Office Manager or Call Center Manager or Customer Service Manage
Content
LICHE A. WILLIAMS 12619 Beechfern Lane * Bowie, MD 20715 * 240-472-8967 * [email protected] om Over 10 years' successful Experience within Responsible, High-visibility, High V olume and Multitasking Environments "Solving Problems and Taking Initiative" Dedicated professional with more than 10 years talent management, office operati ons, customer service and call center experience. Strategic leader with a versat ile ability to identifying areas where changes are needed, monitoring the impact of the change, evaluating and imparting recommended solutions. Very strong sale s skills coupled with business intelligence and a deep understanding of customer behavioral needs transforming application into operational success. Acts' as an interface and liaison between business units, support groups clients and senior management professionals. Core Strengths Banking and Investment Relations Performance Management Sales and Marketing Project Management Regulation Compliance Call Center Management Policies and Procedure Spreadsheet and Database Cre ation Interpersonal Communication Forecasting and Team Building Strategic Planning and Analysis Real Time Management Computer Skills MS Word Clarizen MS Excel Cisco Systems MS PowerPoint Telephony CRM Software MS Outlook MS Access Windows Workforce Management MS Project MS Visio PeopleSoft
Professional Experience EDUKIDZ, INC. Bowie, MD 2006 - 2010 Operation Manager Work closely with Director coordinating all aspects of office administration and general business operations in addition to providing administrative support for executive staff and department managers. Provided overall direction for establi shing requirements, priorities and deadlines. Integrated, allocated and coordina ted resources (staff, equipment, vendors and consultants) providing overall prio ritization. * Directed project activities ensuring high quality results within defined time schedules with ownership for the complete end to end process. * Lead Call center initiatives; coordinating referrals, identifying service need s and recommended solutions. * Forecasted contact volumes, managing overall customer service activities. * Provided performance analysis communicating expectations and improvement oppor tunities * Created budget reports, presentations, memos and other correspondence. Designe d records management system resulting in increased space utilization and improve d privacy compliance. * Coordinating with other work streams, projects, and initiatives which may impa ct successful completion of project. * Managed all general accounting functions, interpreted financial reports and cr eated monthly projections and summaries. Identified process improvement opportun
ities reducing reporting errors. * Maintained daily itinerary and calendar, made travel arrangements for Director ; organized special events, off-site functions and fund-raising activities. * Human resource point of contact; presenting direct human relations counsel pos itively effecting the improvement of employee morale and retention by 45%. MEDASSURANT, INC. Bowie, MD 2 008 - 2009 Operation Manager Managed the planning, directing and coordinating of operations for provider of h ealthcare quality, records, financial efficiency improvement, and capital risk a djustment solutions; including policy formulation and human resources. * Managed developed and motivated staff; dramatically turning negative anti-mana gement culture into productive, cooperative environment through hands-on rectif ication of staff issues improving morale and service performance. * Appointed Project Manager for electronic medical records (EMR) data extraction and management process. Created and interpreted technical training manual enabl ing steady growth within market share. * Facilitated internal training to ensure compliance with HIPAA regulation and N CQA requirements; increasing overall compliance and employee productivity by a r espective 48%. * Spearheaded performance management systems for staff- including contribution r atings, performance improvement and promotions. Efforts resulted in department r ecognition for outstanding performance. * Administered communication and correspondence with provider offices, field pro fessionals, and insurance providers. Boosting client satisfaction and retention rate by a steady 25%. * Human Resource generalist-duties to include job description creation, recruitm ent, interviewing and hiring personnel, payroll, maintaining employee records, and ensuring proactive administrator leadership. E*TRADE FINANCIAL Arlington, VA 2007 - 2008 Operation Manager Directed the development, implementation and daily operations of member deposit services including call center and electronic services. * Developed procedures, training and coaching for deposit support activities. Re sponsible for the formal supervision and management of Records Management Superv isor, Electronic Services Supervisor, Business Analyst, and Operations Analyst. * Negotiated internal service level agreements; improving operational systems, s treamlining administrative processes and enhancing overall department service ex pectations by 80%. * Oversaw special projects- planning, organizing, coordinating requirements, and monitoring results as well as the design, development, and test phases of softw are development and system integration deployments . * Projects to include federal regulation compliance, business continuity, budget proposals and strategic business initiatives. * Administrator of labor and vendor procurement and contracts for domestic and i nternational operations' offices; steering department towards 20% annual budget savings. * Monitored customer service levels, employee performance, and labor costs. Acco untable for prospective employee interviewing and hiring. Taught and facilitated interpersonal communication skills, practice and etiquette; resulting in enhanc ed internal and external operational efficiencies and business relationships. CHEVY CHASE BANK Bethesda, MD 2002 - 2007 Retail Branch Support Supervisor - (2007-2007) Assistant Branch Manager - (2004-2006) Senior Sales and Service Associate - (2003-2004) Customer Service Representative - (2002-2003)
