Crystal Williams
Buckeye,AZ
Summary
Dynamic Workforce Management professional with over 15 years of experience in Call Center operations. Proven track record of optimizing operational efficiency through strategic analysis and effective team leadership. Successfully led initiatives that improved service operations across multiple lines, emphasizing strong decision-making and collaboration. Expertise in staff development and performance improvement aligns with organizational goals.
Overview
18
18
years of professional experience
Work History
Workforce Management Supervisor
Farmers Insurance
11.2019 - 09.2024
- Controlled workflow and work distribution, coordinated tasks to ensure efficiency and quality execution
- Proficient with IEX (NICE), ADP, ServiceNow and Business Continuity
- Assisted Human Resources department with recruiting efforts by conducting interviews and evaluating applicants' qualifications.
- Developed employee orientation and training programs for new hires.
- Attended conferences, workshops and special events to recruit qualified candidates for company.
- Increase FTEs while growing revenue for client divisions by cultivating strategic partnerships, effective employee engagement, and attaining key metrics.
- Identified essential routing adjustments through teamwork with internal and vendor personnel.
- Analyzed labor costs in order to maximize efficiency while minimizing expenses.
- Generated reports regarding the productivity of the workforce in order to track progress against goals.
- Implemented policies and procedures related to timekeeping, scheduling, payroll processing.
Workforce Management Service Operations Analyst I
Farmers Insurance
04.2010 - 11.2019
- Oversaw development of a project utilized across various business areas.
- Instructed and coordinated optimal intraday scheduling of New Hire Training, Supervisor Coaching Sessions, mandatory Farmers Computer Based Training and other scheduled off-phone activities
- Produced communication materials and processes on a daily, weekly, and monthly basis.
- Aided in workforce analysis for strategic planning.
- Cultivated productive relationships with executives through strategic staffing suggestions.
- Presented innovative opportunities for simplifying operations and improving satisfaction in the 21st Century Line of Business.
- Provided technical support to customers regarding product features and usage.
- Analyzed customer feedback data to identify areas for improvement in the service delivery process.
- Maintained detailed records of all customer interactions within the company's database system.
- Ensured compliance with applicable regulations by monitoring changes in industry standards.
Senior Customer Service Representative
Farmers Insurance
07.2006 - 04.2010
- Assisted customers via telephone or live chat by reviewing auto policy inquiries such as, providing quotes on coverage and/or vehicle changes, taking payments and explanation of statewide rate increases
- Researched and resolved customer's escalated billing complaints
- Consistently, strived to retained customers by educating them on additional products and services they could benefit from
- Obtained Property & Casualty License
- Provided backup support during peak periods or staff shortages to always ensure seamless service delivery to clients
Education
Business Analyst Certificate -
University of Delaware
01.2015
Yellow Belt Certificate -
Farmers Lean
11.2012
High School Diploma -
Newark High School
01.1998
Skills
- Team Leadership
- Attentive Listening
- Influence Strategies
- Effective Decision Making
- Clear Communication
- Staff Development Initiatives
- Performance Improvement Strategies
- Change Management
- Comprehensive Strategic Analysis
- Human Resources Administration
- Collaborative Development Facilitation
Career Overview
Seeking an opportunity to provide excellent output in a team environment that will positively impact our company while continuing to develop and enhance career growth.
References
References available upon request.
Timeline
Workforce Management Supervisor
Farmers Insurance
11.2019 - 09.2024
Workforce Management Service Operations Analyst I
Farmers Insurance
04.2010 - 11.2019
Senior Customer Service Representative
Farmers Insurance
07.2006 - 04.2010
Business Analyst Certificate -
University of Delaware
Yellow Belt Certificate -
Farmers Lean
High School Diploma -
Newark High School
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