Brett Williams
Rowlett,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
17
17
years of professional experience
Work History
Sr. Shift/Team Leader Manager
A Better Answer Call Center
06.2016 - Current
- Trained and mentored new employees to maximize team performance.
- Kept employees operating productively and working on task to meet business and customer needs.
- Exercised composure under pressure and in escalated customer service scenarios.
- Cultivated professional working relationships with peers and supervisors.
- Monitored daily and weekly key performance indicators to maintain on-track status.
- Excelled in every position and regularly backed up front-line staff.
Database Processor
Moore Telemarketing
01.2016 - 09.2016
- Worked with staff to develop and implement procedures to prevent data loss and maximize system availability.
- Developed scripts and processes for data integration and maintenance.
- Administered, supported, and monitored databases by proactively resolving database issues and maintaining servers.
- Created and updated database designs and data models.
- Built databases and table structures for web applications.
- Created and implemented database designs and data models.
- Developed and updated databases to handle customer data.
Central Receiving Specialist
University of Texas at Dallas
08.2008 - 12.2012
- Provided new item setup, merchandising and inventory control.
- Assisted customers with locating and obtaining items to deliver streamlined and efficient production.
- Improved inventory tracking by establishing system to check-in and check-out items.
- Reviewed incoming shipments for correctness to ensuring no damage or duplication of orders.
- Packed, secured, labeled and applied postage to materials to prepare items for shipment.
Technical Support Specialist
University Of North Texas
08.2006 - 12.2008
- Manage 35,000 student and staff computers
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Tracked computer equipment, peripherals and network servers via master documentation in Excel.
- Documented support interactions for future reference.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
Education
Bachelor of Science - MIS (Management Information Systems)/ ERP
University of Texas At Dallas (UTD)
Richardson, TXSkills
- Production Reporting
- Production Scheduling
- Operations Support
- Equipment Troubleshooting
- Customer Service Management
- Staff Development
- Daily Workflows
- Technical Support
- Shift Scheduling
- Team Supervision
- Quality Inspections
- Knowledgeable in [System]
- Microsoft Excel
- Word
- Powerpoint
- Outlook
- Access
- Visual Basic
- Java
- A Certified
- Cisco Networking
- Remedy
- Sales Force
- Jira
- OrderLogix
- CubHub
- AutoTask
- Zoho
- Jobber
- Service Titan
- NetSuite
- Oracle
- SAP
Timeline
Sr. Shift/Team Leader Manager
A Better Answer Call Center
06.2016 - Current
Database Processor
Moore Telemarketing
01.2016 - 09.2016
Central Receiving Specialist
University of Texas at Dallas
08.2008 - 12.2012
Technical Support Specialist
University Of North Texas
08.2006 - 12.2008
Bachelor of Science - MIS (Management Information Systems)/ ERP
University of Texas At Dallas (UTD)
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