Karissa Williams Email & Phone Number

Remote- Atlanta, Georgia

• Created general scripts, email templates, and presentation decks based on client needs.• Conducted at least ten pre-scheduled client training sessions per month as well as one-off training sessions.• Created specialized training materials for Cushman & Wakefield, Greystar, and LivCor.• Created virtual and printable job aids to assist leasing teams with implementation of Jetty products.• Created SOPs and internal guides to assist teammates in executing their job duties.• Called under-performing properties to address gaps in understanding to increase Jetty enrollments.• Logged training sessions, notes, and calls in property records via Salesforce and Salesloft.• Directly assisted with standardizing the implementation process to onboard new clients in a startup environment.• Created client training decks to accompany new product launches.• Created and rolled out product specific pre and post training processes.

Atlanta, Georgia, United States

• Exceeded metric-based goals daily and monthly.• Led new hire training onboarding classes and re-training courses/workshops on best practices for phone interviews, avoiding errors and correct notations. • Led HR/benefits training for new hires.• Created and led intradepartmental competitions to incentivize exceeding KPIs.• Participation in the new hire mentorship program, mentoring up to three new hires at a time. • Assisted in the hiring process by conducting on the job interviews to test candidate’s skills.• Coached peers on data error resolution and explanation via Excel.• Obtained future and current vacancy/property information through phone interviews with apartment communities.• Created role specific job aides and processes.• Created new training processes for onboarding and re-training classes based on the department's newly rolled out training model.• Created a significant portion of the revamped new hire training manuals for employees and trainers.• Created new monthly workshops based on specific data error management.

Alpharetta, Georgia, United States

• Exceeded goals for average handle time, quality monitoring scores and availability.• Provided dental offices with insurance verification and insurance breakdowns.• Explained grievance and appeals process to members and providers.• Researched procedural limitations by code using standard ADA coding.• Processing claim correspondence to members and providers. • Explained claims, explanation of benefits, pre-authorizations and procedural limitations to members and providers.• Assisted with on-the-job training for new hires.

Norcross, Georgia, United States

• Monitored and graded pre-recorded and live calls.• Audited tool usage of agents in a call center environment. • Created coaching plans with team leads to help struggling employees improve.• Managed over 150 inbound calls per day in a call center environment using Salesforce.• Provided Tier 1 and 2 help desk support for internal customer service reps and clients.• Led training classes of 25 or more in a call center environment.

Tucker, Georgia, United States

• Exceeded sales goals by creating personalized plans for clients.• Created, accessed, and changed customer accounts daily.• Managed over 125 weekly outbound calls to potential clients. • Conducted troubleshooting of cell phones, tablets and personal Wi-Fi devices. • Managed personal and business cell phone/internet accounts.

Newnan, Georgia, United States

• Supervised and monitored the work of sales staff in two locations.• Performed new hire training using the ADDIE method and covered HR training as well.• Serviced, altered, and sold insurance policies via As400 software.• Created schedule and planned out weekly sales goals.• Conducted weekly meetings.• Created job aids for management and staff members.