Suadia Williams
Charlotte,NC
Summary
Client-focused Customer Success and Service professional with 20+ years of experience supporting customers in healthcare, retail, and service-driven environments. Proven ability to resolve complex issues, manage high-volume inquiries, and build strong customer relationships through empathy, clear communication, and accountability. Adept at cross-functional collaboration, documentation, and process improvement to enhance customer satisfaction, retention, and operational efficiency.
Overview
21
21
years of professional experience
Work History
Independent Contractor
Airbnb
10.2020 - Current
- Maintain high service standards by ensuring properties meet cleanliness, safety, and quality expectations.
- Follow detailed procedures and compliance guidelines with strong attention to accuracy.
- Identify and communicate maintenance or service issues proactively.
- Manage inventory and supplies efficiently while adapting to changing priorities.
Department Manager
Big Lots
10.2017 - 10.2020
- Led and coached team members to deliver excellent customer experiences and achieve performance goals.
- Partnered with store leadership to align departmental objectives with company initiatives.
- Resolved customer concerns with professionalism and empathy.
- Managed inventory accuracy, cycle counts, and merchandising standards.
Operations Manager
The UPS Store
08.2015 - 09.2017
- Oversaw daily operations, staffing, training, and performance management.
- Managed financial activities including budgeting, reporting, and inventory control.
- Delivered tailored product and service solutions to customers.
- Maintained detailed documentation and compliance with policies and regulations.
Customer Service Analyst
Medicare
01.2010 - 01.2015
- Served as a primary point of contact for member inquiries related to benefits and claims.
- Managed high-volume interactions across phone, email, and online channels.
- Documented customer interactions thoroughly to support compliance and case resolution.
- Collaborated with internal teams and delivered training.
Human Resources Manager
Jackson Plastics
01.2005 - 01.2009
- Developed and implemented HR policies supporting organizational goals.
- Led recruitment, onboarding, and retention initiatives.
- Administered compensation, benefits, and training programs.
Education
Associate of Applied Science - Accounting
National College
Associate of Applied Science - Pharmacy Technician
National College
Skills
- Client Success & Retention
- Customer Advocacy
- Issue Resolution
- Account Management Support
- Process Improvement
- Clear Written & Verbal Communication
- Empathy & Emotional Intelligence
- Documentation & Reporting
- Time Management
- Trust Building
- Financial Accuracy
- Compliance Awareness
- Team Collaboration
Timeline
Independent Contractor
Airbnb
10.2020 - Current
Department Manager
Big Lots
10.2017 - 10.2020
Operations Manager
The UPS Store
08.2015 - 09.2017
Customer Service Analyst
Medicare
01.2010 - 01.2015
Human Resources Manager
Jackson Plastics
01.2005 - 01.2009
Associate of Applied Science - Accounting
National College
Associate of Applied Science - Pharmacy Technician
National College