Summary
Overview
Work History
Education
Skills
Software
Timeline
OfficeManager
Mason Williams

Mason Williams

Operations Manager | Influence + Communicate + Innovate
Frisco,TX

Summary

Operations Manager and talented leader with 10 years of experience and education in marketing development and promotion of products within support service related industries. Ability to use marketing and business strategies to analyze patterns and commonalities within an organization to enhance customer and employee satisfaction.



Overview

12
12
years of professional experience
4
4
years of post-secondary education

Work History

Operations Manager

JPMorgan Chase
Plano, TX
08.2021 - Current
  • Lead opening of new call center for CxLoyalty, JPMorgan Chase Acquisition.
  • Onboarded and supervised 300+ employees through rapid growth since August 2021.
  • Collaborated cross-departmentally to enhance procedures, devise best practices and impact overall all KPI's.
  • Teach and mentor team leaders on how to collaborate with different departments in service related industry.
  • Point of escalation for complicated customer escalations.
  • Educate key stake holders around operational performance and provide analytical insights to get buy-in for operational improvements..

Service Support Manager

Cxloyalty
Tulsa, OK
03.2017 - 08.2021
  • Managed team of 90 support service representatives which consists of domestic and offshore teams.
  • Lead 15+ direct reports, includes coaching, personal development, training, customer service, performance standards, and disciplinary action.
  • Manage day to day staffing requirements and challenges. Approve or deny vacation requests and create new schedules based on business needs or workload.
  • Spearheaded projects that have resulted in reduction of customer escalations by 10% since March of 2020.
  • Implemented strategies and created new processes that saved organization 4.7 million dollars since 2018.

Data Analytics and Outcomes Specialist

Oral Roberts University
Tulsa, OK
12.2016 - 03.2017
  • Used data to develop marketing strategies for university to generate enrollments.
  • Worked directly with president of university and helped create new marketing material for 2017-2018 school year.
  • Worked directly with existing or new clients to purchase or generate leads for university and helped foster new and old relationships as client manager.
  • Developed analytical case study to help bring in new clients to Oral Roberts,
  • Case Study lead to 3,000 enrollments in 4-month period.

Assistant Store Manager

Zumiez
Tulsa, OK
03.2015 - 12.2016

Assistant Store Manager

Hot Topic
Tulsa, OK
06.2010 - 03.2015

Education

Bachelor of Science - Marketing

Oral Roberts University
Tulsa, OK
08.2011 - 05.2015

Skills

  • Cross-functional communications
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Software

  • WorldSpan
  • Sabre
  • Microsoft Office

Timeline

Operations Manager

JPMorgan Chase
08.2021 - Current

Service Support Manager

Cxloyalty
03.2017 - 08.2021

Data Analytics and Outcomes Specialist

Oral Roberts University
12.2016 - 03.2017

Assistant Store Manager

Zumiez
03.2015 - 12.2016

Bachelor of Science - Marketing

Oral Roberts University
08.2011 - 05.2015

Assistant Store Manager

Hot Topic
06.2010 - 03.2015

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Mason WilliamsOperations Manager | Influence + Communicate + Innovate