Sasha Williams
Business Management Adminstration
Raritan,NJ
Summary
Strategic goal oriented Customer Success and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work History
Customer Success Team Lead
OnlineMedEd
Austin, TX
05.2022 - 08.2022
- Managed a team of 5 remote agents who focused on B2B, B2C, shared services in ED Tech.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Implemented new email templates for CSR to use when responding to users on our services and refund policies while maintaining empathy and compassion.
Customer Service Representative Team Lead
Montclair Radiology
Clifton, NJ
03.2017 - 05.2022
- Cross-trained in a multiple scheduling heavy call volume facility with the medical terminology to provided backup support for diagnostic imaging procedures within the scheduling department.
- Assisted with training a 7 employees on patients exams and learning our modality and procedures codes.
- Handled over 75 calls per shift scheduling patients, retrieving patient medical data, supervisor calls back, and escalations calls.
- Delivered excellent customer service, resulting in consistent 97.7% customer satisfaction rating.
Radiology Scheduler
RadNet
Clifton, NJ
03.2016 - 03.2017
- Handling 80 calls per day for a 20+ Radiology scheduling facility retrieving medical data for physicians and patients.
- Communicated appropriate preparations and other information in a clear, concise manner to patient, doctor’s office or person scheduling exam on behalf of patient
- Performed regular quality and validation assessments on patient data to verify accuracy.
Executive Administrative Assistant
JD Audio And Video Design
Fort Lee, NJ
12.2014 - 07.2015
- Responded to all calls, emails, for a commerical and residential custom audio and visual contacting company while supporting executive correspondence from very high-end clientele.
- Documented and distributed meeting notes to identify, analyze and improve workflows.
- Organized follow-up with Crestron system or any incoming service requests via email or directly through our answering service while having IT support reach out to client.
Operations Customer Service Manager
Vitel Communications, LLC
Union, NJ
12.2009 - 03.2012
- Responsible for allocating Cable Technicians throughout the workday along with delegating the workflow to the 10 Customer Service team.
- Compiled daily reports from the data system to ensure that the company meets its service objectives, and daily service completion rate of 98% and distributed to Director of Operations, and Field Technicians supervisors.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement
- Implemented de-escalating scripted techniques along with, process and procedures on how to effectively handle irate customer, and resolve all customer service issues
Customer Service Supervisor
Best Buy
Bridgewater, NJ
07.2008 - 12.2009
- Managed a team of 15 Customer Service Representative
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Prepared store deposit, verified change fund was counted with no discrepancies and registers accounting totals are accurate, balanced and logged correctly for daily pick up.
Executive Administrative Assistant
Macys Herald Square
New York, NY
07.2004 - 07.2008
- Managed calendar, and phone appointments and changes for the VP of Logistics & Operations.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Monitored time and attendance for the warehouse team and distributed on an excel spreadsheet for store line executives.
- Provided support for the department such as answering phones, reviewing and controlling incoming and outgoing correspondence.
Education
Bachelor of Business Administration -
Touro College
Brooklyn, NY 09.2001 - 05.2005
Skills
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Timeline
Customer Success Team Lead
OnlineMedEd
05.2022 - 08.2022
Customer Service Representative Team Lead
Montclair Radiology
03.2017 - 05.2022
Radiology Scheduler
RadNet
03.2016 - 03.2017
Executive Administrative Assistant
JD Audio And Video Design
12.2014 - 07.2015
Operations Customer Service Manager
Vitel Communications, LLC
12.2009 - 03.2012
Customer Service Supervisor
Best Buy
07.2008 - 12.2009
Executive Administrative Assistant
Macys Herald Square
07.2004 - 07.2008
Bachelor of Business Administration -
Touro College
09.2001 - 05.2005
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