Kendra Williams
Covington,GA
Summary
Dynamic professional with extensive experience at Lockheed Martin, excelling in wire assembly and troubleshooting. Proven ability to lead teams and enhance performance through effective communication and employee training. Adept at problem-solving and fostering relationships, consistently achieving operational goals while maintaining a high standard of customer service.
Overview
9
9
years of professional experience
Work History
Electrical & Electronics Mechanic
LOCKHEED MARTIN
02.2024 - Current
- Sets up and operates automated wire processing machines to number, cut, strip, lug and otherwise process wire for use in electrical parts, assemblies, and accessories, and corrects various machine stoppages and minor operating malfunctions
- Maintain a thorough knowledge of all company and departmental policies, practices, procedures, programs, and services to act as a resource for employees to answer routine and complex inquiries
- Assembles and wires completely, aircraft electrical, radio and radar units such as main junction and terminal boxes, main engine disconnect plug, main control, switch panels, radio panels, instrument panels (including installation of plumbing lines and fittings)
- Forms and runs harnesses, breaks out and terminates wiring to terminal points where wire routing and location of electrical units and accessories are established by jig board layouts
- Makes continuity checks (including necessary operation) of above assemblies and harnesses as required and sells same to inspection
- Assembles and wires various wire harnesses including electrical, radio and radar assemblies based on engineering information (Blueprints)
- Form and run harnesses on jig boards to established layout; make continuity checks as required
Supervisor Customer Care (Call Center)
Orkin Pest Control
Covington, GA
03.2022 - 02.2024
- Develop performance improvement/action plans to address performance gaps or deficiencies
- Ensure each department’s results (Customer Service, Termite Renewal and Retention) meet critical performance metrics such as adherence
- Maintain a thorough knowledge of all company and departmental policies, practices, procedures, programs, and services to act as a resource for employees to answer routine and complex inquiries
- Collaborate with BPOs (business process outsourcing groups), Workforce Management team, our field partners, and marketing team to make sure enough staffing is in place to properly answer call volume
- Onboard customer service new hires to include assignment and confirmation of training, assignment of work buddy, and ensure acclimation to the team to be successful teleworkers
- Develops people to meet both their career goals and the organization’s goals
- Achieve call center human resource objectives by orienting, training, assigning, coaching, counseling, and disciplining employees, communicating job expectations, monitoring, appraising, and reviewing job contributions
- Support the continued growth of the Customer Service department through continuous process improvement initiatives (coaching, training & developing new talent)
- Maintain a work environment that fosters a satisfied and engaged workforce that achieves the budgeted performance plan
- Recognize excellent performance and behaviors at every opportunity to motivate call center agents to achieve their performance goals
Lead customer care agent
Orkin Pest Control
01.2021 - 02.2022
- Train new and current agents to respond to customer questions and complaints
- Sidecar on calls when appropriate to support specific skill development
- Handle escalations, monitor calls and provide feedback to employees
- Escalate training or support opportunities that can’t be resolved in 3-5 minutes
- Assist customer service and sales team in absence of other members in leadership and when requested
- Respond to customer emails via the online inbox
- Work with Customer Service Supervisors to evaluate Agent performance through documented coaching session and report to management performance or behavior concerns
- Act in a Business Continuity position in the event an unexpected incident displaces Customer Service Agents
- Teach, train, coach and develop new and current agents
- Other duties as assigned
- Accurately process payments and answer billing inquiries via telephone
- Input and update customer information via computer confidentially
- Develop and maintain positive business relationships with customers by providing knowledge and quality solutions to satisfy their needs
- Developed a complete training agenda for new hires from start to finish
customer care agent
orkin
06.2020 - 01.2021
- Manage and resolve customer inquiries by utilizing strong research skills
- Accurately process payments and answer billing inquiries via telephone
- Input and update customer information via computer confidentially
- Develop and maintain positive business relationships with customers by providing knowledge and quality solutions to satisfy their needs
Specialty Assistant store MANAGER *promoted
Home depot
04.2019 - 06.2020
- Create budgets for sales, expenses, and wages and monitors store indexing, making sure budgeted numbers are achieved, and ensures department staffing levels are within company guidelines
- Ensure proper personnel procedures are followed for selection and recruiting, record retention, and training as required
- Communicate with managers to identify training needs and mapping out development plans for teams and individuals
operations department supervisor/key carrier *promoted
home depot
03.2018 - 04.2019
- Managed, designed, developed, coordinated and conducted all training programs
- Supervised the customer service area of the store with key turns as necessary
- Assisted loss prevention by checking out high end items (Appliances,) before they exit the facility
pro Department/Front end SUPERVISOR
Home depot
03.2018 - 07.2016
- Managed Front-end Facility operations, including ensuring asset protection, inventory control, customer service, safety, and compliance in each area as part of daily assigned duties
- Imputed and adjusted schedules as needed in the scheduling system
- Processed payroll
- Processed new hire information and organized orientation
TECHNICAL/CUSTOMER SUPPORT *Telecommute
APPLE
07.2016 - 01.2014
- Provided solutions to customer issues receives via phone and chat
- Tested and re-created customer issues using actual equipment and configurations to assist in troubleshooting
- Created application notes and reviewed product documentation to assist customers
Education
Bachelor of Arts - Religion/Bib. Counseling
Luther Rice College & Seminary
Lithonia, GA04.2025
Skills
- Team building
- Performance evaluation
- Effective communication
- Conflict resolution
- Customer service
- Employee training
- Troubleshoot instrumentation
- Component troubleshooting
- Professional demeanor
- System diagnostics
- Problem-solving
- Interpersonal skills
- Dependable and responsible
- Multitasking
- Relationship building
- Wire assembling
- Electrical component evaluation
- Goal setting
- Product testing
- Hardware troubleshooting
- Wire running
- Self motivation
- Telecommunications
References
References available upon request.
Timeline
Electrical & Electronics Mechanic
LOCKHEED MARTIN
02.2024 - Current
Supervisor Customer Care (Call Center)
Orkin Pest Control
03.2022 - 02.2024
Lead customer care agent
Orkin Pest Control
01.2021 - 02.2022
customer care agent
orkin
06.2020 - 01.2021
Specialty Assistant store MANAGER *promoted
Home depot
04.2019 - 06.2020
operations department supervisor/key carrier *promoted
home depot
03.2018 - 04.2019
pro Department/Front end SUPERVISOR
Home depot
03.2018 - 07.2016
TECHNICAL/CUSTOMER SUPPORT *Telecommute
APPLE
07.2016 - 01.2014
Bachelor of Arts - Religion/Bib. Counseling
Luther Rice College & Seminary