Summary
Overview
Work History
Affiliations
Leadershipstrengths
Timeline
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Elisa Williams

Summary

Results driven leader with proven skills in developing and implementing customer service protocols. Strengths include insightful data analysis, strategic problem-solving, and team leadership. Previous roles have demonstrated success in enhancing customer satisfaction levels and fostering strong client relationships. Known for creating effective strategies that drive customer loyalty and business growth.

Overview

31
31
years of professional experience

Work History

Product Manager - Project Management

Barclays Bank
Wilmington, Delaware
09.2018 - Current
  • Oversaw integration and optimization of project management software.
  • Collaborated with business units to develop efficient business processes.
  • Created and implemented user training materials to boost companywide engagement.
  • Implemented structured onboarding process promoting efficient user engagement.
  • Introduced efficiencies to optimize business operations.
  • Worked alongside the software team to swiftly troubleshoot and ensure seamless operations.
  • Implemented required process improvements and ensured effective communication.
  • Developed strategic organization plan addressing business needs.
  • Monitored and evaluated workflows to ensure compliance with service level agreements.
  • Develop monthly, quarterly and on demand reporting for users

Legal Liaison, Office of the President

Barclaycard US
Wilmington, Delaware
03.2017 - 09.2018
  • Developed and executed strategies to ensure a positive customer experience
  • Conducted research and developed a plan to ensure a reduction in litigation
  • Reenergized strained consumer relationships
  • Identified customer irritants to drive process improvements
  • Partnered with the Legal department to review cases and identify training opportunities for business areas
  • Designed and implemented a plan for new employee onboarding
  • Identified gaps in policies and procedures and implement process improvements

Human Resource Administrator/ Firm Administrator

The Bifferato Firm
Wilmington, Delaware
05.2005 - 04.2017
  • Manage payroll, benefits, hiring, and resolution of personnel issues for firm of approximately 40 attorneys, paralegals and staff
  • Serve as interpreter for international cases, including travel and on-location interviews with clients, attorneys and advisors
  • Manage the efforts of direct reports ensuring that performance appraisals are completed on time and that staff members receive consistent feedback and opportunities for career development
  • Manage and implement ad hoc projects for managing partner and senior associates including the writing of all policies and procedures for the firm
  • Worked directly with all levels of leadership team to create content for and facilitate training programs that supported and promoted organizational goals
  • Design and facilitate multiple programs to improve employee morale and increase retention, reducing attrition to 0% for 4 consecutive years
  • Counsel and assist all employees affected by issues that require treatment or referral to outside assistance programs
  • Manage firm’s business accounts
  • Administer mid-year and year-end performance appraisals; create and document performance growth plans and administer salary increases for staff of 48
  • Create and manage all of the firm’s marketing efforts
  • Work with Managing Director to communicate all changes in firm policies
  • Recruit and hire attorneys, paralegals, and support staff; generate offer letters and individual employee benefit packages
  • Process all new hire benefits, termination and payroll paperwork
  • Facilitate monthly roundtables to identify and resolve department concerns
  • Responsible for maintaining a positive, motivated work environment
  • Manage firm’s intranet website ensuring quality, accuracy, and consistency of content
  • Establish and manage firm’s budget

Education and Development, Program Manager

MBNA America
Wilmington, Delaware
09.1993 - 04.2005
  • Managed all required orientation programs for new employees including New People Orientation, Customer College, and Innovative Practices
  • Lead project teams that conducted educational needs assessments of all employees, created new programs and enhanced existing programs as a result
  • Assisted with the design and launch of a five day employee retention program focusing on employee development
  • Co-designed and facilitated the onboarding program that all employees were required to take during their first year at the company
  • Designed and implemented a rotational development program for more than 800 mid-level customer contact managers enabling them to move into new positions
  • Implemented new online system to ensure registration and tracking of all education classes completed by employees
  • Designed and implemented performance reviews for every level employee
  • Traveled to regional offices to certify other instructors and evaluate programs at remote locations
  • Designed, implemented and facilitated customer service programs for more than 2,500 employees per year, achieving 4.0 evaluation rating (out of 4 point scale)
  • Managed production of program materials, budget and ad hoc activities supporting all corporate training programs
  • Developed strategies reducing new hire program length by 25% in order to ensure that new hires were 'position-ready' sooner, increasing overall division productivity

Affiliations

  • Active member of the Hispanic Professional Forum
  • Military Service Network

Leadershipstrengths

  • Employee Development
  • Corporate Training
  • Bilingual English/Spanish
  • Project Management
  • Executive Communication
  • Career Pathing/Staff Retention
  • Benefits/Payroll Management
  • Executive Recruiting
  • Seminar Design and Execution

Timeline

Product Manager - Project Management

Barclays Bank
09.2018 - Current

Legal Liaison, Office of the President

Barclaycard US
03.2017 - 09.2018

Human Resource Administrator/ Firm Administrator

The Bifferato Firm
05.2005 - 04.2017

Education and Development, Program Manager

MBNA America
09.1993 - 04.2005

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Elisa Williams