Summary
Overview
Work History
Education
Skills
Certification
Interests
Timeline
Generic

Kiana Williams

CHICAGO

Summary

Experienced professional with a solid background at Salesforce, focusing on customer engagement and effective team management. Proven ability to boost guest satisfaction and streamline operations through strategic problem-solving. Expertise in data entry and community relations enhances service delivery. Dedicated to delivering outstanding results in high-pressure settings.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Lead Guest Services Ambassador

Salesforce
11.2023 - Current
  • Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
  • Greeted customers and clients to create welcoming atmosphere.
  • Assisted team with operational policies and procedures to drive services.
  • Built relationships with key stakeholders, fostering collaboration and understanding between organization and community.
  • Evaluated progress towards achieving mission goals using key performance indicators and implemented necessary changes for continuous improvement.
  • Facilitated high-level visits, ensuring smooth execution of logistics and protocol.
  • Represent Salesforce by delivering high performance customer service. Upholding Global Welcome Desk standards by welcoming all guest and employees with friendly knowledgeable information about our office and area amenities.
  • Oversee the process of guest pre-registrations and ticket requests that are submitted in our Global Case Management System. This entails ensuring that all submissions are correctly entered and processed in a timely manner. It is a crucial part of our operations to ensure all guests are properly registered and their ticket requests are addressed.
  • Maintain Badge inventory log for Temporary, Guest and Vendor Badges.
  • Aid the local Work place service Team with guest desk standards, sign-in procedures, employee badges, events, REWS tickets, Concur, communication, and both team and personal meetings.
  • Utilize the Slack channel and weekly meetings to comprehend the scope of work in the JLL/Workplace service partnership.
  • support the Salesforce innovation center team, and a key part of this is ensuring all guests are pre-registered. I am responsible for checking in customers via the Sign in Enterprise system, and subsequently issuing guest badges.
  • Support both, Global and Team Selling onboarding teams with welcoming New Hires and badge pick ups.
  • Provide addition support by partnering with the local Badgforce Team to ensure the proper access levels added to the New hire profiles.
  • Oversee Local Google Sites Page
  • Prioritize eco-friendly and accessible transportation for the community.
  • Improve the commuter guide experience by incorporating user feedback.
  • Collaborate with global transportation team to foster trust and reliability in the resources shared.
  • Maintain and update the commuter guide with the latest transportation schedules ,routes, and updates.
  • Coordinate all local transportation initiatives, Ensure postings made to slack channels
  • Continually update the Chicago commuter guide and local sites page for daily travelers' convenience and to offer information about local office amenities.
  • Adapting to unexpected travel issues and staying updated with local transportation news.
  • Boost employee interaction and visits to the commuter guide section.
  • Onboard new contractor for the Chicago Tower Welcome Desk.
  • conducted A Salesforce customer facing training for new contractors specifically designed for the role at the welcome desk and in the tower. The aim was to boost her understanding and thereby enhance her performance and efficiency.
  • Offer comprehensive assistance to contractors in the effective utilization of various communication and management tools such as Slack, Gmail, and the ticket portal.
  • Manage the ordering requirements for the Welcome Desk, including stickers and badges.
  • Participate in bi-weekly meetings with the space champion team. These meetings serve as a platform for regular check-ins, training sessions, and discussions on upcoming projects. This consistent engagement fosters a collaborative environment, ensuring that all team members are on the same page and are well-prepared for future endeavors.
  • Utilized an Insta360 camera to capture 360° imagery of floor layouts at Salesforce Tower in Chicago, supporting the update of building floorplans. Finalized the Holobuilder project by ensuring all elements were fully implemented and functioning. Synchronized newly captured images and executed a seamless, error-free upload to the Job Walker application, enabling a comprehensive and accurate space audit for enhanced project tracking and quality assurance.






