Kevin Williams
Austin,Texas
Summary
Self-directed professional dedicated to promoting loyalty, leadership, forward thinking/action, empowerment while serving the citizens of Austin through proactive communication, effective problem-solving and personable follow-through. Utilizes available support resources, personal expertise and critical thinking skills to manage concerns independently with willingness to escalate critical issues. Offering 20 years of various service-focused experience.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Specialist
City Of Austin- Homeland Security
02.2021 - Current
- Served in various roles providing emergency response support for more than 10 emergency events within the Travis, Williamson, Bastrop and Hays counties.
- Assisted in the management of a 17,500 square foot warehousing facility containing Capitol and Fixed Asset valued over one million dollars.
- Aided in large scale Cross-Departmental Collaboration during 2023 South by Southwest Music Festival.
- Assisted in managing, storage and deployment of medical vaccines during the Covid-19 pandemic.
- Performed entry and executive level administrative duties.
- Followed departmental policies and procedures to deliver quality work.
- Listened and responded to clients/stakeholder's requests and forwarded necessary information to superiors.
- Interpreted clients/stakeholder's needs and introduced services to fit specific requirements.
- Actively engaged in community outreach efforts.
- Attended training programs to deepen professional skillset.
- Maintained database systems to track and analyze operational data.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Devised and implemented processes and procedures to streamline operations.
- Generated reports detailing findings and recommendations.
- Collected, arranged, and input information into Maximo asset management system.
Customer Advocate Manager
LogistiCare Solutions LLC.
08.2019 - 07.2020
- Assisted in managing day to day activity of one of LogistiCare’s largest and most successful books of business, with oversight of both the Texas and Louisiana network of non-emergency medical transportation.
- Business Contracts Served: Texas Health and Human Services Commission Medical Transportation Program (MTP). Regions: SDA 1, MTO 1, MTO 7, MTO 8, MTO 10 and MTO 11
- Business Contracts Served: Louisiana Department of Health Medicaid/Medicare Non-Emergency Medical Transportation. Managed Care Organization (MCO); o United HealthCare o AmeriHealth Caritas of Louisiana o Aetna Better Health Louisiana o Louisiana Healthcare Connections o Anthem Healthy Blue
- Developed and maintained strong client relationships by promptly addressing and resolving client concerns.
- Handled difficult client situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Provided exceptional service to a high-volume client base, resolving issues, answering inquiries and providing information on services offered throughout the business interaction.
- Analyzed historical and live data to develop and implement strategies based upon data projections to improve customer service experience and network sustainability, resulting in increased client satisfaction and network adequacy.
- Collaborated with cross-functional teams to provide timely and accurate responses to inquiries from healthcare recipients, healthcare providers, state clients (HHSC) and other local, state and national agencies.
- Contacted outside providers on behalf of clients to help solve problems.
- Analyzed client feedback and generated reports to identify trends and opportunities for improvement.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols by providing feedback and coaching to maintain departmental continuity.
- Investigated and resolved accounting concerns.
- Managed teams of up 120 agents that provided 24hour service 7 days a week, devised into four sections: A:B shifts, rotating shifts and weekend shift.
- Created job postings, conducted candidate searches and job interviews.
- Performed yearly performance reviews.
- Assisted in the management and control of department staffing budget.
- Constructed, wrote and implemented policies and procedures for local and national operations.
- Routed multiple non-emergency transports utilizing industry specific Advanced Transportation Management Systems (ATMS) software.
Customer Advocate Supervisor
LogistiCare Solutions LLC.
07.2018 - 08.2019
- Worked effectively with fellow team members from frontline personnel to "C" Level personnel to coordinate effective business solutions to any questions, ideas or complications.
- Utilized several data analytic, workforce management, call center management, and advanced transportation management systems to successfully carry-out task and meet objectives for daily operation.
- Delivered friendly service and offered expert support in every interaction.
- Maintained positive relationships with community of clients, contracted healthcare providers and state representatives to build and nurture dynamic partnerships.
- Assisted clients in navigating processes and procedures to resolve issues, understand rights and express views.
- Assisted with applications and collected required paperwork to help individuals register for supportive services.
- Created job postings, conducted candidate searches and job interviews.
