Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
Generic

Keisha Williams

Menifee,CA

Summary

Dynamic Customer Service Manager with a proven record in elevating client satisfaction at American Airlines through strategic communication and quality improvement practices. Expertise in data analysis and team development has led to the identification of performance gaps, resulting in actionable solutions that enhance service standards and strengthen client relationships.

Overview

36
36
years of professional experience

Work History

Customer Service Manager

American Airlines
Cary, North Carolina
09.2013 - 01.2025
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.

Communications Officer

USAF
Minot AFB, ND
10.1988 - 09.2012
  • Trained and mentored personnel on security protocol adherence and compliance with safety guidelines.
  • Analyzed data from surveys to develop reports that informed decision making processes within the organization.
  • Evaluated systems, identified issues and developed appropriate solutions.
  • Evaluated effectiveness of existing communications programs and recommended improvements where necessary.
  • Provided hands-on installation, maintenance, configuration and troubleshooting of global communication equipment.
  • Maintained ultra-high frequency, high frequency and radioteletype communication circuits.
  • Generated monthly analytics reports outlining performance metrics across all channels used in communications efforts.
  • Verified proper handling and routing of communications and classified data.
  • Maintained updated and thorough understanding of COMSEC best practices, procedures and technology.

Education

Bachelor of Science - Information And Communication Technology

University of Maryland Global Campus
Hyattsville, MD
06-2007

Skills

  • Client Support
  • Team Development
  • Effective Conflict Resolution
  • Client Relationship Management
  • Data analysis
  • Quality Improvement Practices
  • Strategic Communication
  • Analytical Decision Making
  • Problem Solving

Affiliations

  • In my free time, I enjoy camping and exploring off road adventures in my Jeep. I also enjoy traveling!

References

References available upon request.

Timeline

Customer Service Manager

American Airlines
09.2013 - 01.2025

Communications Officer

USAF
10.1988 - 09.2012

Bachelor of Science - Information And Communication Technology

University of Maryland Global Campus

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Keisha Williams