Keya Williams Email and Phone Number

• Oversaw both compliance and hours based accounts for over 400 agents• Daily reporting to Operations• Resolving reporting discrepancies with clients daily• Training others on Workforce management solutions and processes• Responsible for training team members on new processes• Creation/Management of enterprise wide process documents• Tracking of training for billing• Daily management of hours for accounts, recruiting overtime where needed or managing down hours• Data accuracy in all workforce systems• Handling escalations for wide spread outages between the client and management team• Real time data analysis• Creation of new processes to improve bill to pay rate• Making recommendations and helping set priorities when planning and scheduling off phone activities

Oversaw daily office operations for 14 members of the management team and 240 employees on multiple lines of business including FedEx, Black and Decker, and USPS. Mastered customer service management systems and databases. Prepared reports and other written communication for senior management and clients. Provided incentives to employees and supervisors awards increasing productivity and billable utilization. Oversaw call center employees to ensure customer satisfaction goals were consistently met. Cross-trained and support other customer service managers. Adhered to all confidentiality requirements at all times. Managed in a timely manner a constant flow of emails from clients and upper management. Facilitated inter-departmental communication to effectively provide customer support as well as create a great work environment. Scheduled staff shifts to cover peaks and lulls in customer inquiries. Trained staff on operating procedures and company services. Fostered an environment which encouraged continual process improvements. Developed and roll out new policies to better assist the company with profitability. Hired new staff and set up training accommodations. Planned and coordinated logistics and materials for meetings and events. Addressed and resolved customer complaints with a great deal of empathy and professionalism. Effectively managed a high volume of inbound and outbound customer calls. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.