- Performed yearly performance reviews.
- Managed weekly schedules and payroll as well as assisted in the management and control of department staffing budget.
- Performed various workforce management duties and functions.
- Utilized data analysis to inform decisions and strategies related to protective service operations.
- Worked in fast-paced and high-risk environments while maintaining exceptional standards of excellence towards strategies, and plans.
- Collaborated with leadership personnel throughout LogistiCare’s network of operations to create best practices, Constructed, wrote and implemented policies and procedures for local and national operations.
- Supervised “Where My Ride” contact center department that provided frontline assistance for LogistiCare Solutions LLC NEMT Texas (Regions SDA1, 7, 8, 10, and 11) and Louisiana contracts. Call operations inquiring member transportation services (transportation, mass transit, mileage reimbursement, meals, lodging, and airfare).
- Conducted investigations of complaints and incidents relating to services rendered.
- Supported clients with physical, or mental health concerns in dealing with routine needs and complex problems.
- Routed multiple non-emergency transports utilizing industry specific Advanced Transportation Management Systems (ATMS) software.
Field Operations Monitor
LogistiCare Solutions LLC.
07.2015 - 10.2016
- Assisted in the establishment of a LogistiCare satellite office that strengthened and developed the region 8 Non-Emergency Medical Transportation Network (NEMT).
- Assigned to aide and monitor two of the largest transportation providers in the state of Texas, duties included credentialing of drivers and vehicles, spot-check inspections, scheduled vehicle/driver inspections and various other quality assurance measures.
- Tracked transportation provider's and health care recipient's attendance, and punctuality.
- Monitored operations to safeguard compliance throughout the transportation network as well as LogistiCare serviced Members and Healthcare Facilities, while addressing repeat problems quickly to prevent long-term habits.
- Reported discovered issues in the field of service to higher leadership with great detail.
- Demonstrated conflict management with the use of dedicated teamwork, technology and strong verbal, written, and interpersonal skills in the operational service area.
- Trained new transportation providers on proper protocols and customer service standards.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Interacted well with clients to build connections and nurture relationships.
- Routed multiple non-emergency transports utilizing industry specific Advanced Transportation Management Systems (ATMS) software.
Customer Service Representative/Transportation Router
LogistiCare Solutions LLC.
04.2014 - 07.2015
- Contact center agent in Where’s My Ride” contact center operations, providing assistance to clients, healthcare facilities representatives and partnered transportation providers for on-demand transportation services, including Meals, Lodging and or Mileage Reimbursement inquiries
- Handled client inquiries and suggestions courteously and professionally.
- Actively listened to clients, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of client calls with minimal wait times, taking up to 60-100 calls a day on a multi-Line operating phone system, proactively resolving identified service issues utilizing one call service solution techniques.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Functioned on a team of 30-45 agents in a fast-paced environment performing multiple duties such as account management and data entry for recording and reporting purposes.
- Trained and guided team members to maintain high productivity and performance metrics.
- Routed multiple non-emergency transports utilizing industry specific Advanced Transportation Management Systems (ATMS) software.
Customer Service Representative
Saks Fifth Avenue
08.2010 - 07.2011
- Handled client inquiries and suggestions courteously and professionally.
- Actively listened to clients, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of clients calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Served as a lead agent in company's first corporate remote work program.
- Assisted in line level marketing campaigns for Saks Fifth Avenue corporate online book of business.
- Supervised key client accounts with account limitations exceeding $500,000.
Assistant Track and Field Coach
Jim Hill High School
10.2009 - 05.2010
- Trained student-athletes in proper use of equipment for safety and maximum results.
- Educated student-athletes on proper nutrition and healthy training habits to achieve peak mental and physical production.
- Developed relationships with student-athletes, parents as well as staff to provide ongoing support and encouragement.
- Provided encouragement through mentorship of student athletes on how to find creative solutions to problems and maintain motivation.
- Provided guidance to student-athletes in overcoming challenges and identifying opportunities.
- Assisted in creating a safe haven for at risk youth that was a nurturing learning/training environment that wedded both academics and athletics.
- Created tailored workout plans for student-athletes varying in athletic events.
- Conducted team meetings.
