Adrian Williams
Aurora,CO
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 department success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. I would describe myself as a dedicated customer service professional with a 10 year history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Assistant Manager
Department Of Revenue
06.2021 - Current
- Make sure all Federal and Legal guidelines are met while issuing Federal documents to the general public
- Assist the needs/ question during process to obtain Federal documentation
- Exemplify a high level of customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Oversee daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Create employee schedules to align coverage with forecasted demands.
- Assume the job responsibilities of front line staff when job needs dictate
- Assist office manager of day-to-day operations
Support Ops Manager (Quality & Training)
WSP/E-470 Project
06.2014 - 06.2021
- Responsible for the overall growth and development of not only the direct reporting staff, which includes 5 members; 3 trainers and 2 Quality Assurance representatives, but also the continued training of the overall staff at E-470.
- Process improvement of job roles, duties and procedures throughout the various levels of management within WSP at E-470
- Ensured the Quality Assurance department monitored all outlined processes and guidelines were met through the various departments encompassed at E-470.
- Reviewed and conducted compliance checks of our courts departments, who completed requests ranging from release of registration holds, outgoing mail and evaluations of face to face interactions with customers to ensure the highest level of customer service is being maintained,
- Ensured regulatory compliance was met by maintaining up-to-date knowledge of industry standards and implementing appropriate policies and procedures.
- Enhanced employee performance with focused training programs, coaching, and mentoring initiatives.
- Developed accurate budgets, forecasts, and financial reports to guide informed decision-making at all levels of the organization.
Contact Center Supervisor
WSP/E-470
06.2014 - 06.2021
- Managed a team ranging 12-18 Customer Service Agents and their individual stats to collectively add up to meeting monthly team goals
- Ensure service delivery at the highest standards possible through coaching and quality monitoring, regular performance reviews, coaching and counseling for team members and leadership, tracking specific key performance indicators
- Development of monthly reports which outlined those trends of reporting representative within my team.
- Create performance improvement plans for each representative based on monthly reports to improve, change or maintain outlined levels of performance
- Enhanced customer satisfaction by efficiently resolving escalated issues and providing exceptional support.
- Streamlined contact center operations for increased efficiency and improved service quality.
- Monitored contact center metrics to identify trends, implement process improvements, and drive continuous improvement initiatives.
- Managed scheduling, forecasting, and real-time adjustments to meet fluctuating call volume demands while maintaining service level targets.
Technical Support Representative
T-Mobile-Tech Support
03.2013 - 06.2014
- Working in an inbound call center as a customer service representative taking calls from customers that are having issues with their device
- thorough knowledge of general office automations and software of the company programs using a personal computer/mainframe network
- Conducted all verification levels of proper customer sensitive information to gain access to the customer’s account (completed name, social security, address etc.)
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
- Translated complex technical issues into digestible language for non-technical users.
- Researched product and issue resolution tactics to address customer concerns.
Education
Studies in General Education -
Otero Junior College
La Junta, CO05.2010
Graduated -
Overland High School
Aurora, CO05.2009
Skills
- Highly experienced in data entry
- Research and data analysis
- Effective communication skills
- Attention to detail and accuracy
- Staff Development
- Large Scaled team structure and management
- Preparation of monthly, quartile and yearly fiscal reports
- Recruiting and interviewing
- Ability to effectively and efficiently manage time
- Employee Performance Evaluations
- Experienced in development and adherence to budgets
- Ability to monitor and manage employee time cards
- Experienced in writing and development of adult learner friendly trainings
- Extensive background in applying problem solving skills towards de-escalations
- Thorough knowledge within Microsoft Suite of products
Certification
- Six Sigma Yellow Belt
- Mountain States Employee Council Supervisory Certifiction
Timeline
Assistant Manager
Department Of Revenue
06.2021 - Current
Contact Center Supervisor
WSP/E-470
06.2014 - 06.2021
Support Ops Manager (Quality & Training)
WSP/E-470 Project
06.2014 - 06.2021
Technical Support Representative
T-Mobile-Tech Support
03.2013 - 06.2014
Studies in General Education -
Otero Junior College
Graduated -
Overland High School