Overview
Work History
Education
Skills
Timeline
Carmen Williams

Carmen Williams

San Antonio,TX

Overview

7
7
years of professional experience

Work History

Technical Support Advisor

Teleperformance USA
02.2024 - Current
  • Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
  • Led training efforts to empower personnel to resolve technical issues without submitting support tickets, reducing service calls by Number%.
  • Streamlined support ticket handling process for faster response times and higher customer satisfaction levels.
  • Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection.
  • Collaborated with cross-functional teams to identify recurring technical issues, resulting in improved product quality.
  • Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
  • Improved overall user experience by providing personalized assistance based on individual client needs.
  • Created detailed documentation for complex technical issues, simplifying resolution process for colleagues and clients alike.
  • Fostered positive relationships with clients through clear communication, active listening, and following up on resolved issues.
  • Escalated high-priority cases to appropriate departments, ensuring swift resolution and preventing potential downtime for clients.
  • Tailored technical explanations according to each client''s level of expertise, ensuring clarity and understanding.
  • Improved first-call resolution rates by developing comprehensive troubleshooting guides and knowledge base articles.
  • Increased team productivity with regular training sessions on emerging technologies and software updates.
  • Delivered exceptional service by empathizing with customers'' concerns and resolving their problems quickly and accurately.
  • Participated in weekly meetings to discuss ongoing cases, ensuring timely resolution of critical issues impacting client operations.

Chief Operating Officer

JTC Logistics LLC
02.2021 - 05.2022
  • Oversaw day-to-day operations to keep organization running smoothly while meeting business goals.
  • Mentored team members by sharing knowledge, offering guidance, and providing constructive feedback; fostering a culture of continuous learning and development within the organization.
  • Oversaw day-to-day operations across multiple departments, ensuring timely delivery of projects and streamlined workflows.
  • Guided teams through periods of significant change by providing clear communication and decisive leadership during transitions.
  • Negotiated contracts and agreements to secure favorable terms and maximize profits.
  • Enhanced company reputation by establishing strong relationships with clients, partners, and stakeholders.
  • Formulated strategic plans aligning with overall company vision; setting achievable short and long-term goals to drive growth and profitability.
  • Improved employee satisfaction and reduced turnover through the development of effective training programs and performance management systems.
  • Developed comprehensive financial plans to support long-term business objectives, reducing operational expenses while maximizing profitability.
  • Expanded company''s market presence by identifying new business opportunities and executing strategic partnerships.

Operations Coordinator

Global American Transportation
08.2018 - 08.2019
  • Developed and implemented daily operations plans such as delivery routes and employee assignments
  • Mediated contracts with outside providers to bolster customer service and reduce costs
  • Provided direction and guidance to drivers in order to achieve accuracy drop off times
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs
  • Reviewed financial reports each day and investigated variances with accounting programs to keep accurate records
  • Organized office operations and procedures
  • Performed duties in the office environment during operating hours
  • Remained calm and professional in stressful situations
  • Generated sales tax reports for each operational jurisdiction, monitored bi-weekly payroll and prepared and paid out sales commissions
  • Performed banking, business administration and financial tasks to guarantee five-star service for clients
  • Performed routine closings, maintained clean, accurate and accessible records and kept close eye on transaction updates throughout each quarter
  • Kept up-to-date and accurate funding accounts, balance sheets and income statements

Education

Basic courses

Wallace Community College, Dothan, AL

University of Phoenix, Arizona
No degree

Diploma -

Carroll High School, Ozark, AL
05.2011

Skills

  • Project lifecycles
  • Logistics expertise
  • Project Restructuring
  • Scheduling
  • Budgeting
  • Invoicing
  • Note Taking
  • Invoice Preparation
  • Spreadsheets
  • Logistics Coordination
  • Human resources
  • Financial
  • Administration
  • Customer Relations
  • Coaching and mentoring
  • Relationship building

Timeline

Technical Support Advisor - Teleperformance USA
02.2024 - Current
Chief Operating Officer - JTC Logistics LLC
02.2021 - 05.2022
Operations Coordinator - Global American Transportation
08.2018 - 08.2019
Wallace Community College - , Basic courses
University of Phoenix - ,
Carroll High School - Diploma,

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Carmen Williams