Summary
Overview
Work History
Skills
Certification
Publications
References
Timeline
Generic

NATALIE R. WILLIAMS

Atlanta,GA

Summary

Dynamic executive with 20+ years of leadership in customer experience, workforce development, and business operations. Proven track record of driving customer satisfaction, operational excellence, and employee engagement across large-scale teams. Recognized for strategic vision, cross-functional collaboration, and delivering measurable business outcomes.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Customer Experience & Workforce Strategist

Independent Consultant
Atlanta, GA
01.2023 - Current
  • Spearheaded strategic programs to boost employee engagement and customer-centric initiatives.
  • Designed and delivered leadership development curricula alongside customer experience workshops.
  • Coached executives on customer experience strategies and organizational effectiveness.
  • Oversaw operations and project management for client engagements, ensuring timely delivery and quality outcomes.

Director, Human Resources – Workforce Development

Verizon
Atlanta, GA
01.2021 - 01.2023
  • Led talent development for 28,000+ employees, boosting engagement by 20% and reducing turnover by 15%.
  • Aligned workforce strategy with CX goals, improving productivity by 10%.
  • Managed large-scale projects to implement workforce development initiatives, including budgeting, resource allocation, and performance tracking.
  • Performance Award Recipient: Seramount Workplace Impact Award.

Director, Retail & Indirect Sales

Verizon
Atlanta, GA
01.2018 - 01.2021
  • Directed over 600 sales professionals; achieved 30% year-over-year revenue growth, and 22% customer experience score improvement.
  • Strengthened partner relationships, increasing market share by 15%.
  • Spearheaded operational improvements to streamline sales processes and enhance the customer experience.
  • Led cross-functional teams to execute strategic projects, driving operational efficiency, and revenue growth.
  • Performance Award Recipient: President's Cabinet (Top 1% of Sales Leaders).

Director, Customer Service Field Operations

Verizon
Atlanta, GA
01.2011 - 01.2018
  • Oversaw 1,500+ service reps; improved customer satisfaction by 25% and reduced service times by 15%.
  • Implemented CX strategies that cut costs by 10% and boosted efficiency by 20%.
  • Directed operations for customer service field teams, ensuring high performance and adherence to service standards.
  • Managed projects to optimize field operations, including technology upgrades and process improvements.
  • Performance Award Recipient: Winners Circle – Top CX Executive.

Director/Associate Director, Business & Government Ops

Verizon
Atlanta, GA
01.2004 - 01.2011
  • Drove a 17% increase in contract renewals and a 95% project success rate.
  • Built strategic partnerships to enhance service delivery and retention.
  • Led operations for business and government accounts, ensuring seamless service delivery and client satisfaction.
  • Managed complex projects to support business growth and operational excellence.
  • Performance Award Recipient: Director Award of Excellence

Skills

  • Strategic planning
  • Operational efficiency
  • Customer experience
  • Business transformation
  • Data analysis
  • Project management
  • Performance management
  • Talent development

Certification

  • Master's Public Administration - Strayer University 2009
  • Bachelor's Business Administration - Strayer University 2008
  • Certified Executive & Life Coach – Symbiosis ICF Accredited 2023
  • Talent Management Certificate – Talent Strategy Group 2022

Publications

  • President’s Lifetime Achievement Award (2024)
  • Author: The CORE Method: Guide to Purpose-Driven Results (2023)
  • Featured in The Chicago School’s Organizational Psychology Program

References

References available upon request.

Timeline

Customer Experience & Workforce Strategist

Independent Consultant
01.2023 - Current

Director, Human Resources – Workforce Development

Verizon
01.2021 - 01.2023

Director, Retail & Indirect Sales

Verizon
01.2018 - 01.2021

Director, Customer Service Field Operations

Verizon
01.2011 - 01.2018

Director/Associate Director, Business & Government Ops

Verizon
01.2004 - 01.2011

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NATALIE R. WILLIAMS