Keisha Williams
Wilson,NC
Summary
Driven Operations Team Leader with an adaptable and insightful approach to tackling all types of business issues. Open and encouraging supervisor practiced at motivating employees to meet challenging demands. Eager to take on a challenging new role and put nine years of experience to use in support of business needs.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Mechanical Assembler III
Collins Aerospace
06.2022 - Current
- Become subject matter experts in assigned work cell(s)
- Provide preliminary review of employees for OJT sign-off
- Ability to communicate & document standard work changes
- Interview operators on hourly basis to determine if operators are achieving expectations (i.e Pitchwalk)
- Determine what is driving underperformance
- Provide countermeasure to underperformance
- Escalate underperformance to Supervisor, if needed
- Perform stand down training with each operator within assigned work cell(s)
- Performed at Tier I and Tier II or individually based on stand down communication
- Demonstrate usage of tools and workstation
- Either for training, or when observed to be performing the incorrect way by and employee within assigned work cell(s)
- Support operations by performing the following functions:
- Identify Flow Inhibitors and material shortages and escalate accordingly
- Perform regular Gemba Walks to observe non-standard production
- Report output on an hourly basis and update Pitchwalk and Tier boards accordingly
- Use problem solving skills to resolve issues in timely manner
- Ensure shift change is executed properly between shift leads, as well as with operators at each station
- Review roster and skills matrix to optimize work stations
- Provide suggestions to the Supervisor on cross-training potential and depth building
- Ensure training and cross-training is completed in a timely manner, based on specific work station
- Support CORE and Continuous Improvement activities
- Support quality through the following functions:
- Ensure QN's are being open and closed in a timely manner
- Facilitate Operator discussions on performance before escalation to the Supervisor
- Streamlined workflow for increased productivity with effective communication and collaboration among team members.
Customer Contact Center Supervisor
Carter Bank and Trust
11.2019 - 09.2023
- Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner
- Provides continual evaluation of processes and procedures
- Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
- Ensures employees have appropriate training and other resources to perform their jobs
- Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives
- Directed, guided, coached and mentored team of 20 agents and surpassed individual and corporate goals
Operations Team Leader
Concentrix
07.2015 - 05.2019
- Kept team in compliance with all applicable company and legal standards
- Generated reports detailing operational performance as compared to targets
- Drove team performance through effective training, coaching and motivating of line employees
- Worked with managers to implement the company's policies and goals
- Monitored the production processes and adjusted schedules
- Managed quality control and maintained high customer satisfaction
- Trained, coached and managed a 25-person team
Education
Bachelor's - Business Management
Post University
Connecticut12-2025
Associate of Arts - Business Administration
Wilson Community College
Wilson, NC01.2017
Associate of Arts - Cosmetology Certification
Mitchell's Hair Styling Academy
Raleigh, NC03.2011
Skills
- Business development
- Process improvement
- Recruiting
- Quality Control
- Team Management
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Certification
- Six Sigma Certification
Timeline
Mechanical Assembler III
Collins Aerospace
06.2022 - Current
Customer Contact Center Supervisor
Carter Bank and Trust
11.2019 - 09.2023
Operations Team Leader
Concentrix
07.2015 - 05.2019
Associate of Arts - Business Administration
Wilson Community College
Associate of Arts - Cosmetology Certification
Mitchell's Hair Styling Academy
Bachelor's - Business Management
Post University
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