Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Interests
Timeline
Generic

Ebane Williams

Williston

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Customer Service Representative

AT&T
02.2018 - 03.2025
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.

Project Manager

Akebono Brake
06.2013 - 04.2018
  • Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
  • Planned, designed, and scheduled phases for large projects.
  • Met project deadlines without sacrificing build quality or workplace safety.
  • Established effective communication among team members for enhanced collaboration and successful project completion.
  • Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
  • Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
  • Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
  • Coordinated with cross-functional teams to resolve project issues and mitigate risks.
  • Monitored project performance to identify areas of improvement and make adjustments.
  • Identified plans and resources required to meet project goals and objectives.
  • Managed projects from procurement to commission.
  • Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
  • Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives.
  • Negotiated and managed third-party contracts related to project deliverables.
  • Created accurate budgets based on resource requirements, allowing for optimal allocation of funds across all aspects of the projects.
  • Effectively managed scope creep by establishing clear boundaries on requested changes while keeping projects aligned with original objectives and budgets.
  • Implemented continuous improvement initiatives to optimize project outcomes while maintaining costeffectiveness.

Quality Engineer

Masonite Doors
01.2010 - 10.2012
  • Developed inspection plans based on design specifications, ensuring all critical dimensions and performance criteria were verified throughout the manufacturing process.
  • Improved customer satisfaction levels with timely resolution of non-conformance issues and effective corrective actions.
  • Performed quality inspections and drafted reports to detail non-conforming material issues.
  • Contributed to root cause analysis to determine core reason for failures and errors.
  • Implemented process improvements based on Lean Six Sigma methodologies, resulting in reduced waste and increased efficiency.
  • Developed action plan for company certification using ISO 9000 standard knowledge.
  • Conducted detailed audits to ensure adherence to ISO 9001 standards, maintaining a high level of compliance throughout the organization.
  • Collaborated with external auditors during annual reviews, ensuring a seamless audit process with minimal findings or discrepancies noted.
  • Enhanced operational efficiency by automating routine quality checks, allowing team to focus on more complex issues.
  • Fostered culture of continuous improvement, encouraging innovative solutions to quality challenges.
  • Developed comprehensive quality assurance documentation to streamline audit process, significantly reducing preparation time.
  • Implemented supplier qualification system, elevating quality of incoming materials and components.
  • Coordinated with customer service to address quality complaints, providing swift corrective actions that improved client trust.
  • Spearheaded environmental testing for products, ensuring resilience under various conditions and extending market reach.
  • Reduced product return rates, conducting detailed root cause analyses to identify and rectify manufacturing defects.
  • Led training sessions on quality control techniques, elevating team's expertise and minimizing errors in production.
  • Initiated cross-functional team collaboration, integrating quality standards across departments to ensure uniformity in product excellence.
  • Initiated preventive maintenance schedule for equipment, reducing downtime and maintaining consistent production quality.

Education

Certification of Computer Engineering And Program - Computer Programming

Midlands
Columbia
04-2018

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Relationship building
  • Call center experience
  • Project management
  • Project planning
  • Project planning and development
  • Project scheduling
  • Staff management
  • Work flow planning
  • Advanced problem solving
  • Budgeting and forecasting
  • Risk management
  • Project scope analysis
  • Coaching and mentoring
  • Cost control
  • Processes and procedures
  • Data analysis
  • Project closure
  • Team bonding
  • Purchasing and procurement
  • Productivity improvement
  • Control plan development
  • Quality processes
  • Non-conforming material reports
  • Root-cause analysis
  • Team leadership
  • Root cause identification
  • Quality engineering tools
  • Corrective and preventive actions

Affiliations

  • International Customer Service Association
  • Association of Health Care Administrative Assistants (AHCAA)
  • Member, International Association of Administrative Professionals (IAAP)

Certification

  • CNC/Computer Programming Training

Interests

  • Supporting STEM education initiatives and mentorship programs
  • App Development

Timeline

Customer Service Representative

AT&T
02.2018 - 03.2025

Project Manager

Akebono Brake
06.2013 - 04.2018

Quality Engineer

Masonite Doors
01.2010 - 10.2012

Certification of Computer Engineering And Program - Computer Programming

Midlands

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Ebane Williams