Omar Williams
Omaha
Summary
Results-oriented professional with experience in team supervision and performance enhancement. Skilled in training and mentoring employees, fostering collaboration, and implementing strategies that drive operational efficiency and customer satisfaction.
Overview
28
28
years of professional experience
Work History
Team Supervisor
Results CX
Knoxville
07.2020 - Current
- Supervised daily operations to ensure team efficiency and productivity.
- Trained new team members on company policies and procedures.
- Monitored performance metrics, identifying actionable areas for team improvement.
- Facilitated team meetings to discuss goals and progress updates.
- Coordinated schedules and assignments for optimal workflow management.
- Resolved customer issues by collaborating with support teams effectively.
- Implemented best practices, enhancing team collaboration and communication across departments.
- Provided ongoing feedback to team members to support development efforts.
- Led team by answering questions and solving complex problems daily.
- Assigned tasks to employees and supervised activities to meet operational needs and boost customer satisfaction.
- Conducted weekly meetings to discuss progress on assigned tasks and identify areas for improvement.
- Provided training and support to new employees to ensure they understand their job responsibilities.
- Evaluated individual team members' performance and provided constructive criticism when necessary.
- Identified potential problems or risks associated with projects before they occur.
- Executed accuracy audits to verify product specifications and quality.
- Created detailed project progress reports, effectively communicating updates to upper management.
- Managed customer service inquiries in a timely manner, ensuring satisfaction at all times.
- Assisted in hiring new employees by conducting interviews, providing recommendations.
- Developed and implemented policies to improve team performance.
- Analyzed customer feedback data to determine areas where improvements can be made.
- Addressed operational issues and determined changes to drive improvements.
- Analyzed customer feedback data to identify areas of improvement within the organization.
- Monitored team members' progress, provided feedback and guidance as needed.
- Ensured compliance with company policies, procedures, and safety regulations.
- Implemented strategies for improving efficiency within the workplace environment.
- Communicated effectively with other departments to ensure that all projects are completed on time.
- Measured performance and directed operations to drive continuous improvements.
- Updated job descriptions based on changes in departmental requirements or roles.
- Coordinated, organized, and prioritized workloads for team members.
- Encouraged collaboration among team members by organizing group activities outside of work hours.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Implemented strategic plans to enhance team performance and productivity.
- Maintained open lines of communication with senior management, reporting team progress and challenges.
- Championed the adoption of new technologies to improve team productivity and service delivery.
- Led a team of XX individuals in achieving quarterly sales targets, exceeding goals.
- Coordinated daily operations, ensuring team adherence to company policies and procedures.
- Monitored team workload to prevent burnout and ensure equitable task distribution.
- Assessed market trends and competitor strategies to inform team direction and focus.
- Conducted regular performance evaluations, providing constructive feedback and personalized coaching.
- Allocated resources effectively to ensure project completion within deadlines and budget.
- Established clear team goals aligned with company objectives, tracking progress regularly.
- Conferred with management and subordinates to resolve problems or complaints.
- Evaluated and assessed personnel to identify potential candidates for promotion.
- Delegated tasks to multiple employees while maintaining efficient workplace.
- Ordered equipment parts and repair services during equipment breakdown to avoid further delays.
- Read and interpreted work order specifications and information to plan, schedule and carry out jobs effectively.
- Kept records of employees' attendance and working hours for accurate calculation of billable cycle.
- Performed minor equipment repairs to keep jobs on task and notified maintenance department of major machinery failures.
- Recommended opportunities for growth and advancement to motivate employees.
- Directed and coordinated production activities, encouraging employees to meet specifications.
Support Analyst of life/death policies
Mutual Of Omaha
Omaha
07.2014 - 11.2016
- Completed day-to-day duties accurately and efficiently.
- Assisted customers with insurance policy inquiries and claims processing, ensuring timely and accurate resolutions.
- Educated clients on coverage options and benefits of various insurance products.
- Responded to customer concerns with empathy and effective problem-solving skills.
- Collaborated with colleagues to improve customer service procedures and efficiency.
- Assisted with customer inquiries, complaints, and requests for information regarding insurance policies.
- Provided quotes on various types of insurance policies.
- Advised customers on available coverage options that best fit their individual needs.
- Processed new policy applications and updated existing policy documents.
- Built strong relationships with clients through personalized support and exceptional customer service.
- Answered insurance-related questions and discussed product offerings with prospective customers to meet unique needs.
- Navigated computer system to look up customer information and update policies.
- Verified accuracy of customer data entered into the system.
- Asked probing questions and offered solutions to resolve customer issues.
- Performed administrative duties such as filing, scanning, faxing, copying documents.
- Researched relevant policy information to answer customer questions.
- Facilitated payment processing for premium payments and renewals.
- Collaborated with colleagues from other departments to resolve escalated customer issues.
- Ensured compliance with company guidelines and regulatory standards when dealing with customers' accounts or policies.
- Maintained accurate records of customer interactions and transactions.
- Assisted customers with filing and tracking of insurance claims, ensuring timely resolution.
- Conducted customer satisfaction surveys to gather feedback and identify actionable areas for service improvement.
- Identified opportunities for process improvements based on customer feedback.
- Compiled and maintained accurate records of customer policies, transactions, and correspondence.
- Coordinated with insurance agents and underwriters to facilitate policy adjustments.
