Kheba Foster Williams Email & Phone Number

Charlotte, North Carolina

• Supervising and managing a team of 15 call center employees• Direct call center operations as a liaison between supervisors, and call center employees.• Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.• Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.• Conduct group training sessions on financial products and services. • Develop sales techniques of each customer service representative to drive revenue growth and retain customers.• Monitor interaction between staff and callers to ensure quality assurance standards.• Review call center statistics to measure staff performance and the need for improvement.

Charlotte, North Carolina Area

• Handles high volume candidate interview scheduling and onboarding• Interacts with candidates and hiring managers to ensure a successful on-boarding experience• Reviewed and reformatted resumes• Drafting and constructing tentative offers and close out letters to applicants based on qualifications.• Coordinating background investigation requests.• Facilitated open house events• Daily administrative and office support• Updated job boards, Facebook and LinkedIn company pages

Charlotte, North Carolina Area

• Responsible for screening candidates to ensure their qualifications meet open positions • Conducted skills testing, office interviews, reference checks and background investigations • Presented job opportunities to qualified candidates and negotiate contract terms • Maintained excellent documentation within the company’s database• Prepared resumes for presentation to clients • Coached candidates through the client interview process • Meet contractors on the first day of their assignment at the client site • Build relationships with contract employees through different activities, such as lunch meetings and after hour engagements • Provided exceptional customer service to our clients, candidates, contractors, and internal • Set up Open House functions

Charlotte, North Carolina Area

• Educated Bankers and Business owners on CBR scores and stipulations that needed to be addressed before loan could be approved• Reviewed Dunn and Bradstreet credit report along with personal CBR for credit worthiness• Liaison between Lending, Verifications and Booking departments • Requested IRS transcript to verify income discrepancies • Reviewed Secretary of State Documents to verify ownership % • Authenticated and processed applications through Wells Fargo computer database

Chesapeake Virginia

Assisted escalation calls that agents could not handle.Monitor queue and track inbound calls. Kept agents aware of inbound calls, calls waiting, abandonment rate, etc.Motivated and encourage agents through positive communication and feedbackKept track of attendance, daily statistics, paid time off, sick time, etc.Created and maintain files on each agent as they relate to attendance, production, and reviews.Created a forecast describing the things each agent will be focused upon.Created a detailed plan of the way in which you plan to impact your team's day-by-day performanceReviewed timecards for accuracyProvided weekly monitoring evaluation, with each team member Supervised a team of 12 CSR’S

Sociology

Majored in Sociology.

Sociology