VIRGINIA WILLIAMS
Saint Paul,MN
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
8
8
years of professional experience
Work History
Manager, Member Services
Gravie
Minneapolis, MN
07.2022 - Current
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Addressed customer concerns with suitable solutions.
- Guided employees on understanding and meeting changing customer needs and expectations.
- Oversaw financial management, budget management, accounting and payroll activities.
- Built strong operational teams to meet process and production demands.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Conducted employee observations and documented findings.
- Published customer satisfaction results from feedback forms and correspondence.
- Resolved challenges associated with company websites, vendors and telecoms.
Manager of Operations
Nexben
Minneapolis, MN
03.2021 - 02.2022
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Managed scheduling, training and inventory control.
- Built strong operational teams to meet process and production demands.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Built sustainable relationships and trust with customer accounts through open interactive communication.
- Conducted employee observations and documented findings.
- Hired and onboarded team members to meet immediate and expected demand.
Intake Services Manager
ActiveStyle
Minneapolis, MN
08.2020 - 03.2021
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Monitored employee performance through key metrics analysis.
- Motivated and supported employees to maintain low turnover.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Hired and trained service department staff to drive performance.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Member Services Lead
Surest formerly Bind
Minneapolis, MN
06.2018 - 04.2020
- Provided team members with appropriate and timely communication about quality and service improvements; promoted and managed an effective one- stop service approach to customers
- Obtained first-hand customer information and used it to make improvements in products and services; acted with customers in mind; established and maintained effective relationships with customers to gain trust and respect
- Maintained detailed knowledge of customer service initiatives to uphold high standards of service quality
- Collaborated with staff to maximize customer satisfaction, streamline procedures, and improve bottom-line profitability
- Conducted quality, timely performance feedback, and performance appraisals
- Monitored and evaluated individual team member performance & productivity to optimize team skills; conducted interviews with potential candidates to ensure quality hiring
- Supported change through effective communication, employee engagement, and buy-in
- Coordinated call campaigns and automated dialer usage to ensure highest levels of efficiency; conducted monthly call monitoring as outlined by our quality monitoring guidelines
- De-escalated customer concerns, maintaining a calm, friendly demeanor
- Created policies and procedures including training material
- Resolved escalated calls from members and ensured continued customer resolution through staff training
- Implemented CRM tool to improve communication within the organization Developed internal improvement processes for appeals process driven by customer feedback.
Manager of Operations
The Sportsman's Guide
South Saint Paul, MN
10.2016 - 05.2018
- Hired and onboarded team members to meet immediate and expected demand.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Recruited, hired and trained crew members on application of projects, customer relations and customer service.
- Addressed customer concerns with suitable solutions.
- Guided employees on understanding and meeting changing customer needs and expectations.
- Oversaw financial management, budget management, accounting and payroll activities.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Delivered positive customer experiences by implementing effective quality assurance practices.
Recovery Manager
Optum
Eden Prairie, MN
03.2015 - 11.2016
- Led a team of Customer Service Associates responsible for incoming calls and emails from customers regarding catalog orders
- Managed social media accounts while assisting with departmental transitions to an FCR focus
- Improved quality scores to 8% above standard expectations by increasing overall department competency through training and constructive feedback Managed key resources, ensuring that each was used effectively and efficiently to avoid waste
- Discovered issues that resulted in workplace conflicts and sought resolution to promote productive employee collaboration
- Led a team of Recovery Resolution Analysts and Senior Recovery Resolution Analysts responsible for obtaining medical records for retrospective review Increased the team's quality score from 78% to 85% in 60 days and achieved 92% rating for the fall of 2015 Vital Signs survey
- Prepared and conducted annual performance reviews, audits, and management reports
- Conducted employee evaluations to offer personalized feedback and coaching
- Coached staff on strategies to enhance performance and improve customer relations; then leveraged these skills to set team priorities and goals.
Education
Some College (No Degree) - Healthcare Administration, Human Resources
Ashford University
San Diego, CASkills
- Staff Development
- Project Management
- Team Building
- Administration and Reporting
- Managing Operations and Efficiency
- Staff Training
- Performance Assessment
- Employee Motivation
- Recruitment and Hiring
- Policy Development and Enforcement
- Focus and Follow-Through
- Performance Evaluations
- Complex Problem Solving
- Decision Making
- Problem Anticipation and Resolution
- Records Organization and Management
- Verbal and Written Communication
- Process Improvements
Timeline
Manager, Member Services
Gravie
07.2022 - Current
Manager of Operations
Nexben
03.2021 - 02.2022
Intake Services Manager
ActiveStyle
08.2020 - 03.2021
Member Services Lead
Surest formerly Bind
06.2018 - 04.2020
Manager of Operations
The Sportsman's Guide
10.2016 - 05.2018
Recovery Manager
Optum
03.2015 - 11.2016
Some College (No Degree) - Healthcare Administration, Human Resources
Ashford University
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