Helen Williams
Customer Service Representative/Employee Assistance Representative
Kokomo,IN
Summary
Veteran Restaurant Owner with hands-on experience in all areas of restaurant operations. Excellent communication, organizational and conflict resolution skills, professional with a good business sense, exceptional customer relations skills and a motivational leadership style. Motivates employees to exceed customer expectations in high-volume settings. Proven history of raising profits through maximized productivity and customer satisfaction, excellent drive with excellent interpersonal, communication and team-building skills. Detail-oriented and thorough with a solid history of keeping customer service viable. Offering 15 years of related experience.
Overview
28
28
years of professional experience
Work History
Restaurant Owner
Soul Sisters Southern Kitchen
Kokomo, IN
11.2019 - 01.2021
- Sourced vendors, negotiated contracts and managed efficient deliveries of high-quality supplies.
- Spearheaded menu and staff development through detailed training and facilitation of staff meetings.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Recruited, hired and trained talented staff to fill vacancies.
- Applied knowledge of previous supply needs and forecasted business levels to estimate required supplies.
- Managed financial and business operations, including payroll, daily deposits and cost controls.
- Spearheaded regular maintenance and repair operations to keep building and equipment in peak condition.
- Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction.
- Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business.
- Created and deployed successful strategies to boost restaurant performance, streamline food prep processes and increase efficiency in different areas.
- Set employee schedules, delegated work and monitored food quality and service performance.
- Supervised daily activities of restaurant and 13 employees.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
- Informed Manger of safety and accidental incidents for assistance and remediation.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Delegated restuarant daily tasks to employees, streamlining daily progress and efficiency.
- Established and administered annual budget with effective controls to prevent overages, minimize burn rate and support sustainability objectives.
- Coordinated one week leadership workshops to educate team members on best practices to optimize productivity.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
- Reported issues to higher management with great detail, resulting in solutions.
- Cultivated and strengthened lasting client relationships using customer service skills and safety.
- Maintained cleanliness and organization of area workspace, working closely with employees to systemize tasks.
- Evaluated suppliers by assessing quality, timeliness and compliance of deliveries to maintain tight cost controls and maximize business operational efficiency.
- Led company to successful product launch and growth by developing initial product roadmap and go-to-market strategy.
- Supported regulatory compliance by overseeing all audits to verify protocol adherence.
- Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
- Trained, coached and mentored staff to support smooth adoption of new safety program.
- Scheduled employees for different shifts, taking into account customer traffic and employee strengths.
- Created, managed and executed business plan and communicated company vision and objectives to motivate teams.
- Chaired weekly meetings with executive leadership to identify opportunities for improvement, establish milestones and tailor products to individual markets.
- Designed modern employee recognition program which boosted productivity and improved morale.
- Developed and implemented high-quality work environment as measured through employee satisfaction ratings.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Implemented operational strategies and effectively built customer and employee loyalty through communicating and training.
- Spearheaded overhaul of company best practices, leading to significantly increased staff retention rates and top-ranking as industry leader.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Led business planning, developed market strategy and established direct procurement of products from all vendors.
- Promoted positive customer experience through day-to-day supervision and management of restaurant facility.
- Assisted with marketing strategy creation and advertising initiatives to better promote facility to public.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
ITP 1 Team Leader
FCA-LLC, Pinions Line
03.2017 - 11.2020
- Mentored and guided employees to foster proper completion of assigned duties.
- Maximized efficiency by removing safety hazards and debris from work areas.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Assisted Management with new hire processing and existing training programs.
- Led team of 10 members while providing exceptional customer service.
- Adhered to rigorous standards for customer service, merchandising and operational safety.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Initiated timely response to emails, voicemails and written correspondence.
- Implemented new working processes which delivered continued improvements.
- Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
- Worked with [Job title][Job title]Engineers to create prototypes of new designs and training materials.
- Set up and calibrated machinery to meet specific production requirements and meet desired tolerances.
