring seamless
operations and guest satisfaction
Collaborated with housekeeping to ensure room
readiness, improving turnover
Trained new staff on front desk procedures, enhancing team performance
Handled guest complaints with professionalism,
achieving a 95% resolution rate
Implemented new booking software, streamlining
processes and reducing errors
Promoted local attractions, increasing guest engagement and hotel visibility
Dec 2005 — Aug 2013
Tech Support, Account Manager
Verizon Wireless, Handover, MD
Troubleshooting issue in hardware, software, applications, networks, or devices. Answer all customer tech questions. Increased sales from $10 million to $50 million.
Delivered exceptional tech support, boosting customer satisfaction by 30%
Managed 50+ accounts, driving a 25% increase in annual revenue
Streamlined support processes, reducing response time by 40%
Cultivated strong client relationships, enhancing
retention rates by 20%
Identified upsell opportunities, generating an additional
$100K in sales
Trained team members, improving overall support
efficiency by 15%
Implemented feedback loops, leading to a 35% reduction in issues
Analyzed customer data, tailoring solutions that
increased engagement
Collaborated with sales teams, aligning strategies for maximum impact
Achieved top-tier performance metrics, recognized as a key contributor
EDUCATION
2015 — 2015
Bachelor of Science in Political Science, Criminal Justice, Economics
University of Maryland, College Park, MD
Graduated with a Bachelor of Science, GPA: 3.8/4.0 Received Dean's List honors for 6 consecutive semesters Completed a capstone project on renewable energy
solutions
Participated in undergraduate research, published in a peer-reviewed journal
HOBBIES AND INTERESTS
Traveling, Shopping, Reading.
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