RUTH-ANN WILLIAMS
Summary
Team Leader experienced in directing activities of workgroups. Trains and mentors staff and oversees team operations, by reporting and enforcing policy implementation to comply with operational standards. Demonstrates intermediate analytical, planning and leadership skills and advanced organizational and interpersonal skills to work in fast-paced environments with changing priorities. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and visions to succeed. Interested in pursuing a challenging career with opportunities for additional growth and career advancement.
Overview
8
8
years of professional experience
Work History
Team Supervisor
Skin Vitality Medical Clinic
2023.02 - Current
- Spearheaded initiatives to identify and capitalize on opportunities for streamlining internal processes, fostering a culture of best practices, resulting in substantial performance enhancements and heightened organizational efficiency
- Championed the coaching and development of a high-performing team, cultivating a dynamic environment conducive to continuous growth and professional excellence
- Conducted meticulous daily audits of team performance, furnishing comprehensive reports to key stakeholders including the Contact Center Manager, Sales Directors, and CEO, facilitating informed decision-making at the highest levels
- Orchestrated the seamless coordination of activities within the Customer Service team, delivering unwavering support and expert guidance to team members to optimize performance and achieve strategic objectives
- Masterfully handled a diverse range of customer inquiries, complaints, and comments across multiple communication channels including Chat, Text, and Social media platforms, ensuring prompt resolution and nurturing positive brand relationships
- Exceeded Booking Ratio Goals through meticulous planning and execution, while ensuring alignment across the team to consistently meet and surpass established benchmarks, thereby driving sustained business growth and profitability.
Office Manager
Atlantic Environmental Systems
2019.01 - 2021.10
- Managed customer service team that included interviewing, training, and coaching new employees and daily correspondence with clients via phone and email
- Greeted visitors, answered a high-volume of incoming phone calls and delivered world-class service to our customers
- Coordinated appointments and meetings and managed staff calendars and schedules
- Purchased office supplies and equipment and maintained proper stock levels
- Oversaw day to day operations of the office which included basic payroll, administrative tasks and assisting sales agents and working with financial companies to get clients financing and processing funded contracts.
Sales Supervisor
One Touch Direct Canada
2017.09 - 2019.01
- Managed and trained a team of 10-20 customer service representatives
- Created and implemented training plans for team members to meet KPIs and Sales goals
- Worked with external clients in the BPO sector as well as with financial companies in the sales sector
- Performed daily sales meetings as well as one on one trainings with teams up to 20
- Implemented strategies to sell products or services
- Built new customer base to maximize sales
- Retained existing customers by providing prompt customer service
- Analyzed competitor pricing proposals and sales strategies.
Technical Support Representative
SITEL
2016.05 - 2017.07
- Provided customer service in the technical support department for Cable services and occasionally provided floor support for other representatives
- Responded to customer inquiries on technical issues
- Resolved and troubleshoot simple or complex issues relating to customers
- Provided technical support to team members
- Monitored and managed technical issues relating to products
- Provided qualitative services to customers on their technical problems.
Education
Bachelor of Science - Accounting
Ontario Tech University
03.2025
Ontario College Diploma in Business/Accounting -
Niagara College
01.2017
Skills
- Microsoft Office
- G-Suite
- Customer Support
- Email Management
- Basic Bookkeeping
- Performance Improvement
- Effective Leadership
- Staff Training
- Assignment Delegation
- Complaint Handling
- Team Supervision
- Shift Scheduling
- People Management
- Call Center Operations
Awards
- Appreciation Award 2019 – Atlantic Environmental Systems
- Highest Sales Team 7 out of 12 months in 2018- One Touch direct
- Member of the startup team that grossed 1.2 million in sales for new location in Nova Scotia
Languages
English
Native or Bilingual
Timeline
Team Supervisor
Skin Vitality Medical Clinic
2023.02 - Current
Office Manager
Atlantic Environmental Systems
2019.01 - 2021.10
Sales Supervisor
One Touch Direct Canada
2017.09 - 2019.01
Technical Support Representative
SITEL
2016.05 - 2017.07
Bachelor of Science - Accounting
Ontario Tech University
Ontario College Diploma in Business/Accounting -
Niagara College
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