Shiloh Williams
Newport News
Summary
Dynamic leader with a proven track record at Opticall, Inc., excelling in strategic planning and relationship building. Spearheaded the creation of an outbound Contact Center department, enhancing client retention and team performance. Skilled in data analysis and verbal communication, consistently exceeding performance metrics. Expert in nurturing high-quality services and fostering team collaboration.
Overview
27
27
years of professional experience
Work History
Director of Outbound Communications
Opticall, Inc.
01.2015 - Current
- Developed new outbound Contact Center department and web leads management program when need identified.
- Created new training program with focus on efficiency, high level customer service skills, health industry specific content, and client/patient retention.
- Hire, train, supervise, all outbound department representatives. Additionally, perform monthly call reviews and performance reviews.
- Train and assist in quality assurance for inbound department representatives as needed.
- Develop high-performing teams by providing mentorship, guidance, and continued training.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Work with company clients to ensure their needs are met and concerns addressed to improve patient retention on their behalf.
- Create monthly, quarterly, and annual reports. Analyze report data to identify areas for improvement and monitor industry trends.
Outbound Contact Center Representative
ITT Technical College
01.2010 - 01.2015
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by prospective students for collective problem-solving efforts.
- Obtained the highest conversion rates from initial contact to enrollment by utilizing comprehensive program knowledge, active listening and problem-solving skills.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling inquiries.
- Exceeded performance metrics by consistently maintaining high-quality interactions with customers.
Office Manager
PetLift, LLC
07.2004 - 06.2008
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing customer inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
Office Manager
Keller Rigging
03.1998 - 07.2002
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Processed and balanced payroll for [Number] employees.
Education
Psychology
Eastern Kentucky University
Richmond, KYBachelor of Arts - Political Science
University of South Florida
Tampa, FL05-2010
Skills
- Relationship building
- Strategic planning
- Verbal and written communication
- Decision-making
- Team management
- Goal setting
- Data visualization and presentations
- Data analysis
- Proficient in all Microsoft Office programs
- Expert at creating professional presentations
Timeline
Director of Outbound Communications
Opticall, Inc.
01.2015 - Current
Outbound Contact Center Representative
ITT Technical College
01.2010 - 01.2015
Office Manager
PetLift, LLC
07.2004 - 06.2008
Office Manager
Keller Rigging
03.1998 - 07.2002
Psychology
Eastern Kentucky University
Bachelor of Arts - Political Science
University of South Florida
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