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AMY B. WILLIAMS
5 Samos Circle │ Middleton, MA 01949
508.395.5675 │ WilliamsABeth@gmail.com
Experienced team leader with expertise in all facets of operations and customer experience management. Skilled in
collaborating with all members of the organization to achieve business and financial objectives. Accomplished staff
supervisor, mentor and trainer. Instrumental in developing, streamlining and improving processes and enhancing
productivity. Customer service focused and proficient at resolving problems and mitigating solutions to obtain optimum
satisfaction.
 Team Development and Leadership
 Staff Supervision
 Human Resource Processes
 Processes and Procedures
 Marketing and Sales Support
 Financial Operations Coordination
 Customer Satisfaction
 Complaint Resolution
 Salesforce
P R O F E S S I O N A L E XP E R I E N C E
AGERO, Medford, MA 2011 – 2016
Operations Supervisor/Network Operations Coach 2016-Current
Perform, assistwith and maintain all departmental needs to include daily operations, ongoing alterations to improve
standard operating procedures, review associate performance and establish disciplinaryaction as needed.
Customer Recovery Lead, 2013 –2016
Lead multi-channel focus department in ensuring all company avenues provided the same excellent service. Assisted in
establishing and maintaining standard operating procedures and work closely with all departments to guarantee that
process changes are implemented to meet all stakeholder needs – clients, providers and internal customers. Communicates
these procedures to clients and vendors to ensure full compliance and understanding. Consistently review and improve
standard operating procedures to improve efficiencies and increase satisfaction of all involved parties. Oversee escalations
for all external channels while working with internal clients to ensure full resolution. Assist in coordinate the daily queue
of complaints and assign workload through Salesforce based on client, zone, and type of complaint. Ensure assignments
are balanced and completed.
 Prioritize case volume to encourage team members to stay task focused and maintain a positive working
environment and employee satisfaction.
 Lead staff, including interviewing and training of employees. Plan, assign and direct work, appraise performance
and reward or discipline employees as needed.
Customer Care Specialist, 2011– 2013
Tracked and documented roadside service experiences and provided full resolution to customers who had complaints.
Compiled data for weekly client reports about each issue and appropriate resolutions regarding complaints and damages.
Worked closely with Client Service Managers and other departments to investigate customer complaints and reach fairand
appropriate resolutions.
 Developed strong professional client relationships to instill confidence that Agero will align with them as a
seamless extension of their brand in their customers’ eyes.
Strengths/Achievements:
 Joined Agero in 2011 and was quickly provided with the opportunity to work with key clients via the Customer
Recovery process
 Almost immediately recognized as a leader in the department through knowledge secured during training and
through knowledge carried across other from other places of employment
 Promoted to Customer Care team lead in 2013; then to Incident Manager team lead in 2014 through department
reconfiguration
 Over 15 years in Customer Service; over 10 of those years in a multi-channel environment
 Work best in a fast-paced environment; able to manage and prioritize multiple, simultaneous events
 Able to proactively partner and negotiate with other departments to provide information and feedback, in an
effort to ensure that clients, customers and vendors alike receive a full resolution that is acceptable to all parties
 Recipient of Client Services Teamwork Award (2015)
Amy B. Williams Resume, Page 2
NORDSTROM, Natick, MA 2009 – 2011
Customer Service Manager
Oversaw daily operations of the store and the staff of the Customer Service Department, ensuring that all operational
questions were answered for the store and customer inquiries were addressed to provide industry leading service.
Developed and trained store associates. Monitored and trained staff on POS and proper procedures for systems.
Responded as first point of contact to customer complaints. Ensured staff compliance to company policies, programs and
change initiatives.
 Ensured the security and privacy of customer information through education and compliance
 Responsible for daily accounting of the stores sales
 Reduced bad debt by 35% within 9 months
NORTH SHORE POWERSPORTS, Beverly, MA 2007-2009
Sales/Finance Assistant
Managed a fast paced sales office, monitoring all inventory and day to day operations. Assisted in securing financingand
closing of all sales.Completed pricing and forecasting for multiple locations. Organized and assisted in executing multiple
annual sales shows.
SALEM PAPER, Salem, MA 2000 – 2007
Assistant Manager
Oversaw daily operations and sales, including but not limited to monitoring inventory and general maintenance. Handled
all customer service related inquiries, maintained house accounts, reported and collected on current and past due account
receivables.
 Managed customer files, handled customer and rush orders.
 Maintained vendor relations to ensure the highest of quality and experience for customers. Marketed to key
customers and managed their accounts. Created value in company products and services in addition to basic sales.
