Kedra Williams Email & Phone Number

Marietta, Georgia

• Implement effective administrative tracking, analytical and trending procedures to support the unit’s goals.• Producing periodic productivity and other ad-hoc reports from the workforce management system. • Adjust intraday workforce requirements based on changing/dynamic forecast.\• Schedule all transactions based work and special events for optimal service levels and occupancy(e.g meetings, coaching, email queue work)• Generate daily, weekly, and monthly statistics on adherence, attendance and ACD/CMS information for the management and capacity planning if requested.

Marietta, Georgia, United States

Kennesaw

• Implement effective administrative tracking, analytical and trending procedures to support the unit’s goals.• Producing periodic productivity and other ad-hoc reports from the workforce management system. • Adjust intraday workforce requirements based on changing/dynamic forecast.\• Schedule all transactions based work and special events for optimal service levels and occupancy(e.g meetings, coaching, email queue work)• Generate daily, weekly, and monthly statistics on adherence, attendance and ACD/CMS information for the management and capacity planning if requested.

Marietta

• Provide merchants with inquiry resolutions regarding merchant processing accounts by promptly researching and providing informative responses• Determine whether calls require further research and investigation and complete transfers to Senior Service Specialists if required• Avoid data breaches to POS systems by educating merchants on the importance of being PCI complaint• Utilized extensive knowledge of POS industry to make determinations regarding financial courtesy refunds or fee issuing

Marietta

• Retained more than 20 accounts by advising merchants on ways to lower their costs • Assisted merchants with questions regarding their merchant processing accounts• Reviewed merchant accounts and provided Rate Reviews, therefore adjusting their rates and making them better as a business• Performed technical support by walking merchant through a step-by-step process of support questions • Assisted Business Consultants monitor 700+ merchant through making merchant calls, ensuring that all personal information is updated in the system • Performed as a Subject Matter Expert in the American Express Program by explain details of how the program is better fitting for merchants than the original program with American Express• Partnered with Business Consultants to provide a superior merchant experience by placing follow up calls after an escalated issue • Educated merchants on the importance of becoming PCI complaint, therefore reducing the possibility of a data breach to their POS system• Provided solutions for merchants to ensure they get funded when their terminals are ineffective; created research tickets for merchants for courtesy processing

Master Of Fine Arts - Mfa, English/Language Arts Teacher Education

Bachelor Of Science - Bs, Business Administration And Management, General

Associate Of Arts - Aa, Early Childhood Education And Teaching