Summary
Overview
Work History
Education
Skills
Timeline
Generic

SHANISE WILLIAMS

Director
Atlanta

Summary

Creative, goal-oriented Call Center Director bringing years of experience in hiring, coaching, call center management, achieving customer satisfaction, team development, and retention building. Specialize in conflict resolution and the timely preparation of operational and productivity reports. A proven leader recognized as a go-to resource and trusted advisor to senior management.

Overview

12
12
years of professional experience

Work History

Director, Directed Shares Program

Morgan Stanley
Atlanta, GA.
2021 - Current
  • Fulfill and support corporate, division, department strategic initiative by developing supporting initiatives for all associates and management personnel
  • Collect and analyzed call center statistics, sales rates, and customer service metrics
  • Direct management meetings to enhance collaboration and maintain culture based on trust and group problem-solving
  • Accountable for day-to-day operations performance for a team of 25 Financial Agents; including the qualitative and quantitative targets to improve overall customer experience and productivity of team
  • Head recruitment and development of strategic alliances to maximize utilization of existing talent and capabilities
  • Monitor changes in business operations and make proactive adjustments to employee schedules to focus on service delivery
  • Project management and change management

Customer Care Team Manager

K Servicing
Atlanta, GA.
2021 - 2021
  • Coached and develop team of Escalated Paycheck Protection Program (PPP) Forgiveness Loan Service Professionals through call monitors, audits, and bi-weekly 1:1's meetings
  • Developed and deliver training methods, materials, and programs relative to ensuring excellent customer service
  • Exhibited confidence, adaptability, and exceptional problem-solving skills when dealing with complex issues
  • Contributed to ongoing process improvement initiatives and manage projects to address expressed needs of Customer Care Department, Senior Management, and clients
  • Concisely explained complex issues to audiences of varying seniority
  • Conducted weekly and monthly reports for Department and Senior Management
  • Assisted in building onshore Escalations Customer Care Department

Regional Account Executive

Guaranteed Returns
Atlanta, GA.
2020 - 2021
  • Acted as liaison between customers, management, and sales team to better understand customer needs and recommend appropriate solutions
  • Identified new targets, develop new business opportunities and present product lines to customers
  • Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction
  • Consulted and recommended customized solutions to help clients reduce expenses and increase profit margins
  • Managed monthly, quarterly, and annual closing process on timely basis
  • Provided complete and accurate financial analysis including financial reporting
  • Completed thorough annual Business Review and Customer Analyst Report
  • Managed book of business worth $1.7 million across 60 accounts

Customer Service Manager

Atlanta Peach Movers
Atlanta, GA.
2019 - 2020
  • Managed day-to-day operations of internal employees: sales, customer service, claims, accounting department, and receptionist desk
  • Developed, implemented, and responsible for quality assurance program including: on-site evaluations, internal audits, and customer surveys
  • Developed departmental communications by implementing weekly manager and 1:1 meetings
  • Evaluated individual performance, determined trends, analyzes strengths and/or weaknesses
  • Spearheaded special projects and tasks assigned by the company's President & CEO

Customer Service Manager

Iconic Group, Inc
Tallahassee, FL.
2017 - 2019
  • Managed daily operation of call center, which included development, analyses and implementation of staffing, training, scheduling, and incentivizing maximum performance
  • Reported, analyzed, and interpreted call center metrics and set performance goals (KPIs) to Senior Management, Board of Directors, and external clients
  • Monitored departmental expenditures to ensure proper allocation of $900,000 annual budget
  • Managed team of 5 supervisors and up to 150 associates to maintain and build customer base through excellent service delivery
  • Increased sales averages and numbers by 10% with employee incentive programs and motivation: achieved over $1.4 million in sales

Customer Service Supervisor

Assistance
Tampa, FL.
2011 - 2017
  • Assisted individuals and business owners with completion of their disaster loan application(s), including financial documentation required in support of each application
  • Closed residential and business loans according to state and federal regulations
  • Researched, analyzed, and evaluated records relating to titles of homes, land, and buildings
  • Composed and distributed daily productivity reports
  • Assisted in development and implementation of new policies and procedures while training new customer service representative
  • Provided statistical and performance feedback and coaching to each team member
  • Monitored & reported on standards and performance targets

Education

Masters of Public Administration -

Florida A&M University

Bachelors - Political Science

Florida A&M University

Skills

Quality Controlundefined

Timeline

Director, Directed Shares Program

Morgan Stanley
2021 - Current

Customer Care Team Manager

K Servicing
2021 - 2021

Regional Account Executive

Guaranteed Returns
2020 - 2021

Customer Service Manager

Atlanta Peach Movers
2019 - 2020

Customer Service Manager

Iconic Group, Inc
2017 - 2019

Customer Service Supervisor

Assistance
2011 - 2017

Masters of Public Administration -

Florida A&M University

Bachelors - Political Science

Florida A&M University

Similar Profiles

CREATE PROFILE
SHANISE WILLIAMSDirector