Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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TEMIKA WILLIAMS

Baconton,GA

Summary

Dedicated and compassionate professional with over 25 years of customer service experience, including behavioral support and case management. Skilled in managing sensitive client information, resolving complex issues, and communicating effectively with diverse populations. Proven ability to lead teams, interpret data trends, and provide escalated support. Seeking to leverage administrative, advocacy, and interpersonal skills in a Child Support Services Agent 2 role with the Georgia Department of Social Services.

Overview

27
27
years of professional experience

Work History

Customer Service Representative (Tier 3 – Digital Assistance Center)

AT&T
Albany, GA
01.1998 - Current
  • Assisted customers with troubleshooting for Wireless, U-verse, FirstNet, and Landline accounts
  • Collaborated with L1 and L2 managers to audit and manage incoming trouble tickets
  • Trained teams in Albany, Detroit, and San Antonio on the U-verse Inbound Smartcat tool
  • Served as Team Lead, analyzing performance data and supporting representative development
  • Facilitated team huddles to reinforce quality and performance standards
  • Managed ticket resolution processes and partnered with IT to resolve complex issues
  • Oversaw Office of the President escalations, ensuring timely and satisfactory outcomes

Workforce Management (WFM) Manager

AT&T
Albany, GA
06.2022 - 10.2022
  • Conducted daily post-mortem analyses to identify gaps and improve efficiency
  • Completed and reviewed Individual Development Plans (IDPs) to drive team accountability
  • Delivered weekly staffing projections to operations leadership
  • Coordinated with staffing partners on attrition, onboarding, and leave forecasts
  • Analyzed forecast accuracy for accessibility, NCO, AHT, and FTE for 14-day projections

Behavioral Aide Transport

NOVA Counseling and Consulting
Albany, GA
02.2018 - 03.2020
  • Provided safe and compassionate transportation to clients receiving behavioral health services
  • Accurately documented client behaviors, pickups, and drop-offs during transport
  • Maintained strict confidentiality and adhered to HIPAA safety protocols
  • Coordinated with clinical and administrative staff for efficient scheduling and reporting

Education

Bachelor of Arts - Psychology

Thomas Edison University
Newark, NJ
12.2025

Skills

  • Generating Reports
  • Resolving Conflicts
  • CRM Software Proficiency
  • Managing Calls
  • Knowledge of Products
  • Microsoft PowerPoint Expertise
  • Project Management
  • Team Player with Adaptability
  • Conflict resolution
  • Team collaboration
  • Active listening

Accomplishments

  • Yearly Perfect Attendance
  • MDP Alumni – 2021
  • THRIVE Alumni – 2022

Timeline

Workforce Management (WFM) Manager

AT&T
06.2022 - 10.2022

Behavioral Aide Transport

NOVA Counseling and Consulting
02.2018 - 03.2020

Customer Service Representative (Tier 3 – Digital Assistance Center)

AT&T
01.1998 - Current

Bachelor of Arts - Psychology

Thomas Edison University

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TEMIKA WILLIAMS