Sherika Williams
Birmingham,AL
Summary
Experienced manager with a strong background in enhancing customer satisfaction and operational efficiency. Adept at risk management, building client relationships, and leading teams to success. Proven track record in coaching for excellence and implementing strategic initiatives to drive business growth.
Overview
10
10
years of professional experience
Work History
Business Manager
Joel Healthy Living: Magic City Nutrition
05.2024 - 01.2025
- Engaged with customers to understand their nutrition needs, offering personalized solutions that promoted healthy lifestyle changes and drove product sales.
- Built strong client relationships through exceptional service, follow-up, and education on the benefits of nutrition and wellness.
- Developed and executed marketing strategies, including social media campaigns, local outreach, and community events to attract new customers and raise brand awareness.
- Led and motivated a team of staff and independent distributors to ensure high performance, customer satisfaction, and smooth operations.
- Trained and mentored new staff on product knowledge, customer service skills, and club procedures to foster a positive, efficient environment.
- Organized and led community events, such as health workshops and fitness classes, to engage the local market and promote Herbalife products.
- Coordinated special promotions, challenges, and offers to drive customer engagement and increase sales.
- Managed daily club operations, including scheduling, inventory control, and customer orders, ensuring a seamless experience for both clients and staff.
- Maintained a clean, organized, and welcoming space for clients while ensuring compliance with health and safety standards.
- Handled customer inquiries, complaints, and feedback professionally, ensuring prompt resolution and customer satisfaction.
- Built partnerships with local businesses, fitness centers, and health professionals to expand visibility and increase sales opportunities.
- Managed club budgets, tracked expenses, and ensured financial profitability by analyzing sales trends and customer preferences.
- Monitored inventory levels, placed orders, and managed product pricing and promotions to align with customer demand and business goals.
Senior Assistant Vice President
Wells Fargo
Birmingham, AL
05.2021 - 04.2024
- Supervised a team of Customer Service Representatives, overseeing internal and external customer inquiries, complaints, and dispute resolution to ensure timely, high-quality service while maintaining compliance.
- Identified opportunities for service improvement, policy and procedure enhancement, and risk control development.
- Made daily supervisory decisions and resolved customer and colleague issues, ensuring staffing requirements were met in alignment with policies and procedures.
- Collaborated with internal teams, relationship managers, and colleagues to drive customer satisfaction.
- Managed resource allocation (people and financial) to optimize customer service operations.
- Mentored and guided direct reports, assisting in talent development and recruitment efforts.
- Analyzed customer inquiries, implemented solutions, and contributed to change management for affluent Wells Fargo customers.
- Facilitated team meetings and coordinated off-phone activities with Resource Planning.
- Onboarded and supported new hires by coordinating training, monitoring progress, and ensuring smooth transitions to the team.
- Provided technical support on hardware, platform, and software-related customer inquiries and issues.
- Coached bankers to meet Quality Assurance and customer satisfaction survey goals while ensuring alignment with business metrics and expectations.
- Delivered exceptional service, ensuring first-call resolution while adhering to compliance and company procedures.
- Conducted performance reports, special projects, and collaborated with management to identify and mitigate risks impacting business operations.
- Managed escalated calls and provided guidance to less experienced bankers on problem resolution.
- Maintained knowledge of banking processes, products, services, and compliance regulations.
- Demonstrated strong verbal, written, and interpersonal communication skills.
- Met and exceeded adherence to customer engagement metrics (CEM) and Average Handle Time (AHT) goals.
- Ensured team’s capabilities kept pace with evolving customer expectations and business needs.
Customer Service Experience
EBSCO Industries- Pradco Outdoor Brands
Birmingham, AL
07.2015 - 01.2017
- Resolve customer complaints via phone, email or mail
- Greet customers warmly and ascertain problem or reason for calling
- Suggest solutions when a product malfunctions
- Utilize computer technology to handle high call volumes
- Work with customer service manager to ensure proper customer service is being delivered
- Close out or open call records
- Research, interpret, analyze and maintain data on an estimated 13,000 serial publications within multiple databases for use by regional offices and publishers
- Compute discounts, taxes, and pricing formulas requiring attention to detail and accuracy
Education
High School -
George Washington Carver High School
05.2009
Some College (No Degree) -
University of Alabama At Birmingham
Birmingham, ALSkills
- Customer Service Excellence
- Team Leadership & Development
- Strategic Planning & Operational Efficiency
- Risk Management
- Problem Analysis and Resolution
- Organizational Skills & Adaptability
- Employee scheduling & Budget Administration
- Recruiting, Hiring & Performance Evaluations
- Social Media Promotion
- Verbal and written communication
- Decision-making & Customer retention
Timeline
Business Manager
Joel Healthy Living: Magic City Nutrition
05.2024 - 01.2025
Senior Assistant Vice President
Wells Fargo
05.2021 - 04.2024
Customer Service Experience
EBSCO Industries- Pradco Outdoor Brands
07.2015 - 01.2017
High School -
George Washington Carver High School
Some College (No Degree) -
University of Alabama At Birmingham
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