SHANISE WILLIAMS

• Completed formal annual performance reviews and frequent informal reviews, and provided relevant feedback for a roster of 50 IT Consultants.

• Coordinated trainings, logistics, HR, sales & support team of Consultants.

• Identified, defined, developed, and implemented negotiation techniques for retentions of clients and Consultants.

• Ensured monthly report compilation, including accurate billing submittal and invoice processing.

• Liaised with clients, Executive Team, and Sales Team to better understand clients' needs and recommended appropriate solutions.

• Managed 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.

• Managed daily operations while overseeing multiple locations to foster increased productivity .

• 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.

• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.

• 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 recommend customized solutions to help clients reduce expenses and increase profit margins.
• Managed monthly, quarterly, and annual closing process on a timely basis.
• Provided complete and accurate financial analysis including financial reporting.
• Completed thorough annual Business Review and Customer Analyst Rep.

• 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.
• Handled high-volume paperwork and collaborated with operations department to resolve invoicing and delivery problems.
• Developed departmental communications by implementing weekly manager and 1:1 meetings.
• Evaluated individual performance, determines trends, analyzes strengths and/or weaknesses.
• Spearheaded special projects and tasks assigned by the company’s President & CEO.

• Managed daily operation of call center, which included development, analyses and implementation of staffing, training, scheduling and incentivizing maximum performance.
• Implemented and created training for evolving business practices related to direct impact of customer service.
• 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 a 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.

• 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.
• Provided statistical and performance feedback and coaching to each team member.
• Monitored & reported on standards and performance targets.

• Supervised daily operations of help desk team, ensuring quality service delivery and timely issue resolution.
• Managed ticketing system to prioritize and track support requests, enhancing workflow efficiency.
• Developed training materials for new staff, fostering knowledge transfer and skill development within the team.
• Analyzed support metrics to identify trends, implementing process improvements based on findings.
• Streamlined communication protocols between help desk and end-users, improving customer satisfaction ratings.
• Established performance benchmarks for help desk operations, driving accountability and continuous improvement initiatives.
• Recruited, trained and supported help desk technicians and representatives.
• Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
• Implemented an efficient escalation process that ensured complex issues were addressed by appropriate subject matter experts in a timely manner.
• Leveraged automation tools to streamline routine tasks, freeing up staff resources to focus on higher-priority concerns and customer service excellence.
• Monitored industry trends to stay current on best practices in help desk management and incorporate new ideas into departmental operations where appropriate.
• Analyzed call center metrics to identify trends and optimize staffing levels effectively.
• Developed and enforced standard operating procedures to ensure consistency in service delivery.
• Increased employee engagement by creating opportunities for professional development and career advancement within the call center.
• Optimized resource allocation through effective workforce management techniques, balancing workload with staffing needs.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Collaborated with upper management to improve customer service processes and support structures company-wide.
• Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
• Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
• Developed and executed strategic plans aligned with corporate goals to drive growth initiatives.
• Oversaw inventory management, optimizing stock levels, and reducing waste.