Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
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Troy A. Williams

Racine,WI

Summary

Highly motivated and transformative, results-focused leader with extensive experience in customer service, leadership, project management, commercial operations, and talent development. A strategist and innovator who challenges the status quo to deliver results. I am a collaborator known to provide direction necessary to successfully develop and execute. Demonstrated ability in team building, project promotion and maintaining customer relationships with diverse range of stakeholders in dynamic, fast-paced settings. Dedicated to maintaining ambitious standards and providing outstanding customer service. I am highly organized, and use independent decision-making skills and sound judgement to positively impact company success. Possess exceptional interpersonal and analytical skills and an excellent communicator. Strong computer literacy in Microsoft Office including Word, Excel, PowerPoint, Outlook, Zoom and Teams. Experienced knowledge with ACT, Visio, Access, and SAP. Recognized for bringing a fresh perspective and strong commitment to quality and proactive approach in delivering effective solutions.

Overview

27
27
years of professional experience

Work History

Safety Specialist/Order Picker

Amazon Fulfillment Center/
11.2019 - 07.2023
  • Trained new coaches to the department by company protocol and with quality
  • Flexible team player, keeping an open availability to help resolve issues
  • Produced weekly work schedules and created a standard work agenda for the team
  • Labor tracked and managed a minimum staff of 12 associates per shift
  • Picked select items for customer orders with accuracy, quality, and productivity
  • Continuously maintained high company standards and required daily rates
  • Increased employee awareness of safety protocols by creating engaging educational materials and presentations.
  • Wrote reports outlining safety issues and potential correction options.
  • Enhanced workplace safety by conducting regular inspections and identifying potential hazards.
  • Created a culture of accountability within the organization by enforcing strict adherence to safety guidelines and fostering open communication among employees regarding concerns or incidents.

Executive Assist. to DVP of Talent Development

Abbott Laboratories
03.2006 - 02.2017
  • Applied superior levels of detail and office management capabilities to manage administration, account payable, purchasing, payroll, and other office duties
  • Processed payments into SAP system for workflow approval, invoice reconciliation, A/R and A/P administrative task
  • Worked with accounting and HR departments to complete PO's and NPO's, including processing through SAP for payment
  • Planned and coordinated organization and materials for board meetings, committee meetings and staff events
  • Handled all event planning associated with the DVP and office staff, including associated travel and logistical arrangements
  • Coordinated domestic and international travel arrangements, including securing visas, booking airfare, hotel, and transportation
  • Hire, train, and evaluate team members, resulting in consistent high staff performance
  • Developed new-hire orientation program to include HR information and company resources

Senior Customer Service Rep./ Licensed Agent

Allstate Insurance Company
09.2001 - 01.2006
  • Negotiated with clients to resolve account delinquencies, earning client trust while maintaining company loyalty
  • Continually achieving 90%+ quality assurance scores while following federal, state, and local and company guidelines
  • Met or exceeded inbound call center volume, sales, and customer satisfaction goals during tenure, achieving up to 110% to 135% of targets respectfully
  • Developed and led specialized training for CS representatives
  • Mentored associates on a one-on-one basis to review KPIs and account results
  • Created development plans that improved performance-to-goal by up to 140%
  • Created a simplified checklist for monitoring weekly bill payments and produced procedural programs that helped increase team production results by up to 20%
  • Managed inbound sales inquiries relating to products and promotions, quickly establishing relationships and rapport over the phone with consumers
  • Provided knowledgeable response to customer questions regarding billing, products, and account resolution

Project Manager

Direct Marketing Technology, Inc.
04.1996 - 09.2001
  • Led and managed multiple projects simultaneously, resulting in a 15% increase in project completion rates
  • Generated and maintained product test documentation including assembly, packaging and test procedures and communicated progress updates to stakeholders and team members
  • Assisted senior project managers in project planning and execution, including creating project timelines and budgets
  • Kept on going open communication with customers on all project challenges and worked to achieve and execute corrective actions to provide feasible solutions to technical issues in a timely manner
  • Managed client relationships and engaged key stakeholders, both internally and externally
  • Develop and drive project governance, to ensure the project is consistent with organizational direction
  • Facilitated communication between teams to mitigate conflicts and ensure successful project conclusion
  • Produced and delivered presentations and status reports to a variety of stakeholders, providing the team with the resources to exceed performance expectations

Education

No Degree - Architecture/Business Law

Tuskegee University
Tuskegee, AL

Associate of Arts - Interior Design

Harrington College Of Interior Design
Chicago, IL

Skills

  • Project Management
  • Customer Service Solutions
  • Problem Resolution
  • Communication
  • Relationship building
  • Computer proficiency
  • Leadership
  • Training
  • Event Planning
  • Manual handling
  • Critical thinking
  • Payment processing
  • Call center operations
  • Team development

Hobbies and Interests

  • Interior Design
  • Event Planning
  • Staging
  • Public Speaking


Timeline

Safety Specialist/Order Picker

Amazon Fulfillment Center/
11.2019 - 07.2023

Executive Assist. to DVP of Talent Development

Abbott Laboratories
03.2006 - 02.2017

Senior Customer Service Rep./ Licensed Agent

Allstate Insurance Company
09.2001 - 01.2006

Project Manager

Direct Marketing Technology, Inc.
04.1996 - 09.2001

No Degree - Architecture/Business Law

Tuskegee University

Associate of Arts - Interior Design

Harrington College Of Interior Design

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Troy A. Williams