Carrie Williams
DeBary,FL
Summary
Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Knowledgeable with several years of experience bringing planning and problem-solving abilities. Organized and systematic with natural relationship-building and leadership talents.
Overview
18
18
years of professional experience
Work History
Senior Customer Experience Manager
Cott Systems
Columbus, OH
09.2022 - 05.2024
- Identified opportunities for process improvements across the organization.
- Collaborated with cross-functional teams on projects related to analytics initiatives.
- Maintained accurate records of all data collected during analysis processes.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Set specific goals for projects to measure progress and evaluate end results.
- Analyzed key performance indicators to identify effective strategies.
- Monitored operations and reviewed records and metrics to understand company performance.
Customer Operations Manager
Charter Communnications
Columbus, OH
05.2018 - 09.2022
- Developed and implemented customer service policies and procedures that improved customer experience.
- Worked closely with other departments such as IT, HR, and marketing to optimize operational effectiveness.
- Assisted in designing innovative solutions for complex problems faced by customers during their interaction with our company's services or products.
- Interfaced with senior management on strategy development, process optimization, and resource allocation decisions.
- Developed detailed reports summarizing key findings from various analyses conducted on Customer Operations activities.
- Created strategies to increase efficiency in resolving customer inquiries and complaints.
- Collaborated with stakeholders across the organization on projects related to enhancing the overall quality of Customer Operations.
Customer Service Supervisor
Charter Communnications
Cincinnati, OH
10.2014 - 05.2018
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Recruited qualified personnel when needed for open positions within the department.
- Evaluated employee performance reviews based on specific criteria set forth by management.
Escalation Specialist
Charter Communnications
Orlando, FL
05.2006 - 10.2014
- Utilized various software programs such as Salesforce, Zendesk to track escalations and document resolutions.
- Worked closely with other teams to identify trends in escalated cases.
- Provided technical support to customers with escalated issues.
- Maintained a high level of quality assurance throughout the escalation process.
- Investigated customer complaints and identified root cause of the issue.
Education
Bachelor of Science - Technical Management
DeVry University
Downers Grove, IL06-2022
Skills
- Data Analytics
- Customer Journey Mapping
- Cross-Functional Collaboration
- Retention management
- Relationship Building
- Cross-departmental Alignment
- Strategic Planning and Alignment
- Problem-solving abilities
- Decision-Making
- Root Cause Analysis
- KPI analysis
- Report Preparation
- Issue Identification
- Information Gathering
- Business Operations Analysis
Timeline
Senior Customer Experience Manager
Cott Systems
09.2022 - 05.2024
Customer Operations Manager
Charter Communnications
05.2018 - 09.2022
Customer Service Supervisor
Charter Communnications
10.2014 - 05.2018
Escalation Specialist
Charter Communnications
05.2006 - 10.2014
Bachelor of Science - Technical Management
DeVry University
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