Monteona Williams
Las Vegas
Summary
Process Analyst with 9 years of experience excelling in operations, technical support, and management. Adept in report analysis, document processing, and administration with a strong emphasis on collaboration and leadership. Proficient in customer service, project management and fostering interdepartmental synergy, aspiring to drive organizational efficiency and innovation.
Overview
8
8
years of professional experience
Work History
Social Media Analyst
TELUS International
08.2020 - Current
- Effeciently reviewed and approved content submissions according to established policies, ensuring quality control across all channels with productivity of 99.8%.
- Helped streamline process and best practices that reduced negative interactions among users by 8%
- Assisted in the development of the reporting process for offensive or inappropriate content, enabling faster response times from moderators by 22%
- Assisted in onboarding new moderators by conducting training sessions on moderation tools and techniques.
- Identified opportunities for cross-promotion with other online communities, driving increased traffic and engagement.
- Collaborated and fostered a culture of respect with fellow moderators to create a safe, positive and inclusive online environment for users.
Technical Specialist & Sales Representative
Asurion
02.2019 - 08.2020
- Diagnosed and implemented advanced troubleshooting techniques for complex hardware software and service issues, reducing average resolution time by 15% and increased rates by 20%
- Ranked #1 PXP Sales Representative of 2019 that helped streamline and manage a key project resulting in revenue increase and a 37% boost in employee engagement
- Fostered strong partnerships with service providers, streamlining repair appointments, shipments, and executed electronix system calibrations to optimize user operations.
Customer Service Manager
Walmart
01.2018 - 02.2019
- Streamlined checkout processed, reducing customer wait timed by 15%. Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Monitored cash handling procedures, counting tills, adhering to employee schedules
- Managed a team of cashiers, fostering a positive work environment focused on teamwork and collaboration.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Assistant Store Manager
Tropical Smoothie
01.2017 - 01.2018
- Streamlined inventory management processed, reducing stockouts and improving product availability, leading to increased customer satisfaction and sales growth.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Developed and executed staff training programs to improve sales techniques and customer engagement, leading to enhanced team performance.
Education
High School Diploma -
Cimarron High School
Las Vegas, NV06.2017
Skills
- Administrative & Clerical Support
- Project Management
- Computer, Software & Database Proficiency
- Data Entry/Attention to Detail
- Order Management/Auditing
- Conflict Resolution
- Leadership & Teamwork
- Data Analysis
- CRM-Salesforce & Adobe
- Troubleshooting, Debugging, Diagnosing
- Time Management & Organization
- Training & Development
- Microsoft & Development
- 45 WPM
Volunteer Experience
May 2017-Present
Opportunity Village, Las Vegas Nevada
Timeline
Social Media Analyst
TELUS International
08.2020 - Current
Technical Specialist & Sales Representative
Asurion
02.2019 - 08.2020
Customer Service Manager
Walmart
01.2018 - 02.2019
Assistant Store Manager
Tropical Smoothie
01.2017 - 01.2018
High School Diploma -
Cimarron High School
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