Repeatedly promoted during 5-year tenure, culminating in responsibility for coor dinating the leadership, administration and efficient daily operation of full se rvice branch, including operations, lending, product sales, customer service, an d security and safety. Provided formal supervision/management of the following p ositions/areas: Retail Branches, Customer Service Contact Center, and Branch Sup port Call Center. * Managed the day-to-day operations of retail branch, handling customer question s, concerns, and complaints. * Recognized for consistently exceeding customer expectations and account retent ion goals. * Supervised audits/settlement issues within branch. Researched cash-overages re solving all outstanding issues. * Provided leadership, training and supervision through active business developm ent and community involvement; exceeding bank and branch sales ratios by 60% eac h quarter. * Actively coached staff in sales, service and banking regulations. Implemented marketing and cross selling activities; resulting in increased sales culture ave raged 130% of sales goal ratios each quarter. * Responsible for ACH, Credit Card and IRD reconciliation including daily charge back's, rejects, refunds and adjustments ensuring compliance with federal regula tions and bank policies and procedures. * Assisted team with escalated issues; employing solid negotiating skills to sav e and/or improve customer relationships. Received Service Star Award and nominat ed employee of the month. * Accustomed to fast-paced, high-pressure environments, proven ability to priori tize multiple tasks, meet deadlines, and provide quality service. SYNERGY INTERNATIONAL Cheverly, MD 1999 - 2001 Customer Service Office Manager Directed and managed administrative staff and customer service staff; accountabl e for all phases and supervision and daily business operations. * Redesigned administrative processes to streamline functions, eliminate redunda ncy, and expedite workflow. * Initiated the conversion from manual processes to fully computerized office. * Designed filing systems and ensured systems were updated and maintained. Creat ed office procedures, preserved employee records, office budgets, and expenses. * Coordinated and hosted meetings and presentations with senior management to re view operational performance, and strategic business development. Recognized for efficiency, multitasking, and project management skills. * Launched employee-of-the-month incentive program to build unity and promote ou tstanding customer service. * Maintained awareness regarding human resource and employment issues; knowledge able in OSHA, EEO, Workers Compensation, disability and unemployment * Assisted with refining client business requirements; developed test cases and scripts; implementing and maintaining automated reporting systems. Education and Training Master of Business Administration, Minor: Human Resources, 3.7 GPA Bachelors of Science, Business Administration, Minor: Project Management, 3.52 G PA, cum laude WALDEN UNIVERSITY, Baltimore, MD Associate of Arts, Business Management PRINCE GEORGES COMMUNITY COLLEGE, Largo, MD Professional Memberships and Certifications Member. Society for Human Resource Management (SHRM) Member. National Notary Association Certified. Notary Public
Professional Experience EDUKIDZ, INC. Bowie, MD 2006 - 2010 Operation Manager Work closely with Director coordinating all aspects of office administration and general business operations in addition to providing administrative support for executive staff and department managers. Provided overall direction for establi shing requirements, priorities and deadlines. Integrated, allocated and coordina ted resources (staff, equipment, vendors and consultants) providing overall prio ritization. * Directed project activities ensuring high quality results within defined time schedules with ownership for the complete end to end process. * Lead Call center initiatives; coordinating referrals, identifying service need s and recommended solutions. * Forecasted contact volumes, managing overall customer service activities. * Provided performance analysis communicating expectations and improvement oppor tunities * Created budget reports, presentations, memos and other correspondence. Designe d records management system resulting in increased space utilization and improve d privacy compliance. * Coordinating with other work streams, projects, and initiatives which may impa ct successful completion of project. * Managed all general accounting functions, interpreted financial reports and cr eated monthly projections and summaries. Identified process improvement opportun
