Joe L. Williams Jr.
Oak Park,Illinois
Summary
Highly skilled and experienced Project Coordinator and customer service case manager with a proven track record of successfully managing projects from inception to completion. Possessing exceptional organizational and communication skills, able to coordinate and prioritize tasks efficiently within the Customer Services industry. Adept at working with cross-functional teams and stakeholders to ensure project goals are met within the established timelines and budget. Proactive problem-solver with a keen eye for detail and a strong dedication to delivering high-quality results.
Results-oriented professional well-versed in project coordination and process improvement. Known for driving initiatives that streamline operations and enhance productivity. Proven ability to foster teamwork and adapt to evolving project needs with focus on achieving objectives.
Professional project specialist equipped to excel in coordinating and managing project activities. Brings strong focus on team collaboration and delivering results. Skilled in scheduling, budget management, and stakeholder communication. Reliable and adaptable, ready to meet changing project needs and ensure successful outcomes.
Overview
15
15
years of professional experience
Work History
Project Coordinator
Comcast Corporation
06.2021 - Current
- Schedules installation deliverables, and required tasks including ensuring deliverables are approved and uploaded
- Provides ongoing site updates hourly and adhere to all client established deadlines for scheduling
- Confirms field resources are on time and prepared by completing the confirmation phone calls to technicians
- Keeps management, clients and others informed of status and related issues
- Escalates operational issues to management
- Maintains levels of productivity by meeting KPI goals
- Works with Project Managers and other internal groups to ensure installation objectives and client expectations are met
- Manages projects of major importance to overall business operations by reporting status, tracking delays and making required adjustments
Elite Customer Experience Case Manager
Comcast Corporation
04.2018 - 06.2021
- Build professional rapport with internal and external customers by demonstrating active listening skills to ensure mutual understanding of customer’s concerns/comments
- Effectively communicate information, verbally, and/or in writing in a clear and informative manner and take appropriate ownership and accountability of customer issues and concerns, minimizing the need for future contacts
- Interpret, translate, explain, and provide applicable, accurate, and appropriate information with respect to products and services, equipment, policies and procedures, account status, marketing promotions and campaigns, serviceability, service problems, and more, as the need arises
- Analyze and solve problems regarding billing, service, sales, retention, and other issues
Lead Team Professional
Comcast Corporation
05.2016 - 04.2021
- Developed understanding of project vision as defined by customer business and technical requirements
- Development team within the degree of leadership and coaching for agents
- Manage Supervisor escalation calls from agents
- Interim supervisor for multiple teams
- Exploring Leadership Program
- Learning Nucleus (Trainer) program for new hires
- Elite Customer Experience project with corporate escalations
Customer Service Professional
Comcast Corporation
01.2014 - 05.2016
- Handle a large volume of incoming calls to assist our chronic customers that are within the first 120 days of installation and new customers with three or more calls in a 14-day period
- Manage all call types to resolve escalations
- Eliminate hand-off to supervisors and other departments by using advanced decision capabilities and various forms of communication
- Participated in the SME (Subject Matter Expert) program and assisted with new hire protocol
Shift Manager
Van Ru Credit Corporation
09.2010 - 08.2013
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Kept employees operating productively and working on task to meet business and customer needs.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
Education
Bachelor of Science - Liberal Arts and Science
Northern Illinois University
DeKalb, ILSkills
- Windows/Mac Platform
- MS Office: Word
- MS Office: Excel
- MS Office: PowerPoint
- MS Office: Outlook
- ServiceNow
- Salesforce
- Jira
- Web-Ex
- Acrobat Reader Pro
- ACSR
- Project Planning
- Product Management
- Troubleshooting
- Problem Solver
- Group Collaboration
- Facilitation
- Test Plan Writing
- Use Case Writing
- UAT
- System Testing
- Risk Assessment
- Prevention
- Client Management
- Vendor Management
- Detailed Oriented
- Superior Time Management
- Multitasking
- Policy Development
- Procedure Development
- Leadership
- Talent Development
- Excellent Written Communication
- Excellent Verbal Communication
- Process Improvement
- Optimization
- Problem-solving
- Project coordination
- Time management
- Detail-oriented
- Project management
- Critical thinking
- Decision-making
- Flexible and adaptable
- Attention to detail
- Project scheduling
Suffix
Jr.
Middle Initial
L.
Timeline
Project Coordinator
Comcast Corporation
06.2021 - Current
Elite Customer Experience Case Manager
Comcast Corporation
04.2018 - 06.2021
Lead Team Professional
Comcast Corporation
05.2016 - 04.2021
Customer Service Professional
Comcast Corporation
01.2014 - 05.2016
Shift Manager
Van Ru Credit Corporation
09.2010 - 08.2013
Bachelor of Science - Liberal Arts and Science
Northern Illinois University
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