Deborah Williams

At Maximus, spearheaded initiatives that reduced employee turnover and boosted productivity by 30%, showcasing expertise in continuous improvement and leadership. Proficiency in quality assurance and caseload management, coupled with a talent for fostering high-performing teams, significantly enhanced operational efficiency and customer satisfaction. Professional customer service manager with demonstrated leadership in driving team collaboration and achieving results. Adept at managing customer interactions, resolving issues efficiently, and implementing strategies for improved service delivery. Strong communication skills and adaptability ensure reliable performance in dynamic environments. Skilled in conflict resolution, process improvement, and fostering customer-centric culture.

• Received the first Call Center Of Excellence Award for our project three times as the Lead of the Call Center.
• Belonged to an International Standards Organization (ISO) Certified Project.
• Assisted with development of the Claims Unit and manual.
• Supervised two high performance teams at the same time. (Call Center and Provider Relations Unit)
• Supervised team of six staff members.
• Inquisiq (Learning Management System)
• Principles of DMAIC, SMART, and SWAT
• Six Sigma Yellow Belt

I was the Lead in our call center for six staff members.  

• We ensured and practiced giving excellent customer service to our clients.
• Answer time and knowledge of products for our clients meant that we delivered quality customer service.
• We also worked as a team to develop and impalement best practices for the whole team.
• I also monitored staff attendance and did S.W.A.T. 's ( strengths, weaknesses, opportunities, and threats) to ensure knowledge was across the team.