LINDA CHINENYE WILLIAMS

• Manage a team of 7 Direct reports
• Created and implemented forward-thinking initiatives to improve employee engagement.
• Identified and implemented appropriate strategies to increase employee satisfaction and retention.
• Facilitated onboarding sessions and on-the-job training for new hires bolstering position knowledge and skillset.
• Ensure outstanding service delivery to our team, internal and external clients
• Play an integral role in the recruitment, training and off-boarding of support.
• Lead a team of frontline associates responsible for the direct support of BlackKnight's clients; Monitor and manage the daily, quarterly and annual processes for assigned team
• Actively coach direct reports on continuing performance and career issues; identify training needs and develop plans to address them
• Align workflow within the team to meet clients' needs in a timely manner
• Track key Support metrics to analyze business and associate performance relative to efficiency and overall service
• Execute programs/initiatives to foster client satisfaction and retention
• Review internal workflow policies/procedures and recommend and implement improvements
• Investigate, analyze and proactively recommend solutions for client issues escalated by front line associates
• Serve as an escalation point, at times visiting clients at their locations
• Maintain a working environment that is energized, motivated and contributes to the positive welfare of associates
• Analyze staffing needs and participate in hiring

processes

• Manages expenses within the established budget
• Collaborate with Client Support peers to operationalize improvements to Client Support strategy and overall performance
• Participate in new service or compliance roll outs to ensure associate and client readiness
• Ensure effective product support by managing client software upgrades
• Coordinate and/or provide ongoing training to direct reports on processes and software hardware
• Compensation and annual salary review process for my direct reports -Performance review process and performance improvement plan for direct reports as applicable
• Notary application processing and approvals in line with best practice and strict adherence to compliance and state regulations
• Regular QA tests with QA and development teams to reproduce client issues in different environments like UAT, Dev and production
• Work with Product Management team to manage sprint planning, sprint reviews and impediments, hotfixes and maintenance deployments.
• Primary contact for all production environment related processes and admin duties.
• Billing and Invoice processing via Speedway-ACI
• Use of Servicenow (SNOW) in triggering P0 incidents and bridges.
• Other duties as assigned.

• This was a part-time shift based position in health care homes and entailed: - Offered effective and efficient person-centered support to the elderly with various degrees of disabilities, terminal diseases, end-of-life care and dementia.
• Applied adaptive risk assessment and anticipation to minimize adverse effects in managing the day to day affairs of the residents
• Kept up to date with UK health and Safety regulation for care homes and applied the same in discharging my duties towards the residents
• Provided patient-centered care in variety of clinical settings.
• Liaised with healthcare teams to determine best course of action for patients.
• Evaluated patient histories, complaints, and current symptoms.
• Scheduled and followed up on patient appointments, maximizing continuity of care.
• Coordinated care with other healthcare professionals, promoting optimal patient outcomes.
• Monitored patient condition and progress, ordering appropriate laboratory tests.
• Ensured utmost confidentiality and data protection policy with reports and records
• Helped in keeping the kitchen tidy in line with food and infection control regulations
• Applied effective teamwork skills for efficient moving and handling of residents
• Progress report writing and record management.

• Wrote proposals to raise funds for community projects
• Planned special community-based events for program participants based on changing needs, times of year, and availability.
• Worked towards safeguarding children and the youth
• Supported students and individuals with program issues, liaising between participants, families, and program executives about needs.
• Kept corporate and client information confidential, adhering to data safety measures.
• Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
• Identified areas in need of improvement and implemented solutions.
• Tracked hours and expenses to keep project on task and within budgetary parameters.
• Designed and formulated content activities for community projects
• Liaised with the coordinator to ascertain logistics and purchase needs
• Determined staff needs and sourcing for volunteers - Made arrangements for branded promotional items
• Worked with the IT team on poster and flyer designs
• Marketed and promoted the events via social media and community exhibitions and stands
• Verified identities of beneficiaries
• Welcome attendees and created attendees' profile management database
• Supervised and evaluated the performance of the volunteers.

