Ardina Williams
Baton Rouge,LA
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 performance. Boosted productivity by 75% in first 90 days of 6-month deadline by removing a client’s action task plan; solely turning around and transforming an under-performing team – generating an 84% reduction in escalations.
Overview
26
26
years of professional experience
5
5
Certification
Work History
Customer Experience Manager
Housing Authority of New Orleans (HANO)
07.2024 - 08.2025
- Supervised 8 Customer Support Specialists, and monitored Customer Service performance across the agency that provides rental and home ownership assistance to Section 8/ Housing Choice Voucher Program participants. Determined quality assurance benchmarks and set standards for improvement. Updated department SOP; wrote KPI's. Oversaw employee performance to foster accurate prioritization and achievement of HUD regulations, HANO goals, and Board of Commissioner expectations. Monitored call and in-person customer service quality and provided individual constructive feedback to enhance performance, address areas in need of improvement, and improve customer satisfaction. Developed process controls and metrics for daily management of call center. Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques. Implemented innovative service strategies to improve customer experience and engagement.
Assistant Shift Manager
Amazon
01.2024 - 07.2024
- Trained, audited, and supported associates to perform standard operating procedures and utilize equipment and software. Ensured associates had proper tools to perform the job and coordinate repair or replacement when needed. Ensured efficiency while protecting the customer experience. Coordinated physical and virtual workflows, or flow of orders and materials to ensure products were shipped on time to meet customer delivery promises. Performed in depth problem solving to determine root cause and ensure successful and continuous operations.
Customer Service Manager
Indiana Housing & Community Development Authority
03.2021 - 10.2023
- Oversaw agency's emergency rental assistance program. Trained and managed fully remote customer service staff. Identified root cause analysis to address customer concerns. Interviewed, hired and trained call center staff. Wrote / created Key Performance Indicators and Quality Call Monitoring metrics. Performed quality monitoring & reviewed audits to ensure Quality Assurance and Customer Satisfaction. Resolved escalation complaints reported to the housing authority, the Attorney General and Governor's office.
- (remote)
Sr. Administrative Assistant
Pan Am International Flight Academy
06.2019 - 03.2020
- Provided administrative support for an air traffic controller training facility. Prepared and filed commercial pilot student training records in accordance with FAA regulations and guidelines. Worked closely with vendors, contractors, and personnel to receive / process orders, facilitate resources, and promote communications to provide services to the organization. Cut costs and improved efficiency.
Customer Service Manager
Shelter Insurance
02.2018 - 04.2019
- Trained and developed call center staff. On-boarded, hired, coached, and evaluated call center staff. Managed personnel in writing home, auto and commercial property and casualty policies, mastering sales practices, up-selling, and addressing customer concerns, escalations and claims. Billing, workforce management, complaint tracking, business recovery and resumption plans for a customer services department. Held a multi-state Property & Casualty Insurance license.
Sr. Customer Service/Call Center Operations Manager
Assurant Specialty Property
02.2005 - 07.2017
- Built and maintained client relationships with financial institutions. Managed staff of over 2,000 front-line managers, team leads and CSRs across multi-site contact centers maintaining and placing homeowner insurance policies, escrow accounts, and processing insurance claims/ home repairs. Wrote KPI's and procedure manuals.
Education
High School Diploma -
Pebblebrook High School
Mableton, GA06.1997
Skills
- Customer Satisfaction & Feedback Management
- Employee Motivation & Retention
- Quality Management
- Leadership
- Cost Reduction
- Workflow Management
- Conflict Resolution
- Quality Assurance
- Client Services/ Relationship Building
- Staff training and development
- Goal setting and tracking
- Root Cause Analysis
- Budgeting
- Process Improvement
- Communications
- Engagement strategy development
Certification
- National Association of Housing And Redevelopment Officials (NAHRO)- October 2024
Housing Choice Voucher Occupancy, Eligibility, Income, and Rent Calculation V4, pursuant to the Housing Opportunity Through Modernization Act (HOTMA)
- Licensed Casualty, Property, Resident Producer - January 2018 - February 2021
Resident Producer (Nevada)
Non-resident Producer (17 states under Shelter Insurance territory)
- Toastmasters International - June 2014
Duluth,GA
Chapter: Duluth Speaks Club
- The Manager Experience, by Assurant Specialty Property (AIZ) - March 2012
Duluth, GA
- Franklin Covey - March 2011
The 7 Habits for Managers
The 7 Habits of Highly Effective People
Navigating Difficult Conversations
Time Management Expectations
Work Preference
Work Type
Full TimeWork Location
On-SiteHybridRemoteImportant To Me
Work-life balanceCompany CulturePaid time offStock Options / Equity / Profit SharingCareer advancementPaid sick leaveHealthcare benefits401k matchTeam Building / Company RetreatsPersonal development programsWork from home optionFlexible work hoursWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Experience Manager
Housing Authority of New Orleans (HANO)
07.2024 - 08.2025
Assistant Shift Manager
Amazon
01.2024 - 07.2024
Customer Service Manager
Indiana Housing & Community Development Authority
03.2021 - 10.2023
Sr. Administrative Assistant
Pan Am International Flight Academy
06.2019 - 03.2020
Customer Service Manager
Shelter Insurance
02.2018 - 04.2019
Sr. Customer Service/Call Center Operations Manager
Assurant Specialty Property
02.2005 - 07.2017
High School Diploma -
Pebblebrook High School
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