Tamika M. Williams
Stratford,CT
Summary
Self-motivated Contact Center operations professional who brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements.
Overview
22
22
years of professional experience
Work History
Enterprise Director, Contact Center Operations
Stamford Health
02.2025 - Current
- Enhance team collaboration through regular communication, goal setting, and performance evaluations.
- Proactively identify potential risks and implement mitigation strategies to minimize negative impacts on contact center operations.
- Strengthen internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Facilitate cross-functional collaboration for improved decision-making processes within the organization.
- Manage budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Implement innovative solutions to solve complex problems, resulting in increased productivity, streamlined operations and decreased abandoned rates by over 10%.
- Negotiate favorable contracts with vendors for reduced costs and improved service quality.
- System Administrator for managing Contact Center Call flow involving design, optimization and voice talent for the enterprise
- Optimize staff performance by designing comprehensive training programs tailored to individual needs
- Increase company revenue by streamlining processes and implementing cost-saving measures
- Lead cross-functional teams in a centralized and non-centralized contact center environment to improve benchmarks for SLA delivery by 20% for a call volume of over 1 million per year, staying on top of challenging schedules with multiple competing timelines.
- Reduce operational risks while organizing data to forecast performance trends.
Contact Center Director
Stamford Health
03.2020 - 02.2025
- Optimized call routing strategies to decrease call abandonment rates by 20% and improve overall customer experience.
- Created comprehensive training programs for new hires, resulting in faster onboarding and increased productivity.
- Analyzed key performance metrics to identify areas of improvement and implement targeted action plans.
- Implemented innovative technologies to enhance contact center performance and efficiency.
- Enhanced quality assurance measures to ensure adherence to industry standards and best practices in customer service delivery.
- Streamlined workflow processes to maximize efficiency within the contact center operations to reduce cost per call by over 2%.
Centralized Services Contact Center & Radiology Manager
Stamford Health
10.2016 - 03.2020
- Streamlined start-up contact center operations, developed and maintained physician protocols and ensured integration with clinical operations of 50 specialty and/or primary care providers.
- Calculated and budgeted Contact Center FTE requirements; forecasted call volume and attached costs which contributed to significant increase in company revenue within 6-months of start-op operations.
- Implemented pre-employment testing which aided in attracting Contact Center top talent.
- Served as a liaison between the Radiology Department and hospital administration, effectively communicating departmental needs while advocating for necessary resources and support.
- Implemented quality assurance protocols to maintain the highest levels of accuracy in all imaging procedures.
Technical Support Manager
Altice USA (Formerly Cablevision)
11.2012 - 11.2016
- Spearheaded support transformation into cloud-based software and skills-based routing environment
- Led regular meetings with key stakeholders to discuss ongoing initiatives, challenges, and successes in the support department.
- Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
- Liaised with other departments to minimize network interruptions and possible downtimes.
- Worked with multiple business units during rollouts of new products and/or initiatives.
- Analyzed, absorbed and consolidated large volumes of data pertaining to performance that contributed to reduction in $1M in company costs which helped increase company’s overall revenue.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Initiated Customer Satisfaction Up-training Program which contributed to 25% improvement in NPS scores.
- Tracked KPIs and created continuous improvement plans.
- Directly managed customer contact center with support 150 technical support representatives and 7 supervisors in a 689 seat office.
Technical Support Supervisor
Altice USA (Formerly Cablevision)
02.2009 - 11.2012
- Served as communications committee member charged with improving communication methods distributed to contact center staff.
- Organized, implemented and supervised programs for process improvement to assist in achieving technical support departmental objectives.
- Helped identify training needs and workload requirements to maximize customer satisfaction.
- Handled escalated calls and identified process breaks to ensure positive resolution.
- Liaised with other departments to minimize network interruptions and possible downtimes.
- Evaluated staff performance regularly, providing constructive feedback aimed at continuous improvement in service delivery standards.