• Health & PEO -Build and maintain successful relationships with key contacts at client companies and become a trusted advisor and the single point of contact for their issues, questions, requests, escalations, and concerns
• Prepared for and performed customized client implementation kick off meetings with clients
• Ensured all installation documentation is complete by the client for timely implementation
• Took ownership of issues & gaps during implementation and throughout the client life-cycle and partner with the client to resolve them
• Performed client functions along with client through stabilization including HRIS updates, 3rd-party integrations, payroll processing etc
• Facilitated client satisfaction and renewed customer relations to drive growth.
• Presented professional image consistent with company's brand values.
• Developed and implemented strategies to increase client retention.
• Educated clients on new products or services to increase customer engagement with brand.
• Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
• Consulted with clients to supply accurate product and service information.
• Acknowledged client inquiries within 4 hours and provide resolution within one business day or escalate as appropriate
• Empowered clients to self support when creating best practices related to HR tasks under the PEO model by training clients on Decent's solution, integrations, partner ecosystem and tools available to them
• Monitored best practices implemented by clients and cross pollinate those concepts with other clients
• Appropriately leveraged internal resources to help maintain a high level of customer satisfaction
• Collaborated with other internal departments as necessary to resolve employer-client issues and questions quickly and with high quality
• Daily monitoring of and participation in team emails, chats, and meetings
• Assisted with the definition and design of tools, standard operating procedures, and processes for scaling client service delivery in an ever-changing business environment
• Identified, quantified, and defined feature enhancements and new products to improve offering based on customer feedback, data analysis, and feature gaps with competitive products
• Identified any "at-risk" renewal clients early in the cycle and define issues inhibiting a successful and timely renewal and escalate as needed
• Conducted client retrospectives to assess goals, results, and lessons learned.
• Additional account management and implementation duties as needed.

• Collaborated cross-functionally with other departments to develop solutions, accomplish shared objectives. maintain consistent message and experience.
• Resolved problems with high-profile customers to maintain relationships and increase return customer base.
• Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
• Managed high profile client accounts
• Onboarded new employee hires and rehires on clients' behalf.
• Ordered background, criminal and drug screenings.
• Adhered to sales contract agreements and high-quality service delivery by coordinating with other team divisions, and leveraging productive and open client communications.
• Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
• Recruited, interviewed and hired employees for clients, and implemented mentoring program to promote positive feedback and engagement.
• Compiled and analyzed data to determine approaches to improve performance.
• Processed garnishments,payroll, batching, ACH maintenance, invoice issuing, payments follow up and reports.
• Fostered customer trust by addressing concerns and needs using targeted problem-solving.
• Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.

• Led a team of 30 in a fast-paced environment - Ensured that team members were productive and working efficiently - Initiated changes that enhanced system processes
• Built strong relationships with customers through positive attitude and attentive response.
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
• Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
• Mentored and guided employees to foster proper completion of assigned duties.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Effective resolution of escalated tickets/ issues
• Acted as a liaison between team members and management -Delegated tasks and responsibilities to team members - Evaluated performances of Team members and provided feedback as needed
• Regular mentoring/coaching for under-performing team members
• Regular quality checks on tickets and analyzed statistics/data via chartio.
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Managed schedules, accepted time off requests and found coverage for short shifts to facilitate smooth flow of operations.

• Being a Government parastatal with several departments, I worked in the cyber crime department
• Deterred terrorist activity, violent attacks and other malicious acts through patrolling, searching for suspicion indicators and assessing threat potential.
• Developed plans to safeguard computer files against modification, destruction, or disclosure.
• Conducted security audits to identify vulnerabilities.
• Monitored use of data files and regulated access to protect secure information.
• Performed risk analyses to identify appropriate security countermeasures.
• Utilized quick decision-making skills and sound judgment to act in accordance with policies, procedures and state statue.
• Responded accordingly to policies and appropriately dealt with suspicious behavior, items and vehicles.
• Paid attention to detail while completing assignments.
• Demonstrated leadership skills in managing projects from concept to completion.
• Email sorting and classifications (High Risk and Low risk)
• Profiled victims and persons of interest
• Collated information based on investigations (using internal tools and procedures)
• Data entry in the database, tracked IP addresses, monitored flagged social media accounts and worked with organizations like banks, police, security companies, embassies and other Government Parastatals to track victims down, and help victims recover their stolen funds and properties.

• As a CRE, - I managed walk-in customers' requests and enquiries
• Developed relationships with executives to generate ideas and pursue opportunities.
• Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
• Drove store revenue by offering customers accessories and related purchases to complete selections.
• Supported account team when qualifying, pursuing and closing opportunities.
• Contributed to event marketing, sales and brand promotion.
• I verified customers 'identities, biometrics and data capturing
• Effective registration of sim cards in compliance with NCC policy.
• I surpassed monthly target-based sales of the company's products and services
• I engaged in consistent follow up with post-paid/business customers to ensure they are fully satisfied with our services and also update them on new products and services that could be beneficial to them
• Efficient use of Siebel Software in managing customer database and information
• Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
• Major Advisory role in New Product/Service Development
• Monitored external factors that affect the activities of the organization.
• Selected correct products based on customer needs, product specifications and applicable regulations.