LaQuonya Williams
Grovetown,GA
Summary
Dedicated and results-driven leader with over a decade of experience in retention, quality assurance, and customer service management within the telecommunications industry. Proven track record of driving customer retention strategies, implementing quality improvements, and managing high-performing teams across multiple markets. Skilled in training and coaching leaders to exceed goals and deliver top-notch customer experiences. Ready to leverage a strong background in team leadership, quality control, and retention coaching to drive customer satisfaction and operational success.
Overview
11
11
years of professional experience
Work History
Care Training Manager
T-Mobile
12.2022 - 11.2023
- Designed and implemented comprehensive training programs to elevate customer standards, enhancing the skill sets of customer service representatives and directly improving retention rates.
- Assessed and optimized training materials to ensure alignment with quality standards and best practices, effectively addressing common retention pain points within customer service.
- Collaborated with cross-functional teams to develop and deliver targeted quality improvements initiatives, resulting in measurable increase in customer satisfaction scores.
- Conducted ongoing assessments of leader performance, identifying key areas for improvement and driving sessions focused on enhancing retention and customer service quality.
- Established consistent metric tracking to gauge effectiveness, leading to significant improvements in service and a positive impact on customer loyalty.
Team of Experts Manager - Multiple Markets
T-Mobile
04.2016 - 12.2022
- Led a high-performing team of customer service experts in the Jacksonville, Bronx, and North Florida Market, consistently exceeding monthly KPIs, ensuring customer satisfaction and fostering a culture of retention-focused care.
- Consistently exceeded market goals and targets by implementing effective strategies that encouraged proactive solutions and empathetic customer engagement that let to high quality and retention reduction.
- Championed cross-functional collaboration to streamline processes and ensure seamless quality customer support across channels, leading to a 15% increase in customer retention.
- Conducted in-depth performance reviews and provided data-driven insights to drive improvements, resulting in improved employee engagement, retention rates, and top performer year over year.
- Implemented strategic initiatives to optimize resource allocation and improve service delivery, resulting in a 10% reduction in operational costs.
- Created streamlined workflows and processes that reduced customer churn rates and enhanced team responsiveness, directly impacting retention and quality outcomes.
Retention Coach
T-Mobile
01.2013 - 04.2016
- Coached and mentored frontline experts with a focus on retention and quality, cultivating a customer-first mindset that significantly improved customer loyalty which led to achieving #1 in the nation for exceeding goals and laying the groundwork for long-term satisfaction and retention.
Education
Bachelor in Project Management -
University of Arizona Global
Phoenix, AZ11.2024
Associate in Pharmacy Technician - undefined
Ultimate Medical Academy Online
Clearwater, FL12.2012
Associate in Business Management -
Augusta Technical College
Augusta, GA01.2010
Skills
- Customer Retention Strategies
- Quality Assurance & Improvement
- Team Leadership & Development
- Training Program Development
- Data-Driven Performance Analysis
- Cross-Functional Collaboration
- Process Optimization
- Customer Satisfaction & Loyalty
Timeline
Care Training Manager
T-Mobile
12.2022 - 11.2023
Team of Experts Manager - Multiple Markets
T-Mobile
04.2016 - 12.2022
Retention Coach
T-Mobile
01.2013 - 04.2016
Associate in Pharmacy Technician - undefined
Ultimate Medical Academy Online
Bachelor in Project Management -
University of Arizona Global
Associate in Business Management -
Augusta Technical College
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