SHANISE WILLIAMS
Peachtree Corners,GA
Summary
Creative, goal-oriented Director bringing years of experience in hiring, coaching, call center management, achieving customer satisfaction, large 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
6
6
years of professional experience
Work History
Consultant Director
Tech Consulting
03.2023 - Current
- Complete formal annual performance reviews and frequent informal reviews, and providing relevant feedback for a roster of 50 IT Consultants.
- Coordinate trainings, logistics, HR, sales & support team of Consultants.
- Identify, define, develop, and implement negotiation techniques for retentions of clients and Consultants.
- Ensure monthly report compilation, including accurate billing submittal and invoice processing.
- Liaise with clients, Executive Team, and Sales Team to better understand clients’ needs and recommend appropriate solutions.
- Manage multiple project deadlines across several businesses to meet dynamic needs of multiple clients.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Manage daily operations while overseeing multiple locations to foster increased productivity.
Director, Directed Shares Program
Morgan Stanley
11.2021 - 03.2023
- Fulfilled and supported corporate, division, department strategic initiative by developing supporting initiatives for all associates and management personnel.
- Collected and analyzed call center statistics, sales rates, and customer service metrics.
- Directed 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 qualitative and quantitative targets to improve overall client experience and productivity of team.
- Headed recruitment and development of strategic alliances to maximize utilization of existing talent and capabilities.
- Monitored changes in business operations and made proactive adjustments to employee schedules to focus on quality service delivery.
- Project management and change management.
Customer Care Team Manager
K Servicing
05.2021 - 11.2021
- Coached and developed a team of Escalated Paycheck Protection Program (PPP) Forgiveness Loan Service Professionals through call monitors, audits, and bi-weekly 1:1's meetings.
- Developed and delivered 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 on-going process improvement initiatives and managed 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 reporting for Department and Senior Management.
- Assisted in building onshore Escalations Customer Care Department.
Regional Account Executive
Guaranteed Returns
04.2020 - 05.2021
- Acted as a liaison between clients, management, and sales team to better understand clients’ needs.
- Identified new targets, developed new business opportunities, and presented product lines to clients.
- 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 a timely basis.
- Completed thorough annual Business Review and Customer Analyst Report.
- Managed a book of business worth $1.7 million across 60 accounts.
Customer Service Manager
Atlanta Peach Movers
04.2019 - 04.2020
- 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, analyzed strengths and/or weaknesses.
- Spearheaded special projects and tasks assigned by the company's President & CEO.
Customer Service Manager
Iconic Group, Inc
03.2017 - 04.2019
- 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, analyzed strengths and/or weaknesses.
- Spearheaded special projects and tasks assigned by the company's President & CEO.
Education
Masters of Public Administration - undefined
Florida A&M University
2010
Bachelors - Political Science
Florida A&M University
2009
Skills
- Quality Control
- Contract Negotiation
- Complaint Resolution
- Account Management
- Budgeting and Reporting
- Operations Management
- Customer Relationship Management Software (CRM)
- SAP and ERP system knowledge
- Training and Development
- Project Management
- Operational Efficiency
- Customer Relationship Management
Timeline
Consultant Director
Tech Consulting
03.2023 - Current
Director, Directed Shares Program
Morgan Stanley
11.2021 - 03.2023
Customer Care Team Manager
K Servicing
05.2021 - 11.2021
Regional Account Executive
Guaranteed Returns
04.2020 - 05.2021
Customer Service Manager
Atlanta Peach Movers
04.2019 - 04.2020
Customer Service Manager
Iconic Group, Inc
03.2017 - 04.2019
Masters of Public Administration - undefined
Florida A&M University
Bachelors - Political Science
Florida A&M University
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