Hi, I’m
Moneisha Williams
Stockbridge,GA
Summary
Motivated Customer Support Professional focused on streamlining service procedures and maximizing team productivity. Knowledgeable about quality assurance and training to support and set up teams for success. Highly effective at conflict resolution and persuasive communication, building loyalty, and driving retention processes. Demonstrates superb judgment in balancing customer, employee, and company objectives.
Overview
17
years of professional experience
Work History
It's Just Lunch LLCSan Francisco, CA
Client Service Manager
10.2018 - 03.2023
Job overview
- Established positive rapport with clients, managers and customer service team members to maintain positive and successful work environment.
- Upheld quality control policies and procedures to increase client satisfaction.
- Audited client account information to identify issues and develop solutions.
- Assisted clients with making payments or establishing payment plans to bring accounts current.
- Resolved escalated client complaints in a professional manner and maintained accurate records of interactions.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Collaborated with cross-functional teams on projects related to client service initiatives.
- Prepared documentation, reports, and logs to identify and manage sales metrics and support process driven activities.
- Managed the recruitment process for new hires in the Client Service department.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback and coaching to drive performance improvement.
Bootstrapper RestaurantBerkeley, CA
Shift Manager
06.2010 - 12.2018
Job overview
- Identified needs of staff and customers promptly and efficiently and responded quickly and effectively to emergency situations as they arose.
- Oversaw the training of new employees on customer service, product knowledge, and cash handling techniques.
- Maintained inventory levels by monitoring stockroom orders and restocking shelves as needed.
- Ensured completion of all opening and closing duties were completed accurately according to established guidelines.
Peet's Coffee (Home Office)Emeryville, CA
Senior Customer Advisor
11.2015 - 01.2018
Job overview
- Exceeded established service goals and provided high level customer service to customers, resolving their queries and complaints in a timely manner while maintaining positive relationships.
- Helped customers with merchandise purchases, exchanges and returns, and adjusted bills and refunded money to resolve customers' service or billing complaints.
- Coordinated with other departments to resolve escalated issues or complaints from customers.
- Trained new staff members on company policies, procedures, and best practices related to customer service.
Doubletree Hotel & Executive Meeting CenterBerkeley, CA
Senior Executive Assistant
02.2008 - 04.2010
Job overview
- Provided top-tier administrative support to an 8-member executive team, managing calendars, phone calls, emails, and scheduling meetings.
- Managed multiple projects simultaneously while ensuring deadlines were met without compromising quality standards.
- Prepared agendas for meetings in consultation with the executive team to ensure all necessary materials were available prior to each meeting, and transcribed minutes of meetings accurately using technology such as Microsoft Word or Google Docs.
Jenny Craig Inc.Sunnyvale, CA
Program Sales Director
01.2006 - 02.2008
Job overview
- Developed and implemented strategic sales plans to increase customer base and ensure customer retention.
- Enhanced sales volume through skilled support to both new and inactive clients, performed sales consultations, and educated clients on products and services.
- Directed all aspects of the sales cycle from initial contact through successful closure of deals and maintained customer relationships to identify new business opportunities.
- Provided guidance, mentoring, and training support to entry-level sales personnel.
Education
Marinello School of BeautyCastro Valley
Certificate of Completion from Cosmetology
10.2011
Brooks CollegeSunnyvale, CA
Associate of Arts from Fashion Design
05.2003
Skills
- Client Services
- Customer Relations
- Training and Mentoring
- Proficient in Microsoft Suites and Google Workspace
- Call Center Operations
- One Call Resolution
- Handling Escalations
- Account Management
- Cross-Functional Collaboration
- Verbal and Written Communication
Timeline
Client Service Manager
It's Just Lunch LLC
10.2018 - 03.2023
Senior Customer Advisor
Peet's Coffee (Home Office)
11.2015 - 01.2018
Shift Manager
Bootstrapper Restaurant
06.2010 - 12.2018
Senior Executive Assistant
Doubletree Hotel & Executive Meeting Center
02.2008 - 04.2010
Program Sales Director
Jenny Craig Inc.
01.2006 - 02.2008
Marinello School of Beauty
Certificate of Completion from Cosmetology
Brooks College
Associate of Arts from Fashion Design
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