Workplace Service Coordinator

The Fountain Group
03.2023 - 11.2023
  • Trained new receptionists on office procedures and protocols to ensure consistent service delivery across shifts
  • Resolved customer complaints or issues promptly and professionally to maintain customer satisfaction
  • Collaborated with other departments to ensure smooth operations and effective communication within the organization
  • Managed office supplies inventory by monitoring stock levels and placing orders when necessary
  • Assisted with administrative tasks such as filing documents, photocopying materials, and preparing correspondence
  • Handled sensitive documents with confidentiality and discretion, maintaining strict adherence to privacy policies
  • Responded to inquiries from clients and employees in a timely manner, providing accurate information or directing them to the appropriate resources
  • Maintained an organized front desk area, including managing visitor sign-in process and distributing badges
  • Managed a high volume of incoming calls, efficiently routing them to the appropriate departments
  • Greeted and welcomed visitors, providing a positive first impression of the company
  • Complete quarterly space planning audits
  • Complete quarterly cubby locker audits
  • Complete quarterly AV cubby audits
  • make all update and changes to Salesforce commuter guide web page
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
  • Managed a high volume of client requests, ensuring timely and effective service delivery.
  • Resolved customer complaints and issues to drive satisfaction and loyalty.
  • Played a key role in the successful onboarding of new hires within the Service Coordinator role, offering mentorship and guidance as needed.

Executive Protection Specialist

Benford Protection Group
05.2022 - 03.2023
  • Greet all clients, and visitors warmly, with an appropriate greeting, and maintain a warm and friendly demeanor throughout the day in order to maintain positive guest relations.
  • Maintain access control procedures set by building management.
  • Effectively utilize access control systems, visitor management systems and CCTV systems as needed
  • Receive emergency and non-emergency calls and record significant information
  • Address challenges and requests by transmitting information and providing solutions
  • Receive and dispatch orders for personnel movements and operational efficiency
  • Prioritize calls according to urgency and importance
  • Provide field units with information about orders, traffic, obstacles and requirements
  • Enter operations data in computer system and maintain logs and records of calls, activities and other information
  • Reduced potential threats to clients by conducting in-depth advance work and coordinating with local law enforcement agencies.
  • Enhanced team efficiency by developing streamlined communication protocols for Executive Protection operations.
  • Ensured smooth transportation of clients through expert route planning, convoy management, and secure driving practices.
  • Conducted security audits to identify vulnerabilities.
  • Assisted with emergency evacuation plans and drills, ensuring preparedness in case of critical incidents.
  • Coordinated protective details during high-profile events, ensuring seamless integration between multiple security teams on site.
  • Handled sensitive information with discretion, ensuring client confidentiality and maintaining trust at all times.
  • Developed strong relationships with local businesses and community leaders to foster a cooperative environment in support of client safety.
  • Increased overall situational awareness by providing ongoing intelligence briefings to clients and team members.
  • Demonstrated exceptional adaptability during high-pressure situations, ensuring the safety of clients under various circumstances.
  • Collaborated effectively with other security professionals to provide comprehensive protection for clients during large-scale events.

Education

High School Diploma -

George Washington Highschool
Chicago, IL
06-2015

Skills

  • Customer engagement
  • Team management
  • Product knowledge
  • Brand awareness
  • Social media management
  • Media relations
  • Problem-solving
  • Customer service
  • Multitasking Abilities
  • Community relations
  • Data entry
  • Digital communications
  • Corporate communications

Certification

  • Certified AI Associate , Salesforce - November 2024
  • Certified Business Affairs and consumer protection , City of Chicago Department of Business Affairs- December 2024

Interests

  • Design and Build Websites
  • App Development
  • Augmented Reality (AR) Development
  • Volunteer Work
  • Mindfulness Practices
  • Interior Design
  • Getting involved in local advocacy groups to promote positive change in the community
  • Artificial Intelligence (AI) and Machine Learning
  • Virtual Reality
  • Tech enthusiast, passionate about exploring the latest advancements and innovations
  • Web Development and Design
  • Youth mentor, providing guidance and support to empower the next generation of leaders
  • Creative Writing

Timeline

Lead Guest Services Ambassador

Salesforce
11.2023 - Current

Workplace Service Coordinator

The Fountain Group
03.2023 - 11.2023

Executive Protection Specialist

Benford Protection Group
05.2022 - 03.2023

High School Diploma -

George Washington Highschool

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