Oda Williams

Responsibility ensures the Consumer Direct agents provide the kind of service that builds high levels of customer satisfaction. By coaching and training both new recruits and experienced agents, these managers help call centers meet their most important goals: improving productivity, reducing operating expenses, retaining customers, generating incremental revenue, providing an outstanding customer experience, and reducing agent attrition.

Training team managers to provide induction training for new employees so they can quickly learn the ropes. These managers give recruits an overview of the company and the call center, explaining the organizational structure and identifying sources of help and expertise. They should give recruits a thorough understanding of the company’s products and services and explain the customer service policies. They should also describe the procedures for handling and recording details of customer calls, and familiarize recruits with the telephone and computer technologies in the call center. They may also conduct training in customer service skills.  

To secure a position with a company to ensure it continues to deliver superior service meeting staff needs, forecast and budgets. Ability to manage, coach and develop individuals, teams and departments towards goals, utilizing negotiations, teamwork, motivation and proven leadership for a performing environment.  

Ability to organize and prioritize projects in a fast-paced, deadline- oriented and rapidly changing business environment. Manage accountability. Possess management skills to review, analyze and implement processes to promote improvement of quality and service. Ability to work well with others, under pressure, maintain professional and positive attitude. Demonstrated project management, communications, teamwork and detail oriented. 

SPECIAL ACCOMPLISHMENTS AND AWARDS 

• Convergys/ DTV Resolution Supervisor on the H.R. Retention Team
• Convergys/ DTV Sales, Quality, Credit and Attendance Committee
• Convergys/ DTV Team Leader and Council Member for the Site  
• Operations Manager Annual Program
• Accommodation Letter from the Director/V.P. of AT&T 
• Achieved Top Ten Performance Team Leader out of 70 Teams   
• Selected Twice as Employee of the Month  

EDUCATION / Career Skills Summary: 

Graduate of Enid High School, May 1979
Attended O.T. Autry Vo-Tech Center for Accounting and Computer Programming
Associate Degree at Phillips University of Enid, Oklahoma
Studied Business Administration and Finance
Certified Financial Analyst (FDIC)
FDIC Supervisor/ Auditor/ Alternate Section Chief
DTV Operations Manager Intern/ Alternate Manager 
DTV Retention Supervisor                                                                                                                          AT&T Supervisor of Collections for the State of California

Teleflora Training & Workforce Manager                                                                                           Teleflora Manager of Quality Assurance