Shetika Williams
Clarksville,TN
Summary
Versatile Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills.
Overview
16
16
years of professional experience
Work History
Coach, Total Experience Customer care
T-Mobile USA
07.2017 - 03.2024
- Supported and helped 10-30 experts with serving their customers, through building relationships, resolving and providing accurate information, while ensuring the team follows company compliance
- Monitoring progress and providing experts with weekly performance coaching’s
- Set the tempo for team performance by creating clear achievable performance plans to maximize results
- Inspired and motivated experts to career path and promote, while performing at a high level
- Lead interactive training and meeting sessions to discuss company goals and policy updates
- Worked closely with the Manager to execute on department plans and goals
- Attended monthly and quarterly readouts on team and department performance to Senior and Executive leadership.
Interim Sr. Business Support Analyst (Interim assignment)
T-Mobile USA
06.2021 - 12.2021
- Delivered support for analyzing trends, results, and areas of company focus to provide recommendations to executive leaders
- Lead business meetings and created high level presentations to explain company progress, maintained business data and systems, monitored data processes, works directly with external vendors onboard, and resolved escalated incidents.
Associate Coach, Total Experience CS
T-Mobile USA
04.2017 - 07.2017
- Partnered with Coach to motivate and drive our customer care team, while creating a culture of teamwork
- Supported experts in the game, and provided real time feedback, based on the coach’s monthly performance plan
- Created outlier management plans to assist with improving performance.
Executive Financial Specialist, (Financial Care)
T-Mobile USA
03.2016 - 04.2017
- Served customers by providing overall financial account maintenance
- Providing balance information, resolving fee disputes, as well as collections activity, and preventative measures, providing financial options to better service the customer needs, initiating payment disputes and processing claims
- In this role I gained the customers trust by resolving their concerns and ensuring complete and accurate information was provided, through following the company’s policies and procedures
- Worked closely with my team to ensure that our customer base is serviced with our First Call Resolution
- This drives the company’s success with lowering the calls per customer (CPC)
- While working in Financial Care, I was consistent in supporting others in the department
- Making recommendations, assisting with answering questions, providing best practices, and high-level resolution.
Customer Service Representative
T-Mobile USA
12.2010 - 03.2016
- Gather information using tools and resources, to provide immediate attention to customers/ client accounts
- Addressing concerns, reviewing and explaining bills per customer request
- Relying on multiple systems to multi-task and perform account maintenance Maintained financial accounts by processing customer adjustments
- Recommended potential products or services to management by collecting customer information and analyzing customer needs
- Contributes to team effort by accomplishing related results as needed.
Office Billing Admin.
Touched By an Angel Healthcare
04.2008 - 12.2010
- Performed clerical duties, efficiently maintaining medical records and billing
- Provided back office and HR assistance
- Overseeing patient inquiries, and patient assignments for home health with delicacy and tact, while maintaining client confidentiality.
Education
Bachelor of Arts - Business Administration
Austin Peay State University
Clarksville, TN05.2008
Skills
- Project Management
- Microsoft Office Suite
- Business process improvement
- Data Analysis
- Operations Management
- Performance monitoring
- Task Delegation
- Attention to Detail
- Data Entry
- Time Management
- Claims Investigation
- Decision-Making
Training courses/certifications
- Strategic Leadership and Management
- Connected Leadership
- Leading A Brilliant Team
- Emotional Intelligence
Rewards/recognition
Multi award recipient for performance and character, to include National recognition.
Timeline
Interim Sr. Business Support Analyst (Interim assignment)
T-Mobile USA
06.2021 - 12.2021
Coach, Total Experience Customer care
T-Mobile USA
07.2017 - 03.2024
Associate Coach, Total Experience CS
T-Mobile USA
04.2017 - 07.2017
Executive Financial Specialist, (Financial Care)
T-Mobile USA
03.2016 - 04.2017
Customer Service Representative
T-Mobile USA
12.2010 - 03.2016
Office Billing Admin.
Touched By an Angel Healthcare
04.2008 - 12.2010
Bachelor of Arts - Business Administration
Austin Peay State University
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