Kelli Williams
Longview,WA
Summary
Positive, upbeat, and analytical problem-solver with talents for leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Expertise in using independent decision-making skills and sound judgment to positively impact team success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement.
Overview
23
23
years of professional experience
Work History
Licensing Service Representative 4
Washington Department Of Licensing
10.2022 - Current
- Collaborated with other government agencies to clarify policy, educate and align practices
- Provided complex and creative problem solving for all vehicle licensing offices in 39 counties
- Traveled to individual vehicle licensing offices to mentor, coach and train their staff as well as evaluate their processes and efficiency
- Utilized manager level decision making for interpretation of DOL policies, RCWs, and WACs to provide exceptions or alterations for all vehicle licensing offices
- Designed educational content and presented it at conferences for DOL Subagents/Agents
Deputy Auditor/Certified Licensing Agent
Cowlitz County Auditor
08.2021 - 10.2022
- Stayed up-to-date on Washington laws and licensing requirements to complete accurate and efficient reviews.
- Worked closely with applicants to determine eligibility and verify accuracy and integrity of application for vehicle titling and licensing.
- Issued various permits and licenses such as marriage licenses and collected appropriate fees.
- Responded to requests for information from public, other municipalities or state and federal legislative offices.
- Mentored and trained new employees on DOL practices and requirements
Licensing Agent/Office Manager
Lewis River Auto Licensing
03.2019 - 08.2021
- Managed office operations and employees while also performing Licensing Agent duties.
- Trained new employees on standard procedures and legal requirements
- Mentored seasoned employees on efficient ways to meet DOL standards
- Streamlined licensing processes by implementing efficient workflow strategies and reducing approval times.
Quality Training Coach
Premera Blue Cross Of Washington
12.2013 - 06.2016
- Monitored calls received by Customer Service Representatives for accuracy, quality, and regulated privacy practices.
- Coached and mentored Customer Service Reps by reviewing their calls with them and providing feedback.
- Created curriculum for new hire training classes
- Created and conducted First Call Resolutions workshops.
- Assisted in analyzing and assessing training and development needs for organizations, departments and individuals.
- Developed training handbooks, computer tutorials and reference materials.
Customer Service Representative
Premera Blue Cross Of Washington
01.2012 - 12.2013
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Promoted to Senior Customer Service Rep within 6 months of hire date.
- Acted as Subject Matter Expert for new hire training classes.
Customer Service Manager
Best Buy
11.2003 - 01.2012
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
Platoon Sergeant
United States Army Reserve
08.2001 - 08.2009
- Directed collection, organization and application of field intelligence and combat data to enhance troop safety and operational success.
- Oversaw teams planning, implementing and realigning field and base operational strategies.
- Managed all aspects of administrative and personnel needs of ground supply operations.
Education
No Degree - Elementary Education
Concordia University
Portland, ORSkills
- Team Leadership
- Staff Management
- Focus on accuracy
- Constructive resolution to challenges
- Training Method Development
- Detail-oriented
- Conflict resolution
- Creative problem solving
- Documentation and control
Timeline
Licensing Service Representative 4
Washington Department Of Licensing
10.2022 - Current
Deputy Auditor/Certified Licensing Agent
Cowlitz County Auditor
08.2021 - 10.2022
Licensing Agent/Office Manager
Lewis River Auto Licensing
03.2019 - 08.2021
Quality Training Coach
Premera Blue Cross Of Washington
12.2013 - 06.2016
Customer Service Representative
Premera Blue Cross Of Washington
01.2012 - 12.2013
Customer Service Manager
Best Buy
11.2003 - 01.2012
Platoon Sergeant
United States Army Reserve
08.2001 - 08.2009
No Degree - Elementary Education
Concordia University
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