SYLVIA WILLIAMS
Broken Arrow,USA
Summary
Actively seeking a position where I can optimize my problem-solving and organizational skills and to use my experience and communication skills to resolve, enhance, and transform the face of customer interaction.
Overview
47
47
years of professional experience
Work History
Premier Support Specialist
AT&T Inc.
Tulsa, Oklahoma
07.2020 - Current
- Answers customer/client requests or inquiries concerning services and products.
- Troublshoot and resolve issues in a timely manner with high quality standards.
- Utilizes various systems and tools to initiate to assist and service customers.
- Continually maintains working knowledge of all company products, and services.
- Manage multiple high-priority tasks simultaneously without compromising quality or responsiveness to customer’s needs.
- Utilizes operational systems to process purchases of all products and services.
Instr. Design Specialist
Hireright
Tulsa, OK
05.2019 - 02.2020
- Conduct training classes in a positive manner by incorporating principles of Adult Learning.
- Facilitate Virtual training sessions utilizing Adobe, Skype, and/or Webex.
- Reviews and revises training material to ensure teams are meeting performance-based criteria.
- Provide individualized training and coaching sessions.
Sr. Training Manager
AT&T/DirecTV
06.2006 - 05.2019
- Company Overview: Sr. Training Manager www.att.com
- Conducts new hire and continuing education, process improvement training, and Level1 and 2 leadership development and education.
- Participates in activities designed to improve customer satisfaction and business performance.
- Conduct training classes in a positive manner by incorporating principles of Adult Learning.
- Facilitate Virtual training sessions utilizing Adobe, Skype, and/or Webex.
- Provides input to training curriculum, based on classroom experience.
- Reviews and revises training material to ensure teams are meeting performance-based criteria.
- Provide individualized training and coaching sessions.
- Evaluate trainee progress through certification examinations, classroom observation, and role play.
- Sr. Training Manager www.att.com
Quality Inspector
IC of Oklahoma
01.2003 - 06.2006
- Company Overview: Quality Inspector www.icbus.com
- Inspect newly built International CE200, and CE300 school buses to ensure all quality and safety standards are met.
- Prepare statistical reports to track number of units displaying DOT and state violations.
- Quality Inspector www.icbus.com
Training Manager
Staples Direct
04.1996 - 08.2002
- Company Overview: Training Manager www.Staples.com
- Develop and coach Trainers in effective training techniques and oversee implementation of technical programs.
- Assess customer service training program needs and develop high quality, cost effective, training solutions.
- Prepare statistical reports to evaluate business impact of training / learning solutions.
- Define learning goals with site leaders to support new hires and key project implementations.
- Define and identify skills gaps and recommend appropriate training solutions.
- Specify methods to achieve and maintain desired and current performance objectives.
- Ensures that the new hire process is successfully graduating individuals.
- Meet regularly with Managers and site Director to ensure learning relevance and alignment.
- Develop and creates material to meet learning objectives and close performance gaps.
- Create intervention plans and recommendations to achieve continuous improvement.
- Coach local Supervisors and Leads on key learning principles and concepts.
- Track, monitors and maintains performance metrics for a sustainable learning environment.
- Manage outside vendors in the design and development of training programs.
- Manage Training departments in both Tulsa and Halifax, Nova Scotia CA.
- Training Manager www.Staples.com
Customer Care Supervisor
Tulsa Regional
08.1978 - 11.1995
- Company Overview: Customer Care Supervisor www.osumc.net
- Supervised 25-30 employees as the Department Supervisor.
- Developed and implemented new hire training program.
- Designed employee guidelines and procedures manual.
- Planned and organized department schedules.
- Provided employee relations support between departments.
- Responsible for staffing department.
- Assessed employee performance and monitored disciplinary evaluations.
- Customer Care Supervisor www.osumc.net
Skills
- Adobe
- Salesforce’s
- Optool
- Webex
- Skype
- TeleCenter Systems
- Microsoft Word
- Microsoft Power Point
- Rockwell Real Time Data
- Kronos Payroll System
- SIEBEL Communications 77
- RIO
- NICE
- System X
- U-CRM
- Telegence
Timeline
Premier Support Specialist
AT&T Inc.
07.2020 - Current
Instr. Design Specialist
Hireright
05.2019 - 02.2020
Sr. Training Manager
AT&T/DirecTV
06.2006 - 05.2019
Quality Inspector
IC of Oklahoma
01.2003 - 06.2006
Training Manager
Staples Direct
04.1996 - 08.2002
Customer Care Supervisor
Tulsa Regional
08.1978 - 11.1995