Shannon Williams

Work History

Work History
Sep 2004 - Present

Area Manager

AT&T

Manage daily and long-term operation of an inbound customer contact call center responsible for a wide variety of center-level results.Achieve results by managing daily activities of center employees and continuously adapting processes, systems, and programs to meet the needs of the business.Responsibilities consist of but are not limited to:Problem solving and decision making based on a large amount of consistently changing data to strategize and plan for future center needs.Implement any change initiative that takes place in the office.Uses current business data to organize and delegate the activities of management and represented employees appropriately throughout the center as daily circumstances (promotions, losses, varied skill levels and experiences) and demands (changes in marketplace/customer) change.Motivates and develops management and represented employees to improve business and interpersonal skills as well as work behaviors.Provide necessary and timely interventions, counseling, feedback and training opportunities to center employees to build employee skills in critical areas.Counsel management on leadership issues as well as short and long term career goals.Conduct performance appraisals and recommends salary adjustments based performance observed and documented.Responsible for discipline and discharge of management employees when necessary.Educate self and center employees on multiple, important business issues which may include but are not limited to corporate, organization or office policies and procedures.Handle all presidential level complaints in South Carolina as it relates to Customer Information Services.Partners with the CWA local President to ensure an excellent working relationship as well as work through issues that may surface.Perform necessary special projects and organizational supported duties.Share office and departmental information on a monthly basis at our monthly COT meeting.Currently manage approximately 125 employees including a center assistant and 8 Managers.

Mar 2002 - Sep 2004

Sales Coach

AT&T

Primary duty was to manage a group of call center employees.Supervised a team of 15 or more service/sales representatives located in a Consumer Services Call Center.Directed, coached, motivated and developed telephone sales, service and negotiation skills of subordinates to ensure that sales and service goals are met, orders are properly negotiated, billing inquires are properly addressed, complaints are resolved, and revenue in protected through correct negotiation of deposits and adjustments.Worked closely with other groups in the company to ensure service requests are met.Resolved complex and sensitive customer complaints and appeals, informed upper management of escalated complaints.Ensured accuracy and efficiency of service, maximization of sales revenue, and adhered to established policies and procedures.Ensured compliance with FCC and PSC regulations.Recommended and initiated associated personnel actions.

Jan 1999 - Mar 2002

Service Technician

AT&T

Responsible for the installation and repair of small business and residential phone lines.Reviewed and interpreted service orders, trouble reports, circuit diagrams and followed standard practices.Installed, rearranged, and removed telephone equipment and associated plant including wiring and cabling associated with services such as non-design watts, ISDN, etc.Operated computer access terminal equipment in some assignments to communicate with on-line data bases for testing, receiving and closing work assignments. Operated test equipment to send and receive signals on gain devices.Repaired, adjusted, cleaned, or replaced faulty telephone equipment.Contacted the appropriate centers and other designated organizations during tour for other assignments.Tested facilities and equipment on which trouble was reported.Changed out Subscriber Line Carrier channel units as required.Operated electrical instruments to locate and mark below ground facilities.Operated cable plats and test equipment to isolate conductor faults.Analyzed trouble conditions and determined the work that needed to be done.

Education

Education
Aug 2009 - Present

Bachelor of Science Organizational Management

Claflin University
May 2008 - Aug 2009

Associate of Arts in Business

University of Phoenix