ities reducing reporting errors. * Maintained daily itinerary and calendar, made travel arrangements for Director ; organized special events, off-site functions and fund-raising activities. * Human resource point of contact; presenting direct human relations counsel pos itively effecting the improvement of employee morale and retention by 45%. MEDASSURANT, INC. Bowie, MD 2 008 - 2009 Operation Manager Managed the planning, directing and coordinating of operations for provider of h ealthcare quality, records, financial efficiency improvement, and capital risk a djustment solutions; including policy formulation and human resources. * Managed developed and motivated staff; dramatically turning negative anti-mana gement culture into productive, cooperative environment through hands-on rectif ication of staff issues improving morale and service performance. * Appointed Project Manager for electronic medical records (EMR) data extraction and management process. Created and interpreted technical training manual enabl ing steady growth within market share. * Facilitated internal training to ensure compliance with HIPAA regulation and N CQA requirements; increasing overall compliance and employee productivity by a r espective 48%. * Spearheaded performance management systems for staff- including contribution r atings, performance improvement and promotions. Efforts resulted in department r ecognition for outstanding performance. * Administered communication and correspondence with provider offices, field pro fessionals, and insurance providers. Boosting client satisfaction and retention rate by a steady 25%. * Human Resource generalist-duties to include job description creation, recruitm ent, interviewing and hiring personnel, payroll, maintaining employee records, and ensuring proactive administrator leadership. E*TRADE FINANCIAL Arlington, VA 2007 - 2008 Operation Manager Directed the development, implementation and daily operations of member deposit services including call center and electronic services. * Developed procedures, training and coaching for deposit support activities. Re sponsible for the formal supervision and management of Records Management Superv isor, Electronic Services Supervisor, Business Analyst, and Operations Analyst. * Negotiated internal service level agreements; improving operational systems, s treamlining administrative processes and enhancing overall department service ex pectations by 80%. * Oversaw special projects- planning, organizing, coordinating requirements, and monitoring results as well as the design, development, and test phases of softw are development and system integration deployments . * Projects to include federal regulation compliance, business continuity, budget proposals and strategic business initiatives. * Administrator of labor and vendor procurement and contracts for domestic and i nternational operations' offices; steering department towards 20% annual budget savings. * Monitored customer service levels, employee performance, and labor costs. Acco untable for prospective employee interviewing and hiring. Taught and facilitated interpersonal communication skills, practice and etiquette; resulting in enhanc ed internal and external operational efficiencies and business relationships. CHEVY CHASE BANK Bethesda, MD 2002 - 2007 Retail Branch Support Supervisor - (2007-2007) Assistant Branch Manager - (2004-2006) Senior Sales and Service Associate - (2003-2004) Customer Service Representative - (2002-2003)
Repeatedly promoted during 5-year tenure, culminating in responsibility for coor dinating the leadership, administration and efficient daily operation of full se rvice branch, including operations, lending, product sales, customer service, an d security and safety. Provided formal supervision/management of the following p ositions/areas: Retail Branches, Customer Service Contact Center, and Branch Sup port Call Center. * Managed the day-to-day operations of retail branch, handling customer question s, concerns, and complaints. * Recognized for consistently exceeding customer expectations and account retent ion goals. * Supervised audits/settlement issues within branch. Researched cash-overages re solving all outstanding issues. * Provided leadership, training and supervision through active business developm ent and community involvement; exceeding bank and branch sales ratios by 60% eac h quarter. * Actively coached staff in sales, service and banking regulations. Implemented marketing and cross selling activities; resulting in increased sales culture ave raged 130% of sales goal ratios each quarter. * Responsible for ACH, Credit Card and IRD reconciliation including daily charge back's, rejects, refunds and adjustments ensuring compliance with federal regula tions and bank policies and procedures. * Assisted team with escalated issues; employing solid negotiating skills to sav e and/or improve customer relationships. Received Service Star Award and nominat ed employee of the month. * Accustomed to fast-paced, high-pressure environments, proven ability to priori tize multiple tasks, meet deadlines, and provide quality service. SYNERGY INTERNATIONAL Cheverly, MD 1999 - 2001 Customer Service Office Manager Directed and managed administrative staff and customer service staff; accountabl e for all phases and supervision and daily business operations. * Redesigned administrative processes to streamline functions, eliminate redunda ncy, and expedite workflow. * Initiated the conversion from manual processes to fully computerized office. * Designed filing systems and ensured systems were updated and maintained. Creat ed office procedures, preserved employee records, office budgets, and expenses. * Coordinated and hosted meetings and presentations with senior management to re view operational performance, and strategic business development. Recognized for efficiency, multitasking, and project management skills. * Launched employee-of-the-month incentive program to build unity and promote ou tstanding customer service. * Maintained awareness regarding human resource and employment issues; knowledge able in OSHA, EEO, Workers Compensation, disability and unemployment * Assisted with refining client business requirements; developed test cases and scripts; implementing and maintaining automated reporting systems. Education and Training Master of Business Administration, Minor: Human Resources, 3.7 GPA Bachelors of Science, Business Administration, Minor: Project Management, 3.52 G PA, cum laude WALDEN UNIVERSITY, Baltimore, MD Associate of Arts, Business Management PRINCE GEORGES COMMUNITY COLLEGE, Largo, MD Professional Memberships and Certifications Member. Society for Human Resource Management (SHRM) Member. National Notary Association Certified. Notary Public
