Jessica Williams Email & Phone Number

• People leader of two teams, that were made up of 20+ full time colleagues working together to meet 100% of our Service Level Agreements for the company’s two largest clients, who amount to over $40 million in annual revenue.• Provided premier service by enforcing quality and customer service standards, developing strategic initiatives, and performance development strategy to support in house staff• Accomplished KPI results by hiring, leading, managing, and developing employees by implementing and enforcing systems, policies, procedures, and personal growth opportunities.• Defined key assessment metrics to monitor successful interactions and production for colleagues• Executed new procedures and feature enhancements, A/B testing to determine performance, data, internal and external user experience, leveraged areas of expertise to improve the effectiveness of Operations customer support• Willingness to share relevant processes, industry knowledge, and expertise as a cross functional leader• Excellent analytical, decision-making, problem-solving, interpersonal, team building, negotiation, conflict management, and time management skills

Jacksonville, Florida Area

Providing timely and efficient customer service experiences to injured workers who are referred for outpatient therapies. I maintain communication between the injured worker, the medical provider, the therapy provider, and the worker's compensation insurance. One Call ensures that the injured worker is receiving the proper care to promote a healthy and quick return to work while maintaining costs for the payors.

North Florida And Lower Alabama

Baker Publix Supermarkets, INC - Spanish Fort, AL May 2013 to February 2014 May 2013 to February 2014 ● Responsible for producing fresh quality product each day while still maintaining premier customer service Administrative Coordinator Publix Supermarkets, INC March 2012 to May 2013 ●Trained 200 newly hired associates in all aspects of all job classes including pre-orientations and drug testing, on boarding, orientations, store procedures and expectations, how to provide premier customer service, specific job class expectations and procedures, and job safety ● In charge of recurring training for 115 experienced associates to be completed each quarter ● Responsible for running payroll each week and processing benefits such as vacation time, sick pay, and FMLA ●Clearly communicated expectations and goals to each associate ● Planned and executed all special children's events for stores while working in Alabama specifically field trips to the store, Halloween, Easter, and Kid's Fest. These drew between 50-175 children per event. Customer Service Team Leader Publix Supermarkets, INC November 2010 to March 2012 ●Trained 60 new associates in all aspects of job class including but not limited to premier customer service, cash handling procedures and expectations, cleaning and maintenance, and job safety ● Communicated clear expectations and goals to each associate ● Worked with store management to implement proper division of responsibilities, enhance teamwork, and create an efficient and productive team● Supervised between 15-30 people at any given time Customer Service Staff Publix Supermarkets, INC January 2006 to November 2010 ●Shared best practices for sales and customer service with other associates and customer service, cash handling, cleaning and maintenance ● Educated customers and associates about the Publix brand to cause excitement about the company's mission and values ● Mentored new associates to contribute to the store's positive culture