Majesti Williams
Pflugerville,TX
Summary
Results-driven and accustomed to overseeing operations with strong attention to detail. History of meeting demanding group objectives through employee training, motivation and performance management.
Overview
6
6
years of professional experience
Work History
Team Lead Manager II
Spectrum Health Ludington Hospital
2012.01 - 2017.08
- Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction
- Create better modes of operations to make customer service easier for both team members and customers
- Make provision for a change of mode of operation when the existing one isn’t yielding maximum results
- Give detailed statistical feedback on performance of team members to the management for staff evaluation and reward purposes
- Observe performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their lose ends
- Also, take disciplinary measures against any team members whom is found wanting
- Provide assistance to team members whom are experiencing difficulties in the discharge of their duties by putting them through and giving them personal coaching
- Ensure that all equipment and appliances needed by the customer team members are available and in good condition to enable smooth flow of operations and customer satisfactions
- Step in to attend to customers that are proving difficult to team members and resolve their complaints
- Delegate different customer service duties to team members to ensure a faster and smoother flow of operation through division of labor
- Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards
- Serve as the middleman between the organization and the customer service team members to ensure smooth communication and settling of
Education
Degree - Accounting and Bookkeeping Business Management
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Austin Community College
06.2019
Skills
- Problem solving
- Attention to detail
- Customer Correspondence
- Order Fulfillment
- Call Management
- Grievances that may arise in the course of work
- General Motors
- Lead Customer Service Advisor
- 01/2017-04/2022
- Supervise customer service team Supervisory duties include coaching,
- Training and motivating sta to perform e ectively Customer service
- Managers must also create an environment where employees feel
- Valuable to the organization
- Respond to customer inquiries Customers reach out to customer service
- Teams when they have questions about products or services Sta may
- Interact with customers across several channels, including phone, email
- And chat Customer service managers must ensure that responses are
- Accurate and provided in a timely manner, regardless of the channel
- Develop policies and procedures Policies and procedures make up the
- Playbook that customer service agents follow to resolve customer
- Inquiries Policies and procedures must balance satisfying customer needs
- And supporting the goals of the organization They require constant
- Review and revision as customer needs change and the business evolves
- Focus on customer satisfaction This means addressing customer "pain
- Points," adjusting policies and procedures, ensuring agents are well
- Trained, measuring customer satisfaction and responding to customer
- Feedback Higher satisfaction can lead to larger spend, higher customer
- Retention and favorable referrals While customers may not always get the
- Response they want, managers must ensure the message is delivered in an
- E ective manner And if possible, alternative options should be provided
- To the customer
- Hire sta Customer service agents need the right personality and tools to
- Interact with customers and it's up to the customer service manager to
- Nd qualified candidates During the hiring process, managers must
- Assess required skills for this role, including technical competency,
- Problem solving and communication
- Train sta Training is essential for new hires and current employees
- To be successful in jobs Training activities for new and veteran agents
- May include classroom lectures, role playing and interactive videos
- Ongoing training is just as important as training at the time of hire, as it
- Provides employees with the opportunity to learn new skills and climb the
- Career ladder
- Develop goals and report progress There are many contact center metrics
- That could be monitored and reported on But the key is to determine
- Which metrics are the most important to the organization and create
- Goals and objectives around those Progress toward those goals must also
- Be reported at the individual, team and department levels on a regular
- Basis
- Learn more about key customer service metrics to measure contact center
- Success
- Continue to learn The practices and tools that support a customer service
- Organization are constantly evolving Managers should constantly read
- Articles, participate in webinars and attend conferences to stay up to date
- On technology changes and practices
Timeline
Team Lead Manager II
Spectrum Health Ludington Hospital
2012.01 - 2017.08
Degree - Accounting and Bookkeeping Business Management
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Austin Community College