Keishia Williams
Irving,TX
Summary
Customer Support and Operations expert with a strong background in developing scalable support processes and managing complex escalations. Skilled in enhancing customer experience through strategic vendor management and performance monitoring. Committed to fostering team development and operational readiness for successful product launches and initiatives.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Customer Support Manager
EDMENTUM
Irving, USA
02.2023 - Current
- Lead multi-tier customer support operations for K–12 education technology platforms supporting educators, administrators, students, and district partners nationwide.
- Manage vendor performance, service level agreements (SLAs), quality standards, and customer satisfaction outcomes.
- Oversee escalation management for high-priority, complex, and enterprise-level customer issues.
- Partner with Product, Engineering, Customer Success, Implementation, and Integrations teams to resolve issues and improve customer experience.
- Monitor and drive performance against key metrics including CSAT, resolution time, quality scores, and service levels.
- Lead operational readiness for product launches, system updates, and organizational initiatives including MajorClarity integration.
- Provide coaching, development, and performance management for supervisors, leads, and support staff.
Licensed Real Estate Agent
BK REALTY
12.2019 - Current
- Guide buyers and sellers through real estate transactions including contracts, negotiations, and closing processes.
- Build and maintain strong client relationships leading to repeat business and referrals.
- Provide market insights and strategic guidance to clients.
- Recognized with Top 3 Rookie Award (2020).
Owner | Event Experience Expert
KEIEVENTS
01.2008 - Current
- Founded and operate event planning business specializing in corporate and private events.
- Manage client relationships, vendor coordination, budgets, timelines, and execution.
- Oversee business operations including contracts, logistics, and service delivery.
Operations Supervisor / Manager
MERCEDES-BENZ FINANCIAL SERVICES
01.2002 - 12.2018
- Progressive leadership roles overseeing customer service operations, dealer support, dispute resolution, bankruptcy/repo operations, compliance, vendor management, and enterprise customer experience within a global financial services organization.
- Led multiple operational teams (20+ employees) across customer service, dealer support, dispute resolution, bankruptcy, and repossession functions.
- Partnered with executive leadership to analyze performance metrics, identify trends, and implement operational improvements.
- Managed attorney network of 200+ external legal partners supporting bankruptcy and legal recovery processes.
- Collaborated with bankruptcy trustees, compliance teams, and legal counsel to ensure regulatory adherence and risk management.
- Directed loss mitigation, bankruptcy, and repossession operations balancing customer experience, compliance, and financial recovery goals.
- Supported 300+ authorized Mercedes-Benz dealerships and partnered with Dealer Relationship Managers to resolve escalations.
- Served as liaison between dealers, internal departments, executive leadership, vendors, and external partners.
- Managed third-party vendors supporting customer service operations and monitored performance against SLAs and quality standards.
- Conducted reporting, forecasting, and operational analysis to support executive decision-making.
- Consistently achieved or exceeded KPI, service level, and quality performance goals.
- Recognized with Excellence Performance Ratings and executive leadership recognition.
- Global financial services organization.
Education
High School Diploma -
Trimble Tech
Fort Worth, TX06-1990
Skills
- Customer Support Operations
- Escalation Management
- Customer Advocacy
- Operational Strategy
- Performance management
- Process Improvement
- Knowledge Management
- Vendor Management
- Change management
- Risk management
- Team leadership
- Training & Coaching
- Collaboration
- Operational excellence
- Experience strategy
Certification
- Texas Real Estate License
- Notary / Loan Signing Agent
- Toastmasters International Member
Community And Leadership
- Mentor, HORJ
- Volunteer, Reign Inc.
Timeline
Customer Support Manager
EDMENTUM
02.2023 - Current
Licensed Real Estate Agent
BK REALTY
12.2019 - Current
Owner | Event Experience Expert
KEIEVENTS
01.2008 - Current
Operations Supervisor / Manager
MERCEDES-BENZ FINANCIAL SERVICES
01.2002 - 12.2018
High School Diploma -
Trimble Tech