Kelsi Williams
Detroit,MI
Summary
Energetic leader promotes 5+ years of industry experience with superior record of accomplishment. Ambitious and highly motivated customer service professional surpasses demanding objectives and achieves or exceeds set goals.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills Experienced individual with over 10+ years of experience in customer service and working with others. Excellent reputation for resolving problems and improving customer satisfaction. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Direct Care Manager
Perfecting Lifestyles
09.2022 - 04.2025
- Streamlined documentation processes, resulting in more accurate and timely reporting of client progress.
- Prioritized client-centered care by regularly soliciting feedback from clients and their families regarding services provided.
- Improved team communication by conducting regular meetings and providing ongoing feedback to direct care staff.
- Optimized budget allocation by closely tracking expenses and identifying cost-saving measures where appropriate.
- Collaborated with interdisciplinary teams to develop comprehensive support plans addressing clients'' physical, emotional, and social needs.
- Elevated overall quality of care within the facility through rigorous monitoring and evaluation processes coupled with targeted intervention strategies.
Regional Case Manager
Volkswagen
12.2018 - 12.2022
- Promoted from phone advocate in less than a year for exceptional customer service, maintaining or exceeding survey scores, and recognized for perfect attendance.
- Helped patients receive appropriate, high-quality care with reasonable results.
- Mentored, trained, and developed new hires in a variety of areas including processes, procedures, documentation, and company protocols.
- Answered inbound calls pertaining to customer warranties, questions/concerns, requests for assistance in other departments, while efficiently using available resources when necessary.
Front Desk Agent
Joyful Home Care
10.2016 - 08.2019
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
Customer Service Advocate
Dialog Direct
03.2014 - 09.2016
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
Education
GED -
General Education Development Program
Skills
- Service Referrals
- Family Education Programs
- Documentation
- Verbal and Written Communication
- Problem Solving
- Active listening
- Communication
- Computer skills
- Customer service
- Interpersonal skills
- Leadership
- Management skills
- Problem-solving
- Time management
- Transferable skills
Timeline
Direct Care Manager
Perfecting Lifestyles
09.2022 - 04.2025
Regional Case Manager
Volkswagen
12.2018 - 12.2022
Front Desk Agent
Joyful Home Care
10.2016 - 08.2019
Customer Service Advocate
Dialog Direct
03.2014 - 09.2016
GED -
General Education Development Program
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