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.
• 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.
• 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

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.
• 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.
• 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.

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.
• 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.

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.
• 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.
• 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.

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.
• 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