- Documented counts and sorted finished work to promote easy access for shipping or additional processing.
- Molded team and embraced change to adapt within dynamic market.
- Cross-trained and provided back up for customer service managers.
- Provided constructive criticism regarding quality assurance on collections team phone calls.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Built strong relationships with customers through positive attitude and attentive response.
ITP 1 Team Leader
FCA LLC
Kokomo, IN
01.2013 - 01.2018
- Mentored and guided employees to foster proper completion of assigned duties.
- Maximized efficiency by removing safety hazards and debris from work areas.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Assisted management with new hire processing and existing training programs.
- Led team of 12 members while providing exceptional customer service.
- Adhered to rigorous standards for customer service, merchandising and operational safety.
- Initiated timely response to emails, voicemails and written correspondence.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Coordinated weekly meetings for internal and external groups, including teleconferences and videoconferences, interacting with all levels of management.
- Implemented new working processes which delivered continued improvements.
- Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
- Partnered with managers to identify and capitalize on sales trends and brand initiatives.
- Kept equipment running by clearing jams using WCM and quality.
- Set up and calibrated machinery to meet specific production requirements and meet desired tolerances.
- Documented counts and sorted finished work to promote easy access for shipping or additional processing.
- Molded team and embraced change to adapt within dynamic market.
- Monitored operating machinery to assess progress, adjust settings and maintain desired tension and speeds.
- Cross-trained and provided back up for customer service managers.
- Provided constructive criticism regarding quality assurance on collections team phone calls.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Built strong relationships with customers through positive attitude and attentive response.
Team Member
FCA LLC
Kokomo, IN
02.2010 - 08.2012
- Pursued learning opportunities to advance knowledge and take on leadership position.
- Contributed to team success by completing jobs quickly and accurately.
- Reviewed SOP-Standard Operating Procedures component quality to assess conformance with tolerances and remove unacceptable products.
- Reviewed project specifications and drawings prior to assembling complex gears components to better understand assignments and expected deadlines.
- Worked 8 different stations each month to provide optimal coverage and meet production goals.
- Trained new employees by relaying information on company procedures, safety requirements and time and delivered constructive criticism upon completion of job tasks.
- Quickly adapted plans and adjusted proper equipment to maintain high standards of functionality and safety.
- Kept work areas clean, organized and safe to promote efficiency and team safety.
- Lifted, stacked and transported boxes weighing up to 15 pounds.
- Coordinated work of accurate deadlines project dedicated to raise awareness of need, applying strong project and team leadership to enhance success.
- Conducted frequent equipment inspections and basic repair actions to keep machinery operating at peak levels.
- Maintained order accuracy and customer satisfaction by double-checking packing labels while packaging handling products.
- Handled troubleshooting tasks and used the right methods to immediately rectify assembly line issues.
- Maximized team knowledge and productivity by effectively training, monitoring and directing employees in application of best practices and regulatory protocols.
- Developed strong cooperative relationships with coworkers and managers.
- Sought out ways to go above and beyond job requirements.
- Maintained productive, efficient approach to all tasks.
- Operated all guidelines and safety of machinery safely to reduce workplace accidents.
- Resolved team issues quickly to maintain productivity goals.
Employee Assistance Representative
Chrysler LLC, UAW EAP REP
Fenton, MO
01.2006 - 02.2010
- Delivered accurate, consistent and timely responses to HR process, system and policy requests and maintained contact until request was resolved.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
- Administered benefits programs, analyzed compensation and other competitive data and prepared budgets.
- Assisted senior management with making key decisions by developing and submitting performance and compensation reports with status updates and improvement recommendations.
- Maximized team knowledge and productivity by effectively training, monitoring and directing employees in application of best practices and regulatory protocols.
- Coordinated implementation of people-related services, policies and programs through departmental staff.
- Planned, monitored and appraised employee work results by training managers to coach and discipline employees.
- Acted as staff member advocate, encouraging and supporting management to identify and resolve conflicts.
