Summary
Work History
Education
Skills
Work Preference
Timeline
Generic
Open To Work

SHANISE WILLIAMS

Customer Service Manager
Upper Marlboro,MD

Summary

Customer Service and Service Desk Operations Manager with 10+ years of experience leading high-volume customer support and IT help desk teams in enterprise environments. Proven ability to optimize ticketing systems, improve SLA performance, and elevate customer satisfaction through strong people leadership, data-driven decision-making, and process improvement. Recognized for building high-performing teams, implementing scalable support operations, and partnering with senior leadership to deliver exceptional service outcomes.

Work History

Manager Customer Service

Caterpillar
05.2024 - Current
  • Lead daily help desk and call center operations, delivering timely, high‑quality customer support across multiple channels.
  • Manage ticketing systems, prioritization workflows, and escalation processes to improve resolution times and service efficiency.
  • Recruit, onboard, train, coach, and mentor customer service and help desk staff, driving strong engagement, accountability, and performance.
  • Analyze KPIs, service desk metrics, call center data, and customer feedback to identify trends and implement continuous process improvements.
  • Develop and enforce standard operating procedures, training programs, and self‑service documentation to ensure consistent service delivery.
  • Optimize staffing models, workforce utilization, and inventory management to balance workload demands and reduce operational waste.
  • Implement automation and workforce management tools to streamline routine tasks and refocus staff on high‑priority customer needs.
  • Partner with senior leadership and cross‑functional teams to align customer service strategy with enterprise goals and growth initiatives.

Consultant Director

Tech Consulting
03.2023 - 05.2024
  • Led performance management for a roster of 50 IT consultants, conducting formal annual reviews and ongoing coaching to improve outcomes.
  • Coordinated training initiatives, logistics, HR, sales, and support operations for multi‑disciplinary consulting teams.
  • Developed and implemented retention and negotiation strategies to strengthen client relationships and consultant engagement.
  • Ensured timely and accurate monthly reporting, billing submissions, and invoice processing.
  • Served as liaison between clients, executive leadership, and sales teams to identify needs and recommend appropriate solutions.
  • Managed multiple concurrent projects across organizations, meeting aggressive timelines and shifting client priorities.
  • Launched employee engagement, diversity, and cultural initiatives, supported by enhanced operational reporting tools.
  • Oversaw daily operations across multiple locations to increase productivity and service quality.

Director

Morgan Stanley
11.2021 - 03.2023
  • Supported enterprise and departmental strategic initiatives by developing and executing operational programs for associates and managers.
  • Collected, analyzed, and reported call center performance data, sales metrics, and customer service KPIs to leadership.
  • Directed management forums to enhance collaboration, trust, and solution‑oriented problem‑solving across teams.
  • Accountable for day‑to‑day operational performance of a 25‑member team of Financial Agents, focusing on quality, productivity, and client experience.
  • Led recruitment efforts and developed strategic partnerships to maximize utilization of internal talent and capabilities.
  • Adjusted staffing and scheduling models in response to business demand changes to maintain service excellence.
  • Provided leadership in project management and organizational change initiatives.

Contract Customer Care Team Manager

KServicing
06.2021 - 11.2021
  • Managed customer complaints and escalations, providing timely solutions and follow‑up to ensure issue resolution and satisfaction.
  • Built and maintained strong client relationships by assessing needs, resolving issues, and delivering consistent service.
  • Trained and mentored team members to improve productivity, engagement, and service quality.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee performance.

Regional Account Executive

Guaranteed Returns
04.2020 - 05.2021
  • Served as primary liaison between customers, management, and sales teams to identify needs and recommend tailored solutions.
  • Identified new business opportunities, developed target accounts, and presented product offerings to prospective clients.
  • Addressed billing, accounting, and service delivery issues to maintain long‑term client satisfaction.
  • Provided financial analysis and reporting supporting monthly, quarterly, and annual closing processes.
  • Conducted annual business reviews to assess performance and identify growth opportunities.

Customer Service Manager

Atlanta Peach Movers
04.2019 - 03.2020
  • Managed daily operations across sales, customer service, claims, accounting, and front office teams.
  • Developed and implemented quality assurance programs, including audits, evaluations, and customer surveys.
  • Collaborated with operations to resolve invoicing, delivery, and service issues in a high‑volume environment.
  • Established structured departmental communication through weekly leadership meetings and one‑on‑one coaching sessions.
  • Evaluated performance trends to identify strengths, development needs, and improvement plans.
  • Spearheaded special projects and tasks assigned by the company's President & CEO.

Customer Service Manager

Iconic Group, Inc
03.2017 - 04.2019
  • Directed daily call center operations, including staffing, training, scheduling, and incentive programs.
  • Managed a team of 5 supervisors and up to 150 associates across high‑volume customer service operations.
  • Analyzed and reported call center KPIs and operational performance to senior leadership, board members, and external clients.
  • Monitored departmental expenditures and managed a $900K annual budget.
  • Implemented incentive programs that increased sales performance by 10%, contributing to over $1.4M in revenue.

Customer Service Supervisor

Small Business Administration
07.2011 - 03.2017
  • Supervised customer service operations supporting residential and commercial loan processing.
  • Ensured compliance with state and federal regulations throughout loan closing processes.
  • Researched and analyzed property, title, and financial documentation.
  • Prepared and distributed daily productivity and performance reports.
  • Assisted in development and implementation of new policies and procedures.
  • Provided coaching, feedback, and performance management to team members.
  • Monitored service standards and performance targets to ensure operational compliance.

Education

Applied Masters of Public Administration -

Florida A&M University
2010

Bachelors - Political Science

Florida A&M University
2009

Skills

Customer Service Operations Leadership Service Desk & Call Center Management SLA & KPI Management Workforce Management & Staffing Optimization Ticketing & Escalation Management Process Improvement & Automation Customer Experience (CX) Strategy Change Management Training & Talent Development Performance Coaching Metrics, Reporting & Analytics Budget & Resource Management SOP Development Inventory & Resource Optimization Cross‑Functional Collaboration Executive & Stakeholder Engagement

Work Preference

Work Type

Full Time

Location Preference

HybridRemoteOn-Site

Timeline

Manager Customer Service

Caterpillar
05.2024 - Current

Consultant Director

Tech Consulting
03.2023 - 05.2024

Director

Morgan Stanley
11.2021 - 03.2023

Contract Customer Care Team Manager

KServicing
06.2021 - 11.2021

Regional Account Executive

Guaranteed Returns
04.2020 - 05.2021

Customer Service Manager

Atlanta Peach Movers
04.2019 - 03.2020

Customer Service Manager

Iconic Group, Inc
03.2017 - 04.2019

Customer Service Supervisor

Small Business Administration
07.2011 - 03.2017

Applied Masters of Public Administration -

Florida A&M University

Bachelors - Political Science

Florida A&M University

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SHANISE WILLIAMSCustomer Service Manager