Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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Keri Williams

Keri Williams

Midland,NC

Summary

I am a dedicated professional who has mastered customer and employee services. I have excelled and have been promoted in all departments I have worked within. My drive is in my performance to support and produce excellence. This unique blend of business acumen and insight allows me to approach challenges with a balanced and innovative perspective for excelled performance. I am eager to leverage my diverse skill set in a dynamic environment that offers opportunities for experience, career growth, and development. Known for my adaptability, I am enthusiastic about embracing new challenges and environments to achieve both personal and organizational success.

Overview

10
10
years of professional experience

Work History

Commerical Technical Support

Spectrum
01.2022 - Current
  • Responsibilities include: I troubleshoot various issues for Spectrum commercial accounts. I have been promoted to assist with all 3 lines of business. This includes internet, video and voice services. I assist with data equipment such as modems, routers, static Ip configurations, cable receivers, voice equipment along with the ring central app.
  • Worked effectively in fast-paced environments.
  • Self-motivated, with a strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.
  • Proven ability to learn quickly and adapt to new situations.
  • Skilled at working independently and collaboratively in a team environment.

Tech Support Representative 1

Spectrum Business Repair
08.2021 - 01.2022
  • Essential functions / Core Responsibilities Responsibilities included: troubleshooting various issues for business account customers.
  • Maintained high levels of customer satisfaction with proactive follow-ups and clear communication.
  • I assisted with 2 out of 3 lines of business (prior to promotion. )

Human Resources Specialist

Alight Solutions
05.2019 - 08.2021
  • CCR role for Alight for Bank of America client. I was a level 3 which is the highest within the department. My main function was to ensure that associates receive accurate information relating to human resources. This includes assisting with benefits, employee relations as well as financial compensation structured around payroll and time keeping. I also assisted with workforce administration for verification of employment and benefits.
  • Verification of Healthcare benefits. Assisted with internal employee escalations called "service requests." Researched and verified insurance benefits and claims tracking.
  • Processed payments and submitted and verified insurance prior authorizations. Logged all completed results in computer database.
  • Managed benefits administration for company-wide staff, ensuring timely processing and accurate recordkeeping.
  • Streamlined benefits administration processes for increased efficiency and reduced errors.
  • Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.

Quality Assurance Evaluator

Convergys
06.2016 - 04.2019
  • Quality Evaluator for Nike.com. My role was to monitor and evaluate the quality of all 4 of Nike. com lines of businesses including corporate, commerical and the Nike apps. I evaluated employees inbound and outbound calls and other customer contact methods. I completed employee evaluations, I coached employees and resolved customer escalations. This role utilizes a constant update of product knowledge to provide recommendations to a wide array of consumers in the north America region.
  • Contributed to cost-saving efforts by identifying areas for improvement in Quality assurance processes and recommending more efficient testing strategies.
  • Demonstrated commitment to ongoing professional development by attending industry conferences, seminars, and workshops to stay abreast of emerging trends in quality assurance.
  • Collaborated with cross-functional teams to ensure consistent product quality across all stages of development.
  • Conducted comprehensive risk assessments, identifying potential issues and recommending mitigation strategies.
  • Streamlined QA processes, increasing efficiency through the implementation of automation tools and techniques.

Supervisor

Convergys
12.2014 - 06.2016
  • DIRECTV Team Leader: The role of Team Leader was to supervise the day-to-day operations of a group of call center associates. I was the supervisor for technical support and sales. I managed both production as well as bridge (which is our newer hired employees.) Technical Support/Sales Representative DIRECTV.
  • Oversaw daily operations for 2 departments, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Handled escalated cases which mproved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.

Education

Associate of Science - Business Administration

Florida State College of Jacksonville
Jacksonville, FL
01.2012

Skills

  • Business Administration
  • Strategic Planning
  • Team Collaboration
  • Data Analysis
  • Time Management
  • Microsoft Office Suite (Word, Excel, PowerPoint, Workday)
  • Leadership
  • Claims analysis
  • Healthcare benefits
  • Benefits explanation
  • Employee relations
  • HR policies and procedures
  • Payroll administration
  • Training development
  • Training and mentoring

Accomplishments

  • 2024 Quarter 1 Spectrum Bronze Award for highest metric on third shift.
  • 2023 Quarter 1 Spectrum Silver Award Winner for highest metrics within the site.
  • 2019 As a Nike Quality Evaluator I balanced all 3 LOBs at our Site and received recognition from leadership for exceeding set expectations.
  • 2018 I participated in DIRECTV's monthly time analysis which resulted in $323K AHT penalty waivers.
  • 2016 Top Divisional Sales Representative for DIRECTV

Languages

English
Native or Bilingual

Timeline

Commerical Technical Support

Spectrum
01.2022 - Current

Tech Support Representative 1

Spectrum Business Repair
08.2021 - 01.2022

Human Resources Specialist

Alight Solutions
05.2019 - 08.2021

Quality Assurance Evaluator

Convergys
06.2016 - 04.2019

Supervisor

Convergys
12.2014 - 06.2016

Associate of Science - Business Administration

Florida State College of Jacksonville

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