LOYCIE RENEE WILLIAMS
Fort Worth,TX
Summary
Customer service and hospitality professional with over 20 years of experience in sales,technical support, and frontline guest relations. Proven ability to deliver exceptional service
under pressure, manage high-volume customer interactions, and resolve complex issues with empathy and efficiency. Adaptable to fast-paced environments, irregular scheduling, and rapidly changing priorities. Certified Project Manager with a degree in Project Management and extensive computer systems experience.
Overview
26
26
years of professional experience
Work History
Transportation Specialist
Hallcon Incorporated
Kansas City, KS
10.2025 - Current
- Facilitated reliable transport of railroad crews to work sites, prioritizing adherence to DOT regulations and federal safety protocols.
- Assisted in dispatching operations in real-time. Prioritized tasks and supported schedule adjustments as needed.
- Performed duties during irregular shifts, including nights and weekends, and participated in on-call dispatch activities. Assisted in various tasks during night and weekend shifts, including on-call dispatch support. Supported operations by working flexible shifts, encompassing nights, weekends, and on-call dispatch roles.
- Tracked driving logs and compliance documents according to federal transportation regulations. Supported adherence to federal transportation standards by maintaining accurate documentation.
- Facilitated clear communication between dispatchers, crew members, and rail yard personnel in time-sensitive scenarios. Guided teams in coordinating responses under pressing deadlines.
Senior Salesforce Administrator and Sales Support
T-Mobile
Bellevue, WA
10.2000 - 06.2023
- Achieved high customer satisfaction scores through dedicated service and support for clients. Drove sales support efforts that contributed to increased market share. Cultivated strong relationships with customers, resulting in repeat business.
- Oversaw resolution of high-volume customer inquiries, addressing billing, technical, and service-related challenges with efficiency. Managed customer support operations, ensuring effective solutions for various billing and technical issues. Directed efforts to resolve service issues promptly, enhancing overall customer satisfaction in a high-demand setting.
- Achieved sales targets through effective product suggestions and account enhancements. Supported team efforts in reaching sales goals by recommending products and upselling services.
- Achieved high customer satisfaction by effectively managing complex complaints and de-escalating conflicts. Resolved intricate customer issues, contributing to improved service reputation and client retention. Delivered exceptional customer service through adept handling of escalated complaints, fostering trust and loyalty.
- Maintained accurate customer records and effectively resolved support tickets using Salesforce CRM platform to ensure customer satisfaction.
- Developed and delivered comprehensive training programs to enhance new team members' understanding of service standards and system tools.
- Achieved service quality targets by optimizing team KPIs and performance metrics. Enhanced service quality through effective management of team KPIs and performance metrics. Drove improvements in service quality by analyzing team KPIs and performance metrics.
Guest Service Representative / Night Auditor
Hilton Garden Inn
Fort Worth, TX
09.2018 - 10.2022
- Oversaw guest check-in and check-out processes in a dynamic, high-volume hospitality setting.
- Oversaw room reservation management and addressed unique guest requests with precision. Coordinated room assignments while ensuring exceptional service for special guest needs. Managed special guest requests and room assignments with a focus on service excellence.
- Achieved high guest satisfaction by enrolling participants in Hilton Honors rewards program, fostering long-term customer relationships. Drove customer loyalty through successful enrollment of guests in Hilton Honors rewards program, resulting in increased repeat business.
- Handled guest complaints and service issues to enhance customer satisfaction and maintain brand reputation.
- Facilitated collaboration between housekeeping, maintenance, and management to enhance guest satisfaction. Directed coordination among housekeeping, maintenance, and management to optimize guest experience. Oversaw teamwork between housekeeping and maintenance departments to elevate guest service quality.
- Operated multi-line phone systems to facilitate communication needs. Assisted in utilizing property management software for task organization. Supported daily operations through effective phone system management.
Education
Bachelor of Science - Project Management
Colorado Technical University
Colorado Springs, COSkills
- Customer Service & Guest Relations
- Sales & Upselling
- Hospitality & Front Desk Operations
- Technical Support & CRM Platforms
- Conflict Resolution & De-escalation
- Fast-Paced, High-Pressure Environments
- Computer Proficiency (Salesforce, Ticketing
- Systems, Property Management Software)
- Flexible Scheduling & Irregular Hours
- DOT Compliance & Safety Protocols
- Team Leadership & KPI Management
Timeline
Transportation Specialist
Hallcon Incorporated
10.2025 - Current
Guest Service Representative / Night Auditor
Hilton Garden Inn
09.2018 - 10.2022
Senior Salesforce Administrator and Sales Support
T-Mobile
10.2000 - 06.2023
Bachelor of Science - Project Management
Colorado Technical University