- Participated in team meetings and contributed to team goals and objectives.
- Conducted policy reviews and renewals, ensuring customer satisfaction and retention.
- Implemented strategies to cross-sell and upsell insurance products, enhancing customer value.
- Resolved complex customer issues and escalated to management for further action.
- Used insurance rate standards to calculate premiums, refunds, commissions and adjustments.
- Checked documentation for appropriate coding, catching errors and making revisions.
Rental Sales Agent/Corporate Training Manager
AVIS
Omaha
02.1999 - 07.2010
- Assisted customers with vehicle selection and rental agreements.
- Processed payments and handled financial transactions efficiently.
- Coordinated vehicle maintenance and safety inspections.
- Resolved customer inquiries and complaints promptly and professionally.
- Developed and delivered training for new staff on rental procedures and customer service standards, enhancing team readiness.
- Managed vehicle bookings and rental tracking through reservation systems, ensuring seamless customer experiences.
- Provided detailed information about insurance options to customers.
- Explained the terms of rental agreements to customers.
- Inspected vehicles for damage prior to rental and upon return.
- Assisted customers in selecting appropriate car models based on their needs.
- Monitored fleet inventory to ensure sufficient supply of cars available for rent.
- Promoted additional services like insurance coverage and fuel plans, increasing overall sales and customer satisfaction.
- Verified driver's license information and inspected rental documents for accuracy.
- Organized paperwork related to rentals, returns and repairs.
- Processed customer reservations and payments.
- Trained new employees on operational procedures related to car rentals.
- Reported any suspicious activities or incidents observed on the premises.
- Ensured that all safety regulations were followed when handling vehicles.
- Utilized computer software systems for tracking transactions and updating customer profiles.
- Responded promptly to customer inquiries via phone or email.
- Coordinated with other departments within the organization such as maintenance and sales teams.
- Provided directions and assistance with loading luggage into cars.
- Adhered to company policies regarding cash handling procedures.
- Explained policies and reviewed documentation to obtain signatures.
- Collected payment by processing credit card transactions.
- Contacted customers and billing parties about overdue rentals and requested the expected date of return.
- Processed exchange requests in computer system.
- Prepared and submitted reports to supervisor.
- Employed sales techniques to boost sales and services.
- Prepared sales contracts, researched customer needs, and promoted various products and services.
- Coordinated shuttle services by communicating with drivers.
- Reviewed daily sales transactions and analyzed for errors.
- Informed regular customers of new products or services and price changes.
- Signed for delivered items, unpacked boxes, posted received products into inventory and restocked items properly.
- Delivered updated and accurate information in response to guest inquiries.
Security guard
American Security
Omaha
08.1998 - 02.1999
- Monitored premises to ensure safety and security of personnel and property.
- Conducted regular patrols to proactively identify and mitigate security risks and hazards.
- Responded promptly to alarms and incidents, maintaining effective communication with dispatch.
- Enforced access control procedures to manage visitor entry and employee identification.
- Documented incidents and prepared detailed reports for management, facilitating informed decision-making.
- Assisted in training new security staff on protocols and emergency procedures.
- Provided customer service assistance to staff and visitors in a professional manner.
- Inspected buildings for fire hazards and unsafe conditions, ensuring compliance with safety regulations.
- Addressed problems quickly and reported clear information while working under minimal supervision.
- Completed incident reports regarding violations of policies or procedures.
- Observed surveillance cameras for any suspicious activity or intruders.
- Followed established security and safety procedures and posted orders to include enforcement of company rules, policies, and regulations.
- Answered questions from the public regarding facility rules and regulations.
- Identified potential security risks and recommended corrective actions.
- Surveyed multiple CCTV feeds to closely monitor important areas on grounds.
- Issued visitor badges and access cards to authorized personnel.
- Warned persons of rule infractions or violations and evicted violators from premises.
- Provided escorts for employees entering and exiting the building after hours.
- Monitored building and property entrances and exits to detect intrusions and protect assets.
- Completed required shift logs and reports, highlighting routine activities, suspicious circumstances and critical incidents.
- Reviewed guest identification and employee credentials to authorize entry onto premises.
- Escorted individuals requiring personal protection to provide safe transport to specified locations.
- Inspected security systems to maintain consistent operational availability and to detect evidence of tampering.
- Deterred criminal activity, vandalism, and general misconduct by providing expert and highly visible security presence at facilities.
Education
High School Diploma -
Millard South High
Omaha05-1995
Skills
- Team supervision
- Performance monitoring
- Workflow management
- Training development
- Performance improvement
- Conflict resolution
- Assignment delegation
- Employee coaching
- Coaching and mentoring
- Team Check-ins
- Contact center operations
- Client service
- Customer relationship management
- Complaint handling
- Problem solving
- Effective communication
- Mentoring
- Telemarketing expertise
- Client support
- Cash handling
Accomplishments
Top 200 consecutively for sales, Team leader of the week once a month, monetary awards for reaching and exceeding goal
Timeline
Team Supervisor
Results CX
07.2020 - Current
Support Analyst of life/death policies
Mutual Of Omaha
07.2014 - 11.2016
Rental Sales Agent/Corporate Training Manager
AVIS
02.1999 - 07.2010
Security guard
American Security
08.1998 - 02.1999
High School Diploma -
Millard South High