Abriel Williams
Houston,TX
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Recruiting Coordinator II
FIS
Remote, Houston, Tx
06.2021 - Current
- Primary contact for high profile projects for 800+ candidates.
- Provide timely and frequent status updates to People Partners, Managers and candidates.
- Responsible for client satisfaction, maintaining client communication, overall management of the relationship.
- Answers Candidates, People Partners and Hiring Mangers inquiries, via e-mail or phone
- Provides support in research and resolution of problems and inquiries.
- Develops strong working relationships with assigned relationships and partnerships across the broader HR functions
- Prepare monthly and quarterly or on demand departmental audit reports.
- Proactively seeks innovative ways to
streamline and implementing new screening
process flows - Maintains comprehensive knowledge of State and Federal laws and company policies and procedures.
Merchant Service & Tech Support Team Lead
FIS
01.2017 - Current
- Responsible for client satisfaction, maintaining client communication, the overall management of the client relationship and client retention activities.
- Mentored new hires and tenure employees, resulting in stronger staff development and increased productivity.
- Maintained knowledge of new products/services and changes to existing products/services.
- Supervised a team of approximately 20-30 associates, provide coaching, motivation, and counseling to associates to encourage optimum performance and continued skill development.
- Support and ensure WordPay from FIS values, policies and procedures are consistently practiced.
- Develop employees within areas of responsibility to work as a team to accomplish established goals.
- Active participation in business planning with management, to ensure objectives can be met consistently.
- Conducted performance reviews and provided feedback to managers on employee performance.
- Helped merchants navigate choices between services with support for questions such as terms, pricing, and availability.
- Worked alongside Operation Managers to deploy new training strategies.
- Educated clients on proper use of products and systems.
- Delivered instructional presentations on equipment use, focusing on efficiency and safety.
- Implemented employee recognition and rewards systems to promote positive work environment.
Coach/Mentor
ASURION
03.2012 - 12.2016
- Assisted in recruitment and selection of additional coaching staff to establish strong and competent team.
- Offered constructive feedback to clients to help reach goals.
- Facilitated team building activities and workshops to improve communication, collaboration and productivity.
- Facilitated group coaching sessions and provided individual coaching support.
- Utilized positive communication to encourage team and promote integrity and respect.
- Responsible for client satisfaction, maintaining client communication, the overall management of the client relationship and client retention activities.
- Mentored new hires and tenure employees, resulting in stronger staff development and increased productivity.
- Maintained knowledge of new products/services and changes to existing products/services.
- Supervised a team of approximately 20-30 associates, provide coaching, motivation, and counseling to associates to encourage optimum performance and continued skill development.
- Support and ensure Asurion from, policies and procedures are consistently practiced.
- Develop employees within areas of responsibility to work as a team to accomplish established goals.
- Active participation in business planning with management, to ensure objectives can be met consistently.
- Conducted performance reviews and provided feedback to managers on employee performance.
- Quality Analyst
Customer Service Representative
ACS Corporation
06.2010 - 03.2012
- Responded to customer requests for products, services, and company information.
- Cross-trained and backed up other customer service managers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Processed customer service orders promptly to increase customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Technical/Customer Service Representative
NCO GROUP
06.2008 - 06.2010
- Professionally accommodated customers account needs
- Reviewed, explained, and updated customers bill
- Specialized in troubleshooting handsets and data devices
- Processed handset changes for data devices
- Processed payments and renewed customers contracts
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Researched and identified solutions to technical problems.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Monitored system performance to identify potential issues.
- Communicated with vendors regarding backorder availability, future inventory, and special orders.
Education
Bachelor of Arts - Business Management
Lamar University
Beaumont, TX08.2023
Associate of Arts - Social and Behavioral Science
San Jacinto College
08.2022
Associate of Science - Life Science
San Jacinto College
05.2022
Associate of Applied Science - Medical Assistant
Texas School of Business-East
12.2006
Diploma -
Conroe High School
2004
Skills
- Client Support
- Sales Force
- Marketing
- Operations
- Team Lead
- Project Manager
- Human resources
- Recruiting coordinator
- Interviewing
- Financial
- Technical Support
- Subject Matter Expert
- Microsoft Excel
- Client Meeting
- Financial Risk
- ServiceNow
- Audits
- Escalations
- Technical Industry Knowledge
- Customer Accounts Management
- Administrative Skills
Certification
- BLS, American Heart Association - 2022
Timeline
Recruiting Coordinator II
FIS
06.2021 - Current
Merchant Service & Tech Support Team Lead
FIS
01.2017 - Current
Coach/Mentor
ASURION
03.2012 - 12.2016
Customer Service Representative
ACS Corporation
06.2010 - 03.2012
Technical/Customer Service Representative
NCO GROUP
06.2008 - 06.2010
Bachelor of Arts - Business Management
Lamar University
Associate of Arts - Social and Behavioral Science
San Jacinto College
Associate of Science - Life Science
San Jacinto College
Associate of Applied Science - Medical Assistant
Texas School of Business-East
Diploma -
Conroe High School