KARL WILLIAMS JR.
Detroit,MI
Summary
Seasoned professional with strong leadership and interpersonal skills. Adds energy and value to organizational quest for excellence. Consistently achieving company objectives to secure client satisfaction and loyalty.
Overview
23
23
years of professional experience
Work History
Banking Specialist
USAA - Qualfon
Highland Park, MI
08.2024 - Current
- Serve USAA members with needs regarding their checking, and savings accounts
- Provide excellent service, and personalized experience while handling questions and concerns
- Give accurate, and detailed information regarding deposits, withdrawals, payment history, and future payments
- Utilize resources to assist members, and recommend solutions to help members with all of their banking requests
- Make sure all desks are nicely kept, and that computers are locked to ensure compliance
- Distribute, and collect security tokens, to allow confidential access to USAA systems and programs.
Mortgage Loan Specialist
Mortgage One Funding
Troy, MI
08.2023 - 08.2024
- Reach out to homeowners who recently applied to refinance their homes, or make a new purchase
- Use customer service, and sales skills, handle objections, and provide solutions for qualifying applicants
- Consult and follow up with clients
- Determine debt to income, and loan to value qualifications
- Work with homeowners to complete their goals for new or existing property.
Account Executive
Frontier - Infinity
Bingham Farms, MI
11.2022 - 08.2023
- Sell internet and phone products to businesses
- Consult new and existing customers on products, and qualify locations of interest
- Place orders and establish appointments for installation
- Keep track of pending sales, prospect leads, and handle customer concerns regarding activation of services.
Business Development Representative
Verizon - Infinity
Bingham Farms, MI
04.2022 - 11.2022
- Sell Verizon Connect services to business owners to manage their fleet
- Consult businesses and probe to find out company needs, and fleet sizes to provide a gps tracking solution
- Set appointments with franchise owners and provide a demonstration of services.
Signing Agent Coordinator
Amrock
Detroit, MI
08.2019 - 01.2020
- Assign notary to refinance and purchase signings by phone call and email
- Ensure that availability is communicated and that closing fees and documents are prepared for borrowers
- Reach out to support teams for escalations, and unresolved issues
- Make sure that every refinance between lenders are covered with an attorney or notary.
Account Executive
Google - Infinity
Farmington Hills, MI
11.2016 - 05.2019
- Provide guidance to increase return on investment for advertising using Google Ad Words, and Google Local Services platforms
- Make outbound calls to business owners to provide features and benefits of Google products and services
- Help provide solutions for budgeting and to help the business achieve return on investment
- Help build campaigns, and profiles for customers who are looking to get better results on the Google search engine.
Account Manager
Directv
Troy, MI
01.2015 - 10.2015
- Contact previous Directv customers who cancelled service to provide exclusive offers to retain business
- Use Discovery questions and probing to find out reason for cancellation and provide a solution based upon discovery of the cancellation reason.
Assistant Trainer
GreatCall - Dialog Direct
Troy, MI
05.2012 - 01.2015
- Call existing customers in good standing to offer home security bundle options
- Recommend package plans, process credit card payments, set installation dates for all verticles
- Train new hires in classroom setting on GreatCall products, policies, and call procedures
- Listen to recorded calls, and score them to ensure great customer experience
- Help agents with performance issues in areas that need improvement
- Train all call center managers and coaches on upselling techniques
- Come up with daily contest and incentives to motivate call center floor.
Inside Sales Executive
Comcast Xfinity
Plymouth, MI
08.2008 - 03.2011
- Received incoming calls from customers and helped them regarding all aspects of cable plans and services
- Helped customers with understanding their bills while providing the features and benefits of Comcast products
- Scheduled appointments for installation and resolved customer service issues
- Process credit card payments to render new services and clear balances.
Telemarketing Manager
Genesis Mortgage
Livonia, MI
01.2004 - 06.2008
- Managed outbound call center operation
- Administered predictive dialer system to maintain call flow and prosperous mortgage leads
- Provided training, generated scripts, and monitored calls to ensure maximizing of sales opportunities
- Organized meetings, employee work schedules, and submitted payroll for telemarketing agents
- Interviewed potential candidates for hire.
Telemarketer
Detroit Newspapers
Detroit, MI
07.2001 - 11.2003
- Placed calls to residential areas to sell home delivery of the Detroit News and Free Press
- Arranged customers invoices and billing cycles
- Followed sales campaigns to market promotions to selected clients
- Assembled with other team members and created oral presentations to achieve department goals.
Education
High school or equivalent - Business Management
Henry Ford Community College
Dearborn, MIGeneral Studies -
Samuel C. Mumford High School
Detroit, MISkills
- Account Management
- Presentation skills
- Sales
- Interviewing
- Cold Calling
- Business development
- Data Entry
- Leadership
- Salesforce
- Quality assurance
- Google AdWords
- Root cause analysis
- Outbound Sales
- Budgeting
- Upselling
- Supervising experience
- Classroom Experience
- Computer skills
- Google Analytics
- Marketing
- Inside Sales
- Organizational skills
- Communication skills
- Negotiation
- Training & development
- Staff Management
- Adult learning
- Strategic Planning
- Training delivery
- Process Improvement
- Call center
- Training and mentoring
- Banking
- Complex Problem-Solving
- Relationship management
- Processes and procedures
- Customer service
- Goal-Oriented
- Telemarketing
- Staff Discipline
Additional Information
Goal oriented, with good leadership qualities. Can train and supervise effectively Excellent listening skills. Can tone-match, build great rapport, and up-sell. Well organized with the ability to multi-task. Fast learner Incredible with selling the value, features, and benefits of a service or product.
Timeline
Banking Specialist
USAA - Qualfon
08.2024 - Current
Mortgage Loan Specialist
Mortgage One Funding
08.2023 - 08.2024
Account Executive
Frontier - Infinity
11.2022 - 08.2023
Business Development Representative
Verizon - Infinity
04.2022 - 11.2022
Signing Agent Coordinator
Amrock
08.2019 - 01.2020
Account Executive
Google - Infinity
11.2016 - 05.2019
Account Manager
Directv
01.2015 - 10.2015
Assistant Trainer
GreatCall - Dialog Direct
05.2012 - 01.2015
Inside Sales Executive
Comcast Xfinity
08.2008 - 03.2011
Telemarketing Manager
Genesis Mortgage
01.2004 - 06.2008
Telemarketer
Detroit Newspapers
07.2001 - 11.2003
High school or equivalent - Business Management
Henry Ford Community College
General Studies -
Samuel C. Mumford High School