Wanda Williams
Colorado Springs,CO
Summary
Results-driven professional with a proven track record in client relations, team building, and operational excellence across diverse industries. Recognized for strategic thinking and dedication to continuous improvement, accountability, and collaboration. Aiming to leverage skills and experience to enhance quality, efficiency, and positive outcomes in a dynamic organization.
Overview
13
13
years of professional experience
Work History
Administrative Assistant
Florida Farm Bureau
Orange Park, FL
02.2025 - Current
- Reviews client requirements and qualifications to determine insurance eligibility and appropriate coverages.
- Selects, quotes and completes applications for new insurance policies to meet client needs.
- Updates member coverages on policies as changes are needed.
- Reviews client billing invoices for accuracy and contacts insured as needed to collect payments.
- Monitors client account receivables and provides management report updates.
- Ensures exceptional client relations and exceeds regional goals of member satisfaction, sales and retention for busy insurance agency.
- Daily processing of cancellation reports and client/department correspondence via Microsoft Excel, Outlook, Word and Teams.
- Received Presidential Award for State of Florida by surpassing all membership goals for county with third highest membership rate in state.
Store Manager
AYR
Orange Park, FL
08.2024 - 12.2024
- Recruited, trained, and managed daily operations of retail store with highest transactions in Northeast FL.
- Established tactics to enhance operational performance and achieve sales goals.
- Monitored sales metrics to identify trends and determine improvement opportunities.
- Developed employee schedules and training guidelines to reduce inventory loss and minimize client wait times.
- Balanced sales, reconciled cash receivables, and executed bank deposits for efficient opening and closing duties.
- Utilized Microsoft Word, Outlook, Excel and Teams daily for tracking employee metrics, approving leave requests, sending organizational updates, and conducting team meetings and performance reviews.
Team Manager, Commercial Customer Service
Everon
, Remote
03.2023 - 07.2024
- Managed 26 agents and supervised 80+ in large commercial call center, ensuring team alignment with operational goals.
- Reviewed employee performance and KPIs, providing feedback and coaching that fostered continuous improvement.
- Led team meetings to share project updates and collaboratively address challenges, enhancing team communication and effectiveness.
- Coordinated workflow between departments to enhance operational efficiency.
- Utilized Microsoft Word, Excel, Outlook and Teams daily to document and track employee performance, conduct individual coaching and team meetings, and provide updates on organizational goals and requirements/changes.
Manager of Network Performance
Contractor Connection
, Remote
02.2020 - 02.2023
- Oversaw remote team of 11 employees, achieving 90% adherence to vendor obligations.
- Evaluated client feedback to identify service enhancement opportunities, resulting in 20% increase in assigned claims.
- Coordinated client-contractor communication via Microsoft Teams and Zoom to efficiently address project requirements.
- Facilitated workshops focused on best practices to enhance team collaboration.
- Conducted team meetings and one-on-one coaching sessions via Microsoft Teams to enhance performance.
- Developed monthly reports for senior management summarizing key operational metrics.
- Utilized Microsoft Word, Excel, Outlook and Teams for daily updates, tracking and meetings.
- Requisitioned the usage and deployment of Smartsheet to enhance performance reviews and the organization's ability to monitor, store and track vendor progress on the network, including complaints and terminations.
Customer Support Supervisor (US Insurance)
Contractor Connection
Jacksonville, FL
05.2019 - 01.2020
- Supervised local and international team of 23, achieving 98% resolution rate on escalated complaints.
- Developed strategies to enhance customer service operations through training programs and workflow improvements.
- Conducted regular evaluations of employee performance using one-on-one interviews and feedback sessions.
- Established organizational policies for customer service, focusing on best practices for difficult situations.
- Utilized Microsoft Word, Excel and Outlook daily to monitor and track employee progress, communicate changes, and schedule individual coaching and team meetings.
Customer Service Supervisor (US Insurance)
Contractor Connection
Jacksonville, FL
08.2018 - 04.2019
- Supervised and trained customer service staff, enhancing service delivery quality.
- Resolved escalated customer disputes, maintaining positive relationships and ensuring customer satisfaction.
- Monitored performance metrics to identify trends and improve customer experience.
- Utilized Microsoft Word, Excel and Outlook daily to track employee progress and communicate process changes and vendor requirements.
Customer Care Specialist (Phone Center)
JEA
Jacksonville, FL
02.2013 - 05.2016
- De-escalated customer conflicts through mediation and problem-solving, resulting in positive customer feedback.
- Resolved billing and service issues to improve customer satisfaction ratings.
- Supervised and motivated customer service teams, driving improved service delivery.
- Utilized Microsoft Outlook and Excel daily to obtain client information and to communicate changes and updates.
Education
University of Florida
Gainesville, FLSkills
- Insurance eligibility & coverage determination
- Customer relationship management
- Operational management
- Customer support
- Advanced MS Office Suite
- Effective communication
- Process improvement
- Employee training
Awards
- Presidential Award, 10/01/25, Florida Farm Bureau
- Above & Beyond Award, Q1 2022, Contractor Connection
- Employee Excellence Award, 11/01/21, Contractor Connection
- Crawford Impact Award, Q3 2020, Contractor Connection
- Supervisor Excellence Award, Q1 2019, Contractor Connection
- STAR Team Excellence Award, Q3 2015, JEA
Timeline
Administrative Assistant
Florida Farm Bureau
02.2025 - Current
Store Manager
AYR
08.2024 - 12.2024
Team Manager, Commercial Customer Service
Everon
03.2023 - 07.2024
Manager of Network Performance
Contractor Connection
02.2020 - 02.2023
Customer Support Supervisor (US Insurance)
Contractor Connection
05.2019 - 01.2020
Customer Service Supervisor (US Insurance)
Contractor Connection
08.2018 - 04.2019
Customer Care Specialist (Phone Center)
JEA
02.2013 - 05.2016
University of Florida