Summary
Overview
Work History
Education
Skills
Timeline
Generic

Niki Williamas

Forney,TX

Summary

Experienced Manager, bringing 15 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

11
11
years of professional experience

Work History

Corporate Customer/Client Service Manager

CROSSMARK
10.2022 - 03.2024
  • Utilized Microsoft Excel, V Look-Ups, Pivot Tables, and/or other query tools to extract, organize, analyze, and data reporting
  • Nurtured long-term relationships with clients, fostering loyalty and business growth opportunities.
  • Designed training programs for new hires, expediting their integration into the team and enhancing their skill set.
  • Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
  • Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
  • Met with customers to discuss and ascertain needs, tailor solutions and close deals.
  • Review completed budgets for compliance with legal regulations.
  • Managed multiple projects simultaneously, ensuring timely completion and high-quality outcomes.
  • Spearheaded process improvements that resulted in significant time savings for both staff and clients alike.
  • Successfully resolved escalated client issues, restoring trust and safeguarding the company''s reputation.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Actively listened to customers, handled concerns quickly and escalated major issues to director.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.

Corporate Operations Coordinator

CROSSMARK
09.2018 - 11.2022
  • Creates event briefings, recaps, and presentations, ensuring effective measures are in place to support project evaluation
  • Prepared annual budgets with controls to prevent overages.
  • Collaborated with area managers to evaluate needs and optimize operational plans.
  • Developed strong relationships with clients, maintaining open lines of communication to promote loyalty and retention.
  • Manages the accurate and real-time collection of participation data and provides recommendations to improve quality performance
  • Serves as primary liaison between client and multiple internal groups to ensure clarity of goals and quality and adherence to deadlines
  • Monitors client projects on an ongoing basis by tracking the project budget, evaluating progress and quality of tasks and deliverables, manage issue resolution and risk mitigation as necessary
  • Educated clients on account services and capabilities and resolved all client inquiries regarding account balances, statement information, and general product and/or service information
  • Administrative support including coordination of travel events, tracks expense report, monitoring and controlling event budgets, invoice processing, etc.,up to $100k
  • Authorizes expenditures and monitors account reconciliation and status to ensure compliance with fiscal guidelines and regulations
  • Recognize areas for internal improvement and developing plans for implementing them for execution

CORPORATE HR-Onboarding Compliance (Trainer)

CROSSMARK
09.2015 - 09.2018
  • Delivers a superior new hire experience by providing a high level of customer service and maintaining quality throughout the pre-employment onboarding process
  • Independently manages the daily workflow of candidate onboarding
  • Guides, Trains, and Coach numerous oncoming onboarding employees
  • Management Guidance
  • Handles 70-120 incoming and performed outgoing calls while managing reports and HR systems: ICIMs, EXCEL, LAWLOGIX (E-VERIFY)
  • Performs audits on data entries and documentation made by candidates and other employees to ensure accuracy and completeness
  • Utilizes multiple systems to track the progress of pre-employment background investigations
  • Performed work in compliance with applicable federal, state and local regulations pertaining to equal
  • Employment opportunity, immigration and company policy per management direction
  • Interact with new hires, Recruiters, Recruiting Managers, Hiring Managers/Executives and other areas of Human Resources as needed.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Provided one-on-one mentoring to help individuals reach their full potential within the organization.
  • Monitored and reported trainee progress, introducing new learning tools to address individual needs.

Shelter + Care Program/Grant/Case Manager

New Horizons Behavioral Health (DHHS)
01.2013 - 05.2015
  • Engages and works with people with severe and persistent mental illness, a history of homelessness, and/or terminal illness
  • Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
  • Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
  • Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
  • Fostered open lines of communication with clients'' families and support networks, involving them in the case management process as appropriate.
  • Partnered with physicians, social workers, activity therapists, nutritionists, and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.
  • Strengthened relationships with community organizations to increase access to supportive resources for clients in need.
  • Promoted a safe environment for vulnerable populations by reporting suspected abuse or neglect as mandated by law.
  • Interviews clients and evaluates problems presented and evaluates case situations to determine the extent of social service needs of clients
  • Provides mediation and advocacy for participant between landlord and neighbors
  • Managed a portfolio of grants, ensuring timely reporting and compliance with funding requirements.
  • Increased funding opportunities by researching and identifying potential grant sources.
  • Developed strong relationships with funders, resulting in increased grant awards and successful partnerships.

Education

BACHELOR OF SCIENCE -

Liberty University

ASSOCIATES -

Barton College
01.2009

Skills

  • Client Relationship Building
  • Exceptional communication
  • Customer Relations
  • Staff Development
  • Business Administration
  • Workforce Management
  • Expense Tracking
  • Performance Management
  • Scheduling Management
  • Customer Invoicing
  • Process Implementation
  • Account Management
  • Teamwork and Collaboration
  • Customer Service
  • Client Relations
  • Account oversight
  • Issue Resolution
  • Project Management
  • Customer Relationship Management (CRM)
  • Operations Monitoring
  • Revenue Generation
  • Revenue Growth
  • Data Analytics
  • Persuasive Negotiations
  • Problem-Solving
  • Organization and Multitasking
  • Documentation And Reporting
  • Conflict Resolution
  • Client Advocacy
  • Case Planning
  • Records Management
  • Crisis Intervention
  • MS Office
  • Home Visits and Inspections
  • Staff Management
  • HR policies and procedures
  • Onboarding and Orientation
  • Data Entry and Reporting
  • Background Checks
  • Performance Tracking
  • Human Resources Support
  • Procedure Compliance
  • In-Person and Telephone Interviewing
  • Wages and salary
  • Pre-Employment Screening
  • Analytical and Critical Thinking

Timeline

Corporate Customer/Client Service Manager

CROSSMARK
10.2022 - 03.2024

Corporate Operations Coordinator

CROSSMARK
09.2018 - 11.2022

CORPORATE HR-Onboarding Compliance (Trainer)

CROSSMARK
09.2015 - 09.2018

Shelter + Care Program/Grant/Case Manager

New Horizons Behavioral Health (DHHS)
01.2013 - 05.2015

BACHELOR OF SCIENCE -

Liberty University

ASSOCIATES -

Barton College

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Niki Williamas