Darius Williams Email & Phone Number

Sembach, Rhineland-Palatinate

• Provide direction and oversight of day-to-day call center operations while coaching and leading cross-function team of 15 staff members, consisting of customer service representatives, loan officers, and administrative.
• Promoted to Contact Center Supervisor in 2014 due to consistent high-quality performance, effective problem solving, and leadership capabilities.
• Partner with senior leadership to define overall short-and-long-term business goals and objectives.
• Manage the hiring, selection, and training of new employees.
• Assessed staff performance to ensured compliance of credit union policies, operations, and performance standards; identified performance issues and identify actions to improve to service quality and customer.
• Handle escalated customer calls and complaints, investigating inquiries and providing quick and efficient resolutions.

Kapuan Air Station

• Served at Kapaun Air Station, performing day-to-day postal duties necessary to ensure efficiency in military postal operations.
• Assisted approximately 4,000 customers with postal services, including tracking missing parcels, placing mail on hold, and communicating USPS rules and regulations.
• Sold postage revenue stamps and money orders and handled dispatch and processing of First Class, Priority Mail, and Registered parcels. Improved supply program by implementing electronic database tracking system to.
• Adhered to Department of Defense, United States Air Force, and United States Air Forces in Europe directives pertaining to the maintenance of files, publications, and financial records.
• Handled continuous flow of incoming and outgoing mail, sorting and distributing mail and packages, maintaining postal records, and preparing mail forms and reports.

US Embassy, Baghdad, Iraq

• Assist in the management postal financial and mailing services to customers while overseeing approximately $50,000 USPS assets and equipment and providing direct supervision of 2 mail clerks.
• Generated $130,000 postal transactions while achieving 100% strict accountability and perfect documentation.
• Achieved a 75% reduction in customer wait time by acquiring additional postal equipment and opening a second postal window.
• Conducted monthly “Right Start” briefings, educating 600 personnel on postal policies and procedures.

Nassriya, Iraq

• Conducted internal audits of over 350 mail rooms to identify critical issues and opportunities to improve postal processing systems and mailroom security.
• Redesigned mail filing system which corrected 300+ mission-critical errors and updated over 6 months of backlog information.
• Supervised 300 mail clerks, enforcing military mail handling regulations, significantly reducing non-compliance rate by 50%.
• Provided operational oversight to 38 contractors, ensuring timely processing and delivering of 6 million pounds of joint forces mail.
• Performed financial mail operations and mail calls for approximately 1,570 personnel.

Ramstein Air Base, Rhineland-Palatinate, Germany

Handled incoming mail, processing and delivering mail and packages, utilizing automated postal tracking system to monitor over 50,000 parcels and ensure 100% delivery to all customers on Ramstein air base.

Mini Mba, Business Administration And Management, General

Bachelor Of Science - Bs, Management Studies