Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
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Dawn Williams

Dawn Williams

Missouri City,TX

Summary

Seasoned Team Lead with in-depth knowledge in managing diverse teams to drive operational efficiency. Skilled in strategic planning, project management, and conflict resolution. Notable for cultivating productive work environments and fostering professional growth among team members. Previous roles demonstrate significant contributions to process improvements, increased productivity, and business growth.

Overview

7
7
years of professional experience

Work History

Customer Success Team Lead

Snapsheet
01.2021 - Current
  • Communicate effectively with customers to meet their needs
  • Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
  • Motivated staff through positive reinforcement techniques.
  • Meet metrics and manage time with minimum supervision
  • Reviewing files to ensure quality and accuracy
  • Support the team by providing answers and assistance
  • Maintain up-to-date knowledge of all current SOP
  • Maintained open lines of communication with senior management, reporting team progress and challenges.
  • Provided coaching and feedback in real time
  • Trained new staff in relevant processes and procedures.

Customer Service Representative

Sutherland Global Services
Houston, TX
03.2018 - 01.2021
  • Review and solve account discrepancies
  • Evaluate account histories to identify trends
  • Educate and resolve Client inquiries
  • Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
  • Created plans to propose solutions to problems related to efficiency, costs or profits.
  • Ensured compliance with company policies and procedures throughout the team.
  • Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
  • Trained new staff in relevant processes and procedures.

Education

High School -

Wheat Ridge High School
Denver, CO

Skills

  • Customer relationship management
  • Performance appraisal
  • Time management
  • Quality assurance
  • Employee training
  • Conflict resolution
  • Effective communication
  • Coaching and feedback
  • Problem solving
  • Improvement plans
  • SOP compliance
  • Call center operations

Affiliations

  • Lead Instructor, Marriage Ministry Class- Facilitated and taught sessions focused on strengthening marital
    relationships and providing guidance through biblical principles.
  • Bridges To Life Prison Ministry- Healing crime victims. Rehabilitating offenders. Making our communities safer.

References

References available upon request.

Timeline

Customer Success Team Lead

Snapsheet
01.2021 - Current

Customer Service Representative

Sutherland Global Services
03.2018 - 01.2021

High School -

Wheat Ridge High School

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Dawn Williams