Overview
Work History
Education
Skills
Certification
Leadership Experience
Timeline
Generic

Nailah Williams

Atlanta,Georgia

Overview

8
8
years of professional experience
1
1
Certification

Work History

IT Support Technician

Global Communications
07.2022 - Current
  • Resolved 92% of hardware and software incidents at first contact, leveraging ServiceNow to track, prioritize, and manage tickets efficiently, achieving a high First Contact Resolution (FCR) rate and minimizing user downtime
  • Led incident escalation processes, collaborating with cross-functional technical teams and maintaining stakeholder communication to ensure timely resolution and alignment with project milestones
  • Served as a subject matter expert in problem management, providing detailed feedback to enhance system performance and optimize the delivery of hardware and software services, ensuring seamless operations

Marketing Specialist

The Home Depot
07.2021 - 06.2022
  • Led cross-functional marketing campaigns, collaborating with internal teams and external vendors to develop strategies that boosted customer engagement and drove a 14.6% increase in sales during the 3rd quarter
  • Managed end-to-end project timelines for marketing initiatives, ensuring on-time delivery by coordinating resources, monitoring budgets, and mitigating potential risks
  • Utilized Microsoft SQL Server to analyze data and deliver in-depth metrics, presenting actionable insights to senior leadership through technical presentations that enhanced decision-making efficiency

Business Development Manager

Field Edge
04.2019 - 05.2021
  • Monitored and analyzed team KPIs, implementing performance improvement strategies that ensured accountability and consistently surpassed sales benchmarks across all accounts
  • Directed lead generation efforts and coached team members in delivering impactful technical presentations, resulting in a $235,000 revenue increase and expanded client portfolios
  • Utilized Salesforce for sales and support activities, maintaining an organized pipeline while training team members on CRM best practices to improve efficiency

Sales Account Manager

Regions Bank
05.2017 - 03.2019
  • Delivered exceptional customer service by assisting with account openings and promoting banking products, using CRM tools to track sales progress and contribute to monthly targets
  • Supported sales teams by qualifying leads, scheduling client meetings, and assisting with follow-up communications, contributing to a streamlined sales process and higher conversion rates
  • Maintained and updated accurate customer records, ensuring all documentation was processed correctly and in compliance with regulatory requirements

Education

Bachelor of Business Administration -

Alabama A&M University
Huntsville, Alabama

Skills

  • Microsoft Office
  • Windows OS
  • Salesforce
  • SQL Server
  • ServiceNow
  • CRM systems
  • IT Support and Troubleshooting
  • Operating Systems
  • Communication
  • Cross-functional collaboration
  • Problem-solving
  • Adaptability
  • Time management
  • Presentation skills
  • Analytical thinking

Certification

  • CompTIA Security+

Leadership Experience

Alpha Kappa Alpha Sorority Inc., Financial Secretary

Timeline

IT Support Technician

Global Communications
07.2022 - Current

Marketing Specialist

The Home Depot
07.2021 - 06.2022

Business Development Manager

Field Edge
04.2019 - 05.2021

Sales Account Manager

Regions Bank
05.2017 - 03.2019

Bachelor of Business Administration -

Alabama A&M University

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Nailah Williams