Brianna Williams

• Onboarded New Hires in Multiple Business Units - Customer Service and Engagement, Security 'Customer Protection Service', Billing 'Initiation and Resolution', Consumer Banking Operations 'Deposit'.
• Successfully manage projects from inception to completion, ensuring alignment with business objectives and timelines.
• Proven ability to meet tight deadlines while maintaining high-quality standards and stakeholder satisfaction.
• Monitor tableau report to track performance and ensure retention metrics of team members.
• Effectively engage and collaborate with business partners across various functions to drive project success and operational efficiency.
• Skilled in identifying and measuring key performance indicators (KPIs).|To assess project performance and inform decision-making.
• Worked closely with human resources to support employee management and organizational planning.
• Developed strategies to improve retention through feedback and engagement initiatives to maintain an attrition rate of 15% or lower.

• Collaborated with other departments to ensure alignment of goals across teams.
• Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
• Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
• Ensured compliance with all safety regulations in the workplace.
• Participated in regular meetings with senior leadership to provide updates on team progress.

Customer Service Agent - Discover Financial Services

06 /2021 - 04/2022

• Answered customer inquiries and provided accurate information regarding products and services.
• Developed strong relationships with customers by providing personalized assistance and support.
• Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
• Conducted regular follow-up calls with customers after resolving their issues.
• Gathered customer feedback through surveys and used the data to improve customer service.

• Monitored staff performance to ensure adherence to customer service standards.
• Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
• Evaluated applicant resumes against job requirements to determine which applicants should be contacted for interviews.
• Facilitated the onboarding process by providing new hire orientation sessions.
• Developed agendas for meetings and events, ensuring timely completion of all tasks.
• Developed policies and procedures related to customer service operations.