- Mentored junior team members, providing guidance and support for their professional growth.
- Devised strategies that allowed an increase in first-call resolution rates by empowering representatives with additional problem-solving tools.
Customer Service Supervisor
Altice USA (Formerly Cablevision)
04.2007 - 02.2009
- Assisted with improving contact center performance by developing strategies on implementing consistent positive performance changes.
- Managed payroll time and attendance for front-line staff using ADP systems.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
Customer Relations Team Leader
Altice USA (Formerly Cablevision)
02.2006 - 03.2007
- Performed periodic technical monitoring to further develop skills of 25 front-line staff.
- Provided primary customer support to internal and external customers.
- Maintained 95% customer satisfaction scores with forward-thinking strategies focused on addressing customer needs and resolving escalated concerns.
Corporate Escalations Representative
Altice USA (Formerly Cablevision)
07.2003 - 01.2006
- Developed and maintained positive customer relations and coordinated with team members to properly handle customers' complaints received from Corporate and Government/Regulatory agencies.
- Followed-up with customers via telephone/mail when their misapplied payment issue was unresolved.
- Responded to customers' misapplied payment and refund issues via telephone and written correspondence and forwarded to appropriate contacts for resolution
Customer Relations Coordinator
Altice USA (Formerly Cablevision)
07.2003 - 01.2006
- Assisted customers with modifying their services upon request while applying retention efforts when applicable.
- Resolved customer issues and escalations with efficiency and diplomacy.
- Developed strategies to increase customer satisfaction.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
Education
Master of Science: Integrated Health Care Management -
Western Governors University
Salt Lake City, Utah03.2019
MBA - Management Information Systems
Ashford University
San Diego, CA06.2010
Bachelor of Arts - Spanish
Francis Marion University
Florence, SC05.2003
BBA - Marketing
Francis Marion University
Florence, SC05.2003
Skills
- Scenario Planning
- Document Management
- Key Performance Indicators (KPIs)
- Information Tracking
- Workforce Management & Planning
- Contact Center software & technology
- Quality Assurance
- Problem Resolution
- Customer Relationship Management
- Operational Efficiency
- Workflow Processes
- Strategic Decision-Making
Accomplishments
- Successful in vetting and implementing CRM & soft phone contact center technology in the healthcare system.
- Spearheaded contact center consistency initiatives that contributed to an abandoned rate below 1% and service level above 90% for 6 consecutive months during start-up operations in a healthcare environment.
- Organizational voice talent for IVR scripting and/or prompts.
- Developed, built and structured a solid foundation for Stamford Health's Centralized Contact Center.
- Served as Internal Contact Center Consultant which contributed to exceeding budgeted volume goals.
Career Overview
Results-driven, dedicated and visionary operations leader with extensive experience in strategic planning, business unit development, driving operations growth, leading and building cross functional solid teams at all levels, and cultivating a strong company image.
Timeline
Enterprise Director, Contact Center Operations
Stamford Health
02.2025 - Current
Contact Center Director
Stamford Health
03.2020 - 02.2025
Centralized Services Contact Center & Radiology Manager
Stamford Health
10.2016 - 03.2020
Technical Support Manager
Altice USA (Formerly Cablevision)
11.2012 - 11.2016
Technical Support Supervisor
Altice USA (Formerly Cablevision)
02.2009 - 11.2012
Customer Service Supervisor
Altice USA (Formerly Cablevision)
04.2007 - 02.2009
Customer Relations Team Leader
Altice USA (Formerly Cablevision)
02.2006 - 03.2007
Corporate Escalations Representative
Altice USA (Formerly Cablevision)
07.2003 - 01.2006
Customer Relations Coordinator
Altice USA (Formerly Cablevision)
07.2003 - 01.2006
Master of Science: Integrated Health Care Management -
Western Governors University
MBA - Management Information Systems
Ashford University
Bachelor of Arts - Spanish
Francis Marion University
BBA - Marketing
Francis Marion University
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