Diannah Williams
Matteson,IL
Summary
Passionate Client Service Manager with over 15 years experience in product support, data analysis, customer advocacy and large scale developments. Proven track record of accurately handling time-sensitive and critical business incidents to insure optimal uptime and client relationships. Excited to collaborate with cross-functional teams in product, engineering and operations to help triage and resolve issues that impact the business and its partnerships.
Overview
13
13
years of professional experience
Work History
Recruiter
Epic LLC
04.2020 - Current
- Reviewed resumes' conducted interviews and filtered candidates for open positions, coordinated the recruitment of new employees while practicing employment laws, compliance and human resource practices.
- Analyzed data to create a plan to meet company goals and objectives
- Ability to delegate responsibility as well as setting realistic time-lines and standards
- Ability to effectively communicate goals, expectations and other feedback.
Account Manager
Fay Financial
11.2017 - 03.2020
- Assisted with administrative tasks such as record keeping, correspondence and material gathering
- Managed a team of 7 employees to ensure effectiveness and efficiency of assignments
- Responded to client needs, answered 100 inbound and outbound calls per shift, assisted callers by providing product and service information
- Gained a thorough understanding of customer business and how they relate to agency goals
- Retained 90% of clients by resolving customer issues quickly and professionally
Lease Return Manager
Hawkinson Auto Group
08.2014 - 08.2017
- Coordinated with Supervisors and site leadership teams by interacting effectively and establishing communication and best practices to eliminate inconsistencies and improve scheduling across project calendars and programs
- Maintained a professional demeanor by remaining calm when dealing with unhappy or angry customers
- Entered data using salesforce enforcing strict security measures to protect financial and personal data.
Senior Loan Officer
American Dream Mortgage Company
06.2010 - 07.2014
- Analyzed applicants financial documentation and credit in order to determine feasibility of granting loan
- Evaluated loan requests and documents to verify accuracy and completeness.
- Developed systems to efficiently track loan documents and enhance accuracy.
- Developed strong relationships with customers through high levels of customer service.
Education
Associate of Applied Science - Science, Social Work
Kennedy-King College
Chicago, IL05.1983
Skills
- Customer Operations
- In-Person and Telephone Interviewing
- Microsoft Office Suite
- Sales Force
- Escalations
- CRM
Accomplishments
- Results-oriented professional with over 15 years of experience and a proven knowledge of conflict resolution, customer retention, and strategic business planning
- Aiming to leverage my skills with your company.
Timeline
Recruiter
Epic LLC
04.2020 - Current
Account Manager
Fay Financial
11.2017 - 03.2020
Lease Return Manager
Hawkinson Auto Group
08.2014 - 08.2017
Senior Loan Officer
American Dream Mortgage Company
06.2010 - 07.2014
Associate of Applied Science - Science, Social Work
Kennedy-King College
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