- Reduced expenses by analyzing compensation policies and implementing competitive programs while ensuring adherence to legal requirements.
- Worked alongside global business leader to deploy new training strategies.
- Maintained work structure by updating job requirements and job descriptions for all positions.
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
Consumer Relations Representative
Chrysler LLC- St. Louis North Assembly Plant-UAW PQI Communications
Fenton, MO
01.2000 - 01.2005
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Trained new personnel regarding company operations, policies and services.
- Recommended quality vehicles to customers, thoroughly explaining details.
- Worked with vendors to schedule more than 100 daily pickups and 250 weekly deliveries.
- Recorded actions taken, issues resolved and all information to effectively manage customer accounts.
- Entered customer interaction details in database to track requests, document problems and record solutions offered.
- Investigated and resolved customer inquiries and complaints quickly.
- Cross-trained and provided back up for customer service managers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Entered orders into PQI-Product Quality Improvement computer database system.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 98%.
- Facilitated inter-departmental communication to effectively provide customer support
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Optimized customer support by establishing collaborative service environment.
- Educated customers about billing, payment processing and support policies and procedures.
- Met all customer call guidelines including service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Scored in top 90% of employees for successful communicating.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Improved overall efficiency 87% by anticipating needs and providing outstanding support.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Delivered excellent customer service, resulting in consistent 92% customer satisfaction rating.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Answered average of 80-150 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Facilitated priority orders and completed accurate to meet aggressive deadlines.
- Effective liaison between customers and internal departments.
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
- Responded to customer requests for products, services and company information.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Increased efficiency and team productivity by promoting operational best practices.
- Trained staff on operating procedures and company services.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Followed up with customers about resolved issues and completed mission statement and goal to maintain high standards of customer service.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Forged and nurtured impactful relationships with customers to cultivate loyalty, boosting customer satisfaction ratings 85%.
- Implemented and developed customer service training processes.
- Communicated with vendors regarding back order availability, future inventory and special orders.
- Managed timely and effective replacement of damaged or missing products.
- Investigated and resolved accounting, service and delivery concerns.
- Effectively communicated with customers about account changes, new guidelines products or services and potential product upgrades.
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Business Owner/Operator
Williams Heating And Cooling LLC
Florissant, MO
03.2002 - 12.2004
- Devised, deployed and monitored processes to boost long-term business success and increase profit levels 70%.
- Devised and deployed sales and marketing tactics to drive strategic growth and support achievement of revenue goals.
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
- Put together realistic budgets based upon costs and fees for effectively operating business.
- Consulted with customers to assess needs and propose optimal HVAC solutions.
- Evaluated suppliers by assessing quality, timeliness and compliance of deliveries to maintain tight cost controls and maximize business operational efficiency.
- Stayed current with market trends to determine optimal pricing of goods and services and to capitalize on emerging opportunities.
- Input income and expense details into Quicken to track business finances and address variances.
- Kept all building areas and equipment functional and well-organized to promote business performance.
- Trained and motivated 20 employees to perform daily business functions, including Customer Serive and accuracy.
- Provided outstanding coaching to team of 20 employees, which boosted efficiency throughout company.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Conducted target market research to scope out industry competition and identify advantageous trends.
- Established and administered annual budget with effective controls to prevent overages, minimize burn rate and support sustainability objectives.
- Maintained up-to-date administrative records to monitor operational conditions.
- Created and monitored marketing promotional approaches to increase sales and profit levels 70%.
- Achieved sales goals and increased revenue and profits for heating and cooloing store through effective strategy development and organizational leadership.
- Created and monitored marketing promotional approaches to increase sales and profit levels 50%.
- Applied human resources expertise to optimize hiring, training and performance.
- Collaborated with development teams, internal customers and product line management to verify delivery of desired quality requirements to distributors.
- Learned and remained updated on statutory requirements and regulations.
- Maintained updated knowledge of regulatory changes to adjust business operations accordingly.
- Employed prompt decision-making and in-depth research to resolve issues efficiently and effectively.