E D U C A TI O N & CR E D E N TI A L S
Bachelor of Arts, Art Education, K-8, Salem State College, Salem, MA

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ABW 3.21.16

  • 1. AMY B. WILLIAMS 5 Samos Circle │ Middleton, MA 01949 508.395.5675 │ WilliamsABeth@gmail.com Experienced team leader with expertise in all facets of operations and customer experience management. Skilled in collaborating with all members of the organization to achieve business and financial objectives. Accomplished staff supervisor, mentor and trainer. Instrumental in developing, streamlining and improving processes and enhancing productivity. Customer service focused and proficient at resolving problems and mitigating solutions to obtain optimum satisfaction.  Team Development and Leadership  Staff Supervision  Human Resource Processes  Processes and Procedures  Marketing and Sales Support  Financial Operations Coordination  Customer Satisfaction  Complaint Resolution  Salesforce P R O F E S S I O N A L E XP E R I E N C E AGERO, Medford, MA 2011 – 2016 Operations Supervisor/Network Operations Coach 2016-Current Perform, assistwith and maintain all departmental needs to include daily operations, ongoing alterations to improve standard operating procedures, review associate performance and establish disciplinaryaction as needed. Customer Recovery Lead, 2013 –2016 Lead multi-channel focus department in ensuring all company avenues provided the same excellent service. Assisted in establishing and maintaining standard operating procedures and work closely with all departments to guarantee that process changes are implemented to meet all stakeholder needs – clients, providers and internal customers. Communicates these procedures to clients and vendors to ensure full compliance and understanding. Consistently review and improve standard operating procedures to improve efficiencies and increase satisfaction of all involved parties. Oversee escalations for all external channels while working with internal clients to ensure full resolution. Assist in coordinate the daily queue of complaints and assign workload through Salesforce based on client, zone, and type of complaint. Ensure assignments are balanced and completed.  Prioritize case volume to encourage team members to stay task focused and maintain a positive working environment and employee satisfaction.  Lead staff, including interviewing and training of employees. Plan, assign and direct work, appraise performance and reward or discipline employees as needed. Customer Care Specialist, 2011– 2013 Tracked and documented roadside service experiences and provided full resolution to customers who had complaints. Compiled data for weekly client reports about each issue and appropriate resolutions regarding complaints and damages. Worked closely with Client Service Managers and other departments to investigate customer complaints and reach fairand appropriate resolutions.  Developed strong professional client relationships to instill confidence that Agero will align with them as a seamless extension of their brand in their customers’ eyes. Strengths/Achievements:  Joined Agero in 2011 and was quickly provided with the opportunity to work with key clients via the Customer Recovery process  Almost immediately recognized as a leader in the department through knowledge secured during training and through knowledge carried across other from other places of employment  Promoted to Customer Care team lead in 2013; then to Incident Manager team lead in 2014 through department reconfiguration  Over 15 years in Customer Service; over 10 of those years in a multi-channel environment  Work best in a fast-paced environment; able to manage and prioritize multiple, simultaneous events  Able to proactively partner and negotiate with other departments to provide information and feedback, in an effort to ensure that clients, customers and vendors alike receive a full resolution that is acceptable to all parties  Recipient of Client Services Teamwork Award (2015)
  • 2. Amy B. Williams Resume, Page 2 NORDSTROM, Natick, MA 2009 – 2011 Customer Service Manager Oversaw daily operations of the store and the staff of the Customer Service Department, ensuring that all operational questions were answered for the store and customer inquiries were addressed to provide industry leading service. Developed and trained store associates. Monitored and trained staff on POS and proper procedures for systems. Responded as first point of contact to customer complaints. Ensured staff compliance to company policies, programs and change initiatives.  Ensured the security and privacy of customer information through education and compliance  Responsible for daily accounting of the stores sales  Reduced bad debt by 35% within 9 months NORTH SHORE POWERSPORTS, Beverly, MA 2007-2009 Sales/Finance Assistant Managed a fast paced sales office, monitoring all inventory and day to day operations. Assisted in securing financingand closing of all sales.Completed pricing and forecasting for multiple locations. Organized and assisted in executing multiple annual sales shows. SALEM PAPER, Salem, MA 2000 – 2007 Assistant Manager Oversaw daily operations and sales, including but not limited to monitoring inventory and general maintenance. Handled all customer service related inquiries, maintained house accounts, reported and collected on current and past due account receivables.  Managed customer files, handled customer and rush orders.  Maintained vendor relations to ensure the highest of quality and experience for customers. Marketed to key customers and managed their accounts. Created value in company products and services in addition to basic sales. E D U C A TI O N & CR E D E N TI A L S Bachelor of Arts, Art Education, K-8, Salem State College, Salem, MA