TOMI WILLIAMS
T3 Incorporated, LLC
Marquette Heights,USA
30
years of professional experience
Operations professional prepared to leverage extensive experience in operational management to enhance business performance. Expertise in developing and implementing process improvements while fostering a collaborative environment to meet organizational goals. Reliable team player with focus on adaptability and achieving targeted results. Proficient in strategic planning and operational efficiency.
Work History
Consultant
1 Year 8 Months- Developed comprehensive strategies to optimize operational efficiency and drive business growth.
- Led complex projects, ensuring alignment with client goals and strategic objectives.
- Facilitated workshops to identify client needs and propose tailored solutions for improvement.
- Mentored junior consultants, fostering skill development and enhancing team performance.
- Conducted risk assessments to support decision-making and mitigate potential challenges for clients.
- Enhanced communication among team members to foster collaborative and supportive a collaborative and supportive work environment.
- Streamlined internal processes to enhance team efficiency and improve overall project outcomes.
- Designed tailored training programs for employees at various levels within the organization, boosting overall skillsets.
Operations Manager, Customer Experience
5 Years 9 Months- Developed talented team through active participation in hiring, coaching, and performance management.
- Fostered an environment of accountability by using productivity results to adjust staffing and support employee morale.
- Meet established individual, team, department metrics; review performance daily to identify opportunities and quickly execute improvement plans as warranted.
- Meet established individual, team, department metrics. review performance daily to identify opportunities and quickly execute improvement plans as warranted.
- Creative incentives that positively impact morale and overall performance. Ensure communication and celebrations are timely.
- Maintain strong emphasis on sales performance while ensuring agents/team leaders keep the customer experience as a priority. Achieved the highest overall CSAT scores for 9 of 12 months.
- Streamlined customer service processes to enhance overall client satisfaction and operational efficiency.
- Led cross-functional teams to implement innovative solutions that improved service delivery standards.
- Analyzed customer feedback data to identify trends and drive strategic improvements in support operations.
Operations Manager
2 Years 2 Months- Achieved individual, team, department, and corporate key performance indicators.
- Motivated and mentored team to foster growth and sustained high performance.
- Launched 360 Closed Loop Feedback group; realized an improvement to achieve 97% in customer satisfaction follow-up up surveys (Foresee).
- Facilitated process improvement strategies that included Marketing, Warehouse, and Customer Care; launched communication portal which provided all stakeholders and one-stop shop for upcoming events and provided insights on staffing requirements.
Customer Experience Supervisor
2 Years 6 Months- Cultivated an engaged professional culture within Customer Experience team, enhancing focus, ownership, and urgency to elevate customer experience.
- Analyzed escalations from contact center and field employees, implementing creative resolutions that positively impacted Customer Experience survey scores.
- Active member of work streams, including interviewing/onboarding, new hire OJT optimization and standardization.
- Quickly identified/corrected sales performance gaps, which included onboarding Mentors to assist Supervisors with coaching and performance improvement.
- Developed onboarding program emphasizing engagement and excellence, adopted across all Cox customer care centers.
Operations Supervisor
2 Years 3 Months- Led team of Call Volume Analysts, Communication Specialists, and Data Analysts to enhance overall operational effectiveness.
- Supervised intraday scheduling, real-time adherence analysis, and capacity management to optimize service levels.
- Launched real time processes to reduce unscheduled time by 60-90 hours a day; saw improved employee satisfaction around communication and consistency with PTO earned/used.
- Managed a team of highly effective Call Volume Analysts, Communication Specialists, and Data Analysts.
- Trained employees on job-specific tasks and assessed continuing education needs to elevate team capabilities.
Workforce Management Supervisor
15 Years 1 Month- Supervised and developed a team of eight workforce management analysts and senior analysts, ensuring adherence to department procedures.
- Day-to-day monitoring and analysis of call volume projections and real time adherence, while upholding service level agreements for as many as 800 brick mortar agents across 5 locations and 10,000 WFH agents for the Direct Response queue.
- Analyzed scheduled versus actual labor data, providing feedback and improvement recommendations.
- Assessed and processed system tickets for access within the Spectrum Workforce Management System, achieving an average of 97% of tickets worked within 24 hours.
- Reduced labor costs by $37,000 during 2012 peak week and decreased shrinkage by 4.5% for Direct Response work at home group through creative scheduling.
- Assessed and processed system tickets for access within Spectrum Workforce Management System; team maintained an average of 97% of tickets worked within 24 hours.
- Monitored and analyzed call volume projections and real-time adherence.
Education
Completed Coursework Towards PRESENT - MANAGEMENT
Skills
Change Management
Performance Metrics Analysis
Customer Complaint Resolution
Trend Analysis
Operational Efficiency
Decision Making
Strategic Innovation
Team Engagement Strategies
Motivational Leadership
Timeline
Consultant
T3 Incorporated, LLC
12.2024 - CurrentRead More
Operations Manager, Customer Experience
HINDUJA GLOBAL SOLUTIONS
01.2019 - 10.2024Read More
Operations Manager
ORIENTAL TRADING COMPANY
08.2016 - 10.2018Read More
Customer Experience Supervisor
COX COMMUNICATIONS
02.2014 - 08.2016Read More
Operations Supervisor
COX COMMUNICATIONS
02.2012 - 05.2014Read More
Workforce Management Supervisor
WEST CORPORATION
01.1997 - 02.2012Read More
METROPOLITAN COMMUNITY COLLEGE
Completed Coursework Towards PRESENT from MANAGEMENT
Read More