Adrienne Williams Email & Phone Number

Norfolk, Virginia

PrimeStreet provides transaction-ready referrals to real estate agents via our proprietary algorithm and app. I was brought onboard to execute the lead qualification process which involved recruiting and hiring a high performing call center team from scratch. Business objectives included:• Directing a team of customer service advocates in a fully remote work from home model who handle just under 100,000 interactions monthly (Outbound, IB, SMS). Having a laser-focus on maintaining high levels of occupancy, low inbound abandonment rate, and driving a low cost per call• Developed methods to maintain engagement in a remote environment with team huddles, virtual bulletin boards, and a knowledge base• Created a complete CSR career pathing outline with the use of Growth Achievement Plans (GAPs), etc.• Designed a training curriculum and trained up a leadership team to run and maintain that department including an overhaul of in-person classroom style training to virtual in-person meetings with online modules • Designed a Quality Assurance Program and trained up a leadership team to run and maintain that department• Spearhead many initiatives to drive company culture and engagement including a People Portal (internal company intranet) In addition to my core responsibilities to oversee the Customer Success Advocate Team, I am also the B2C Product Manager, which includes the following:• Flush out ideas into business cases, prioritize projects on the roadmap, assist with design (UI and UX), coordinate and conduct testing in UAT before deployment• Create and maintain B2C scripting including CSR call scripts as well as outgoing emails and SMS messages• Define and optimize call center call and text cadencesFrom June 2018 till July 2021, I also set the overall vision and strategic plan for the Account Management organization with PrimeStreet. I focused on driving product adoption on the app, leading a positive customer experience and net retention improvements.

Chesapeake, Va

Manage a contract to provide call center services for MetLife policyholders nationwide. Direct a team of 13 managers and 300+ customer service representatives across multiple locations including work at home. Handle between 170,000 to 250,000 calls monthly. Communicate with client management teams on a daily basis and facilitate weekly conference calls to review KPIs, new initiatives, etc.• Pioneered a Continuous Improvement Framework program from working with the Six Sigma Process Improvement team, QA, and Team Managers to increase CSAT, FCR, and NPS scores across multiple lines of business. • Partnered with client to undergo the J.D. Power review process for Best In Class Customer Experience for Call Centers. Worked on site initiatives to be in the top 20% of customer service scores for customer satisfaction and resolution including establishing and leading practices for handling service calls. • Led call centers in consistently achieving monthly KPIs for service level, abandonment rate, handle time, customer satisfaction, and first call resolution scores.• Drove improved profitability through reducing training times 50%, introducing new specialist positions for highly trained staff, and instituting cross-training to eliminate employee downtime.• Partnered with human resources and training executives to design and implement a new model for screening and interviewing candidates with the aim to reduce training attrition and increase retention. • Pioneered a leadership development initiative to educate call center managers on effective management strategies, communication skills, and the technical aspects of data collection/analysis.• Reduced employee turnover and increased employee engagement ratings by establishing a new supportive call center culture, which includes a mentor/buddy program for new hires, monthly employee engagement meetings, social events, and recognition programs.

Long Island, Ny

Direct call center operations for a manufacturer and direct seller of vitamin supplements that generates $280+ million in revenue annually. Manage 90-person in-house call center and 130-person onshore and offshore vendor operated centers. Develop and execute strategic initiatives to increase sales and drive continual improvements in service. Facilitate weekly meetings and coaching sessions with call center supervisors.• Instrumental in transitioning call center to an outsourced provider. Played a key role in preparing RFP, evaluating vendors, and training personnel at new onshore and offshore facilities.• Led centers in reducing average speed of answer from 3.5 minutes to 1 minute, decreasing call abandonment 61%, and increasing upsell revenues 43% in 2015.• Spearheaded the creation of a three-tier, company-wide, LMS based certification program. Presently partnering with corporate office to integrate certification into employee career development.• Instituted a 10-person e-support team. Recruited and developed staff to take on exclusive responsibility for responding to client emails, which reduced response time from 95 hours to 48 hours.• Currently in the process of revamping all e-support templates and educating e-support team in techniques for writing more customer friendly and concise communications.• Active member of the Six Sigma Task Force charged with identifying and addressing persistent service issues. Orchestrate efforts of staff across all departments to achieve corporate improvement goals.• Introduced the use of project management tools to better organize, prioritize, and manage an extensive portfolio of projects for the vice president of customer care.

Long Island, Ny

Revitalized the operation a 250-employee, in-house, contact center through the introduction of state-of-the-art technology and learning initiatives. Recruited and managed a team of two trainers. Identified learning needs of employees and instituted training programs that focused on building employees’ product knowledge and increasing first contact resolution rates.• Championed efforts that reduced call handle time from 8 minutes to 6 minutes and grew net promoter score 6%.• Pioneered an upselling initiative that has generated nearly $2 million in additional annual sales to date. Collaborated with merchandising team to devise product bundles and trained staff in effective upselling strategies.• Partnered with consultants to customize Salesforce and implement a new telephony platform. Designed and conducted training to guide employees in maximizing the capabilities of technology.• Established KPIs and introduced new reporting functions that enabled the monitoring of individual performance and sales while providing enhanced insight on customer calls.• Launched a leadership development program that developed leaders’ coaching abilities.• Created a comprehensive knowledge base, which provided contact center employees with easy access to all information needed to effectively respond to customer inquiries.• Developed the organization’s first structured two-week onboarding curriculum. Oversaw trainers in delivering program to all new contact center hires.• Restructured the contact center personnel into specialist teams, resulting in more efficient resolution of calls with reduced customer effort.

Kaplan Test Prep, Call Center Nyc, Ny

Recruited for newly created position and charged with developing new online tools for use by the sales organization and consumers. Trained and motivated sales staff to use internal knowledge base and to promote consumers’ use of the new public knowledge base. Built an archive of sales training materials.• Created a user friendly, logically organized knowledge base of more than 1,000 articles to support the 300-employee, nationwide sales team in improving first contact resolution rates.• Wrote and proctored monthly employee knowledge assessments. Identified ongoing learning needs and provided targeted coaching, driving continual growth in sales and customer satisfaction.• Developed a comprehensive public knowledge base, which improved the customer experience, reduced customer calls, and generated a significant savings in call center operating costs.

Nyc, Ny

National Manager, Student Accounts (2008 to 2010)Associate Sales Manager (2006 to 2008)Educational Advisor (2004 to 2006)

Master Of Business Administration - Mba

MBA with real estate concentration

Ba, English

Activities and Societies: Sigma Tau Delta, President of CNU's Virginia Association of Teachers of English