- Verified parts and materials through audit inspections and independent checks.
- Used print strategies such as newspaper ads, business catalogs and marketing brochures to bring in and capture new customer business.
- Enhanced product awareness by taking pictures of new and available product offerings and posting to company's website and media accounts.
- Established, optimized and enforced business policies to maintain consistency and high-quality standards across market operations.
- Reconciled daily sales, returns and financial reports with microsoft and utility.
Door fitter
Chrysler LLC
Fenton, MO
01.1995 - 01.1999
- Successfully established a new Adult and Teen Crisis Program in Church.
- Assisted individuals and their families with psychological problems, addiction issues and financial concerns by providing them with adequate referrals.
- Counseled students on defining careers and work related goals and objectives.
- Organized , highly motivated, and detail-directed problem solver.
- Trainer for Workplace Violence Prevention Program, Diversity and Sexual Harassment classes – taught 3500 employees, management and union in the Chrysler LLC St.
- Louis North Assembly Plant.
- Fabricated pipe spools for butt weld, socket weld and threaded systems utilizing proper fit up techniques such as root openings on butt weld fittings and set back on socket weld fittings.
- Translated general notes in reference texts and drawings or schematics into concrete applications of technical principles resulting in exceptional efficiency or durability of systems installed.
- Measured, marked, cut, bored, fitted and installed various piping or structural components in accordance with blueprints and job specifications using hand and power tools.
- Identified equipment and production non-compliance issues and notified foreman to facilitate resolution.
- Performed pneumatic and hydrostatic testing of systems and modified, repaired or expanded upon existing systems based on thorough understand of working mechanics.
- Followed safe work practices, which included fall protection and personal protective equipment.
- Recorded center to center measurements of area requiring field run systems and fabricated system based on measurements taken, applying specialized fit up techniques as appropriate.
- Fabricated, assembled, installed and maintained piping systems.
- Followed fitting procedures and principles used in fabrication of offshore jackets, decks, heliports and production facilities.
- Applied knowledge of both standard and metric measurements and performed math associated with pipe installation, adapting items manufactured within different systems of measurement as needed.
- Identified types of pipe fittings by symbols, applying knowledge of different type valves and specialized functions, including gate, globe, butterfly, check, knife and others.
- Corresponded with supervisor to identify and carry out projects, implementing repairs, expansions and new installations according to customer requirements.
Education
MBA - Human Resources
Lindenwood University
St Louis, MOB.A. - Criminal Justice, Psychology
Lindenwood University
Skills
Staff supervision
Effective leader
Relationship building
Coaching and mentoring
Scheduling
Business Development
Staff training/development
Client account management
Customer Service Relations
Notary
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations
UAW Involvement - Community Involvement
Chairperson of Local 685 Women’s Committee
Member of Multiple committees, Education, Election,
Platinum V-CAP member.
Member of CLUW (Coalition of Labor Union Women)
Member of CBTU (Coalition of Black Trade Unionists)
Member of NAACP
Delta Gem Activist – Helping youth with scholarships
Community Service Worker – Non for Profit Organizations
Timeline
Restaurant Owner
Soul Sisters Southern Kitchen
11.2019 - 01.2021
ITP 1 Team Leader
FCA-LLC, Pinions Line
03.2017 - 11.2020
ITP 1 Team Leader
FCA LLC
01.2013 - 01.2018
Team Member
FCA LLC
02.2010 - 08.2012
Employee Assistance Representative
Chrysler LLC, UAW EAP REP
01.2006 - 02.2010
Business Owner/Operator
Williams Heating And Cooling LLC
03.2002 - 12.2004
Consumer Relations Representative
Chrysler LLC- St. Louis North Assembly Plant-UAW PQI Communications
01.2000 - 01.2005
Door fitter
Chrysler LLC
01.1995 - 01.1999
B.A. - Criminal Justice, Psychology
Lindenwood University
MBA - Human Resources
Lindenwood University