- Collaborated with coaches, nutritionists and physiotherapists to support continuous improvement in the home, classroom and community.
- Respectfully aided 6 student-athletes qualify for regional track and field meet held at Mississippi State University.
- Proudly assisted young men and young women with overcoming fears, creating and obtaining goals that where once never thought of.
Technical Support Representative
AT&T
- Assisted clients in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
General Manager
Chef Rob's Upscale Lounge
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
Track Athlete
Brooks Running
- Represented brand with the highest regard to the brand's reputation both socially and athletically.
- Demonstrated strong leadership and communication skills when training with others and or participating in public events.
- Exhibited excellent teamwork and strong work ethic by promoting camaraderie.
- Collaborated with coaches, nutritionists and physiotherapists to support continuous improvement.
- Managed time effectively while traveling for events, attending practice, and going to classes.
Education
No Degree - Mass Communications
Grambling State University
Grambling, LASkills
- Call Center Operations
- Creative Issue Resolution
- Workforce Planning
- Issue and Resolution Tracking
- Training Material Development
- Staff Training
- Collaborative Team Player
- Tracking and Inventory Procedure Documentation
- Account Management
- Policy and Procedure Adherence
- Microsoft 365
- Leadership
- Interpersonal/Tactful Communication
Certification
- Frontline Leadership Training- 2019
- IBM Maximo Asset Management - 2021
- Microsoft Power Bi Essential Training - 2023
- FEMA ICS :2022-2023
IS100 Intro to ICS
IS120 Intro to Exercises
IS 200 Basic ICS for Initial response
IS230 Fundamentals to Emergency Management
IS235 Emergency Planning
IS244 Developing and Managing Volunteers
IS317 Intro to Community Emergency Response Team
IS700 Intro to the National Incident Management System
IS703 National Management System Resource Management
IS800 Intro to National Response Framework
IS904 Active Shooter Prevention
- Texas Department of Emergency Management- 2023
G0300 Intermediate Incident Command System for Expanding Incidents
- U.S. General Services Administration
Basics of Property Disposal
Disaster Preparedness and Security and Protection Program
Additional Information
Affiliations
Central Texas Food Bank (Volunteer)
Goodwill Central Texas (Volunteer)
Junior Achievement USA (Volunteer)
Xtreme Force Track Club (Coach and Mentor)
United States Track and Field (Active Member)
National Aids Walk and 5k (Participant)
National Kidney Walk and 5k (Participant)
Susan B. Komen Walk and 5k (Participant)
NCAA Athlete Advisory Board (Former Member)
National Association of Black Journalist (Former Member)
Timeline
Specialist
City Of Austin- Homeland Security
02.2021 - Current
Customer Advocate Manager
LogistiCare Solutions LLC.
08.2019 - 07.2020
Customer Advocate Supervisor
LogistiCare Solutions LLC.
07.2018 - 08.2019
Field Operations Monitor
LogistiCare Solutions LLC.
07.2015 - 10.2016
Customer Service Representative/Transportation Router
LogistiCare Solutions LLC.
04.2014 - 07.2015
Customer Service Representative
Saks Fifth Avenue
08.2010 - 07.2011
Assistant Track and Field Coach
Jim Hill High School
10.2009 - 05.2010
Technical Support Representative
AT&T
General Manager
Chef Rob's Upscale Lounge
Track Athlete
Brooks Running
No Degree - Mass Communications
Grambling State University
- Frontline Leadership Training- 2019
- IBM Maximo Asset Management - 2021
- Microsoft Power Bi Essential Training - 2023
- FEMA ICS :2022-2023
IS100 Intro to ICS
IS120 Intro to Exercises
IS 200 Basic ICS for Initial response
IS230 Fundamentals to Emergency Management
IS235 Emergency Planning
IS244 Developing and Managing Volunteers
IS317 Intro to Community Emergency Response Team
IS700 Intro to the National Incident Management System
IS703 National Management System Resource Management
IS800 Intro to National Response Framework
IS904 Active Shooter Prevention
- Texas Department of Emergency Management- 2023
G0300 Intermediate Incident Command System for Expanding Incidents
- U.S. General Services Administration
Basics of Property Disposal
Disaster Preparedness and Security and Protection Program
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