Damon Williams
Aurora,CO
Summary
Seeking a supervisor position for Virtual Customer Service, which will provide me with an increased level of responsibility and allow me to fully utilize my leadership skills. Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
27
27
years of professional experience
Work History
Specialist 1
Nelnet Student Loan Services
03.2024 - Current
- Followed all company policies and procedures to deliver quality work.
- Developed strong borrower relationships on escalations through consistent communication and attentive service.
- Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Interpreted clients' needs and introduced services to fit specific requirements.
Recruiter
Nelnet
07.2023 - 01.2024
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume.
- Coordinated schedules to arrange management interviews with applicants.
- Studied job descriptions and qualifications to determine applicant requirements.
- Created engaging job postings that accurately reflected position requirements while showcasing company culture.
- Built strong relationships with internal and external candidates to ensure an excellent hiring experience.
SRC-CIC Team Leader I
Nelnet
03.2020 - 03.2023
- Handle double escalations and assist with advisor II calls when needed
- Manage multiple teams and coach advisors monthly
- Implement ideas
- Assist with the onboarding process of new advisors (training, mentoring, bubble)
- Team building exercises
- Run reports
- Network with other departments within Nelnet.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with customers through positive attitude and attentive response.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
SCR-CIC Advisor I
Nelnet
01.2016 - 03.2020
- Completed correspondence, chats, emails, and income
- Mentored new hires and assisted in the bubble
- Took both advisor I and II (help desk and supervisor) calls
- Filed complaints accordingly
- Participated in conflict resolution measures.
01.2016 - 12.2019
- Website and podcasting
- Modifying audio during the show as content organically develops
- Execution of live remote breaks and contesting
- Accepting coaching
- Social media savvy across multiple platforms
- Modifying audio from various sources
- Editing On Air Host LIVEs
- Producing spots in V-Creative
- Focused operation of on-air console
- Air commercials per program log
- Screen listener calls for talk programs during shifts not utilizing a producer
- Monitor and maintain an accurate on-air sound, notify engineering/programming on problems, insure commercials, on-air imaging and production elements run properly on the air
- Double check that audio elements are problem-free, before they air
- Communicate and be a part of shows with hosts, anchors and producers on upcoming elements
- Occasionally assist producer
- Give time cues
- Report equipment problems, update discrepancy reports to communicate any occurrence that departs from program log or quality goals
- Cross-training on other shifts in the event of scheduling emergencies.
United States Marine Corps
01.1997 - 01.2001
- Responsibilities included the balances and distribution of incoming receipts and issues
- Allotted finances by basic bookkeeping and accounts receivable programming
- Charged with management of 35+ personnel both civilians and Marines
- Maintained daily communication with the Marine Corps headquarters for development of refresher training for personnel
- Assured constant updating of policy and safety procedures for Culinary Service Specialist.
Education
Certified in Media Arts - Film And Television -
Colorado Media School
Lakewood, CO10.2014
High School Diploma -
White Station High School
Memphis, TN01.1994
Skills
- Work well with others, but can also work independently
- Excellent communication skills (English: written and spoken)
- Reliable and punctual
- Capable of efficiently managing my time to complete tasks
- Creative, honest, and innovative
- Problem solving and de-escalation
- Customer Relations
- Expert Problem Solving
- Quality Assurance
- Management collaboration
- Advanced Communication
- Proficient in [Software]
- Emergency Response
Accomplishments
- Completed Managing the Moment (de-escalation training)
- Mentor, lead bubble meetings
- Revamped code red metrics
- Created cat 1⁄2 Refresher and coordinated/led all classes
- Created and implemented the 3.5 and 4.0 Club
- Successfully on-boarded multiple new hire classes
- Conduct interviews with Supervisors
Awards
- Team Lead of Quarter 2020, Aurora Colorado
- Top 10 out 38 Teams 2 year consecutively, Nelnet
Timeline
Specialist 1
Nelnet Student Loan Services
03.2024 - Current
Recruiter
Nelnet
07.2023 - 01.2024
SRC-CIC Team Leader I
Nelnet
03.2020 - 03.2023
SCR-CIC Advisor I
Nelnet
01.2016 - 03.2020
01.2016 - 12.2019
United States Marine Corps
01.1997 - 01.2001
Certified in Media Arts - Film And Television -
Colorado Media School
High School Diploma -
White Station High School
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