Ayanna Williams
Greenville,MS
Summary
A detail and customer oriented individual who enjoys working in a team environment or independently to create value by exceeding high quality metrics with a proven track record of strong critical thinking, analytical, and communication skills. Posses ability to apply sense of urgency to customers and decision making, coupled with excellent organizational and communication abilities. Adept at providing production support in a fast-paced, deadline-oriented environment excelling in prioritizing and executing complex tasks. With an innovative mindset, looking to excel in a culture of diversity and inclusion and contribute to company success.
Overview
9
9
years of professional experience
Work History
Shift Manager
KMAC Enterprises
09.2014 - Current
- Led and supervised a team of 8+ employees in day-to-day operations, ensuring smooth workflow and achieving 98% on-time service delivery
- Spearheaded the recruitment process by utilizing applicant tracking systems (ATS), successfully hiring and onboarding new members, reducing turnover by 20%
- Ensured compliance with company policies, labor laws, and safety regulations, minimizing legal and operational risks
- Successfully resolved customer complaints, resulting in improved customer satisfaction ratings
Fraud Detection Representative
PSCU
09.2022 - 02.2023
- Conducted real-time monitoring of online transactions and financial data to identify potential fraud patterns, preventing fraudulent activities and minimizing financial losses with an achievement rate of 95% accuracy rate in decision-making
- Achieved a consistent record of meeting or exceeding performance targets and key performance indicators (KPIs) in fraud detection
- Maintained a high level of confidentiality and compliance with data security and privacy regulations
- Investigated an resolved customer-reported fraud cases in a timely and efficient manner
Contact Center Specialist
Cadence Bank
02.2022 - 09.2022
- Handled a high volume of incoming calls from customers regarding banking products and services
- Demonstrated excellent problem-solving skills by resolving complex customer issues related to accounts, transactions, and billing discrepancies, achieving a 95% resolution rate
- Utilized customer relationship management (CRM) software to record interactions, track customer issues, and maintain detailed records
- Provided accurate and timely information to customers, through attentive and empathetic communication, on account inquiries, transactions, and problem resolution
- Successfully resolved complex customer issues, leading to improved customer retention
Education
Bachelor of Arts - Sociology
Mississippi State University
Starkville, MS12.2021
Associate of Arts - General Studies
Mississippi Delta Community College
Moorhead, MS12.2018
Skills
- Team Leadership
- Applicant Tracking System (ATS)
- Adaptability
- Analytical skills
- Compliance and Policy Adherence
- Time Management
- Problem-Solving
- Verbal and Written Communication
- Attention to Detail
- Empathy
- Microsoft Office
Timeline
Fraud Detection Representative
PSCU
09.2022 - 02.2023
Contact Center Specialist
Cadence Bank
02.2022 - 09.2022
Shift Manager
KMAC Enterprises
09.2014 - Current
Bachelor of Arts - Sociology
Mississippi State University
Associate of Arts - General Studies
Mississippi Delta Community College
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