Shundra D. Williams
Houston,Texas
Summary
Skilled quality professional prepared for role in monitoring and enhancing call center performance. Known for strong analytical abilities, effective communication, and keen eye for process improvements. Focused on team collaboration and consistently achieving results, adapting seamlessly to evolving needs. Proficient in quality assurance methodologies, data analysis, and feedback delivery.
Overview
25
25
years of professional experience
Work History
Supervisor - MetroLift Services
Metropolitan Transit Authority
01.2015 - Current
- Supervise staff and ensure the guidelines and policies of the dispatch department are being followed
- Make sure that the on-time is maintained at 90% or better
- Route and reschedule trips on manifest to ensure that the patrons arrive to location in a safe and timely manner
- Handles consumer’s complaints
- Listen and analyze the calls that transpire between the customers and the agents
- Provide feedback and coach agents on feedback that is given on their score cards.
- Monitor the dispatcher’s channel and radio transmission to ensure protocol is being followed
- Assist with the training of new hires and cross-trained current staff in the department for three years
Dispatcher / Customer Service Representative – MetroLift Services
Metropolitan Transit Authority
01.2000 - 01.2015
- Assist operators with directions to client locations and verify the on-time performance of operators using radio services and Trapeze software
- Route and schedule transportation services for clients
- Handle high volume client calls
- Act as Supervisor-On-Duty as needed
Education
Bachelor of Arts - English and Literature
Southern New Hampshire University
Manchester, New HampshireAssociate of Applied Science Degree - Paralegal Studies
Center for Advanced Legal Studies
Houston, TexasSkills
- Microsoft Windows
- Outlook
- Excel
- Word
- PowerPoint
- Trapeze
- Team leadership
- Time management
- Problem solving
- Staff development
- Decision making
- Job training
Accomplishments
- Facilitator for the Leadership Development Program, 02/01/18
- Completed the Metro Leadership Development Program, 07/01/17
- Completed the Metro Management Development Program, 10/01/18
- Completed Workforce Management Training, 08/01/19
Honorsocieties
- Sigma Tau Delta/Alpha Phi Beta-International English Honor Society
- Sigma Alpha Pi-The National Society of Leadership and Success
Timeline
Supervisor - MetroLift Services
Metropolitan Transit Authority
01.2015 - Current
Dispatcher / Customer Service Representative – MetroLift Services
Metropolitan Transit Authority
01.2000 - 01.2015
Associate of Applied Science Degree - Paralegal Studies
Center for Advanced Legal Studies
Bachelor of Arts - English and Literature
Southern New Hampshire University
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