Akeia Williams
Orlando,FL
Summary
Experienced leader with strong background with 3+ years in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. And highly demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
8
8
years of professional experience
Work History
Technical Support Representative
Asurion
04.2025 - Current
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Offered assistance in implementing and developing training programs.
- Created user accounts and assigned permissions.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Dispatched field service technicians to correct issues requiring in-person technical assistance.
- Leveraged data-driven monitoring systems to identify and resolve potential issues.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Helped streamline repair processes and update procedures for support action consistency.
- Responded to customer inquiries and provided technical assistance over phone.
RANDSTAD SUPERVISOR
RANDSTAD USA
06.2024 - 10.2024
- Responsible for the training and development of call center staff and team leads.
- Performance coaching (adherence, productivity)
- Behavior coaching and feedback to Team Leads and CCR’s
- Performed tasks such as scheduling, and peoplenet/workday updates (payroll)
- Attendance coaching for metrics and feedback
- Monitored CCR’s on Genesys/Alis
- Audit financial transactions and documents
- Attending weekly meetings with the Leaves client team to provide performance updates.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Maintained database systems to track and analyze operational data.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Gathered, organized and input information into digital database.
TEAM LEAD
RANDSTAD USA
03.2024 - 06.2024
- Responsible for supporting the training and development of call center staff by overseeing technical calls, managing resources, tracking progress, and providing administrative support.
- Develop and prepare reports to communicate performance, status of new and ongoing projects, issues and achievements to Sr. Management.
- Manage accounting transactions
- Performed administrative tasks such as scheduling, report generation, and data entry.
- Compile financial statements in time
- Review financial records, including income statements and documentation of expenses
DATA ENTRY SPECIALIST
RANDSTAD USA
04.2021 - 03.2024
- Responsible for inputting data and making changes to existing data figures in digital databases. Duties include
- Working with and maintaining confidentiality of highly sensitive information (W2, I-9, Tax Returns, Bank Statement)
- Performing special projects as assigned
- Preparing data for computer entry by compiling and sorting information; establishing entry priorities and acting in accordance with data program techniques and procedures to ensure data entry requirements are met
- Review, verify, and authenticate source documents for Identity verification purposes (250-300 per day)
REMOTE CUSTOMER SERVICE TEAM LEAD
RANDSTAD USA
01.2019 - 04.2021
- Worked in a dynamic and growing Insurance Management Department which aided different clients such as Target, AT&T, Nationwide, etc.
- Managing a growing team of inbound/outbound customer service representatives
- Provide notifications to customers or patrons regarding 401k, and employee benefits (paystubs, paid time off, etc.) as well as prepare documentation for contracts, transactions, or regulatory compliance.
- Develop and prepare reports to communicate performance, status of new and ongoing projects, issues and achievements to Sr. Management.
TEAM LEAD CASHIER/HOST
UNIVERSAL STUDIOS RESORT
06.2017 - 12.2020
- Responsible for welcoming customers, training new hires, and assisting Sr. management with day-to-day operations.
- Utilize SharePoint and Internal Talent Acquisition tools and assist new team members in the on-boarding process.
- Responsible for the daily activity of the team by managing metrics, performance criteria, policies, and procedures
- Continuously improve productivity including meeting operational standards, maintaining employee service levels, improving quality service, preparing reports, maintaining professional and technical knowledge and accomplishing organizational goals.
Education
No Degree - Business Administration, Minor Psychology
Valencia College
Orlando, FL05.2019
No Degree - Criminal Justice, Minor Psychology
Florida Agricultural And Mechanical College
Tallahassee, FL05.2018
High School Diploma -
Maynard Evans High School
Orlando, FL05.2017
Skills
- Communicator
- Interpersonal skills
- Critical thinking
- Leadership
- Detail-oriented
- Customer Service Skills
- Conflict resolution
- Teamwork skill
- Service support
- Network diagnostics
- Hardware diagnostics
- Application support
- Desktop support
- Security protocols
- Microsoft office specialist (MOS) master
- Call center operations
- Remote support
- Active listening
Accomplishments
- Recipient of individual and departmental awards for providing stellar client service.
- Participated in various incentive programs and contests designed to support achievement of production goals.
Timeline
Technical Support Representative
Asurion
04.2025 - Current
RANDSTAD SUPERVISOR
RANDSTAD USA
06.2024 - 10.2024
TEAM LEAD
RANDSTAD USA
03.2024 - 06.2024
DATA ENTRY SPECIALIST
RANDSTAD USA
04.2021 - 03.2024
REMOTE CUSTOMER SERVICE TEAM LEAD
RANDSTAD USA
01.2019 - 04.2021
TEAM LEAD CASHIER/HOST
UNIVERSAL STUDIOS RESORT
06.2017 - 12.2020
No Degree - Business Administration, Minor Psychology
Valencia College
No Degree - Criminal Justice, Minor Psychology
Florida Agricultural And Mechanical College
High School Diploma -
Maynard Evans High School