Keisha Williams
Philadelphia,PA
Summary
am a creative and energetic client-focused management professional who assists with all aspects of client relations, customer service/service recovery, client management, and other client-related concerns in my current employment positions. I am detail-oriented, reliable, and proactive in my thinking. Customer-oriented Program Manager with over 25 years of experience in strategic planning and complex problem-solving. Expert in networking, marketing, cross-functional communication, employee supervision, and process improvements. Decisive leader ready to leverage background in program management to expand organizational success. Authorized to work in the US for any employer
Overview
23
23
years of professional experience
Work History
Regional Manager
Covid City Testing
Philadelphia, PA
01.2022 - Current
- Guiding management staff in my region
- Setting performance objectives
- Evaluating and optimizing operational performance
- Ensuring regulatory and company standards are upheld and preparing operations and financial reports
- Staffing and profit, and other operations at each branch that I oversee
- Recruiting, training, and supporting general managers as well as conducting regular performance appraisals
- Developing and implementing business, marketing, and advertising plans
- Managing internal and external stakeholder relations and negotiating contracts
- Planning, evaluating, and optimizing operations to be efficient and cost-effective.
Area Manager
Sweet Treat Hut
Philadelphia, PA
09.2021 - 12.2021
- Responsible for all the performances of a company’s branch including its employees in a specified area of responsibility
- Responsible for improving poor performance in marketing, production, and management
- Providing training and development for staff
- Ensuring quality consistency across the region and increasing sales and profitability in their region
- Oversees operations at several locations within the same region
- Formulating fruitful business development strategies to ensure long-term success
- Setting standards and objectives for different stores and departments
- Optimizing and overseeing operations to ensure efficiency
Program Director
VIP Community Services
Bronx, NY
01.2019 - 10.2020
- Uncovered issues to determine solutions and assist program participants
- Improved cross-departmental cooperation and information communication processes by providing presentations to satff members and administration
- Designed and implemented standard operating procedures in various departments for optimal efficiency
- Supervised employees and oversaw operations for programs to ensure success and generate over $ 1 million in revenue
- Verified accuracy of programming logs and conformance with FCC rules and regulations.
Data Analysis Manager
VIP Community Services
Bronx, NY
04.2017 - 01.2019
- Led training and educational activities for entire staff from physicians to administrative personnel
- Took part in meetings and commiees to discuss such topics as electronic health records and communicate best ways to improve workflows
- Worked with physicians and nurses to find methods to improve the quality of patient health documents and records
- Managed and directed 10 individuals within the organization
- Developed data management plans and reports, validation procedures and data entry processes
- Implemented clinical system requirements, including data release formats, delivery schedules and testing protocols to confer with end users
- Managed user access, including activating and deactivating accounts, upholding strict security standards in all areas
- Developed technical specifications for data management programming to communicate information to technical staff
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
Logistics Coordinator
A1 International, Inc
Philadelphia, PA
10.2014 - 09.2016
- Security policies and downstream service-related customer-related concerns including but not limited to
- Customer Service escalations
- Liaise between AMAZON and A1 customer support
- Document / solve service related bolenecks on both ends of the delivery pipeline
- Document / solve when possible safety & security concerns
- Prepare detailed fulfillment reports
- Update and file customer service escalations
- Maintain a safe working environment for A1 Service Personnel.
General Manager
Sweat Fitness
Philadelphia, PA
07.2010 - 04.2015
- Responsible for the day to day operations of the fitness facility with full
- P&L responsibility responsibilities included but were not limited to
- Facilitating budget preparation
- Set monthly goals for the sales team, including the management of logistics and timelines
- Develop and cultivate the sales team to ensure sustained profitability and achievement of all goals
- Develop and execute new ideas to drive sales
- Oversee recruitment and retention of gym memberships
- Coordinate opportunities with companies for corporate partnership.
General Manager
Strikes Bowling Lounge
Philadelphia, PA
08.2004 - 12.2010
- Responsible for the development of a leadership team of six and the overall development of a staff of thirty (30) Ensured appropriate staffing levels of the restaurant and bowling alley
- Oversaw the training of new employees
- Maintained an atmosphere of service excellence and created customer-friendly resolutions to make sure all patrons had a pleasurable experience.
General Manager
Starbucks Coffee Company
01.1997 - 01.2003
- Assigned daily tasks and set weekly goals for partners and managers of the store
- Conducted store meetings and established creative direction
- Evaluated partners annually and managed productivity
- Handled banking and financial duties such as deposits, collections and accounts receivable
- Consistently delivered sales and profit to obtain a business-to-business sales position
- Ensured that the Starbucks “Service Experience” was consistently provided for all customers, maintained quality store operations at all times and provided leadership that ensured store partners were positively empowered and financial contributions maximized.
Education
High school diploma -
Skills
- Program leadership
- Team building
- Budget coordination
- Multitasking
- Performance monitoring
- Training & Development
- Policy and procedure improvements
- Capital improvement planning
- Project management
- Sales
- Management
- Supervising experience
- B2B sales
- Logistics
- Digital marketing
- Restaurant experience
- Leadership
- Budgeting
- Retail management
- Merchandising
- Payroll
Timeline
Regional Manager
Covid City Testing
01.2022 - Current
Area Manager
Sweet Treat Hut
09.2021 - 12.2021
Program Director
VIP Community Services
01.2019 - 10.2020
Data Analysis Manager
VIP Community Services
04.2017 - 01.2019
Logistics Coordinator
A1 International, Inc
10.2014 - 09.2016
General Manager
Sweat Fitness
07.2010 - 04.2015
General Manager
Strikes Bowling Lounge
08.2004 - 12.2010
General Manager
Starbucks Coffee Company
01.1997 - 01.2003