Maria Williams

Dynamic and results-driven leader with a 15+ year track record of leading high-performing teams to deliver exceptional customer experiences. Recognized for exceeding performance benchmarks and driving operational efficiency through strategic leadership and continuous process improvement. Skilled in coaching and developing teams, resolving escalations, and fostering a culture of excellence and accountability.

Adept at implementing innovative solutions to enhance customer satisfaction and achieve business objectives.

Led and inspired a dynamic team of 10–15 Entry-Level and Senior Coordinators in Customer Service and Collections, serving as the face of the business for partners and customers. Oversaw performance management, team development, and operational excellence to consistently exceed customer experience and efficiency standards. Recipient of multiple Manager of the Month/Year Awards and the Presidential Award. Served as Peer Mentor focused on driving workforce engagement.

• Performance Management: Delivered consistent results by driving team accountability for key metrics, including occupancy, pen rates, and customer satisfaction, while ensuring alignment with organizational goals.
• Cross-Functional Leadership: Collaborated with peers to oversee business-level functions, including logistics, quality, innovation, and morale, contributing to overall operational excellence.
• Team Development: Motivated and coached associates to achieve career aspirations through tailored development plans, monthly performance reviews, and real-time feedback.
• Operational Excellence: Spearheaded numerous operational improvement initiatives to enhance efficiency and quality across department functions, achieving measurable gains in team effectiveness.
• Process Optimization: Created and implemented standardized procedures for customer settlements, saving $31M in charge-off exceptions, earning the prestigious Presidential Award, and being named Cross-Site lead.
• Administrative Excellence: Streamlined administrative processes, including timecard management and team reporting, to enhance operational productivity and compliance.
• Project Leadership: Executed high-impact projects with precision, ensuring timely completion of administrative tasks and cross-functional collaboration with key business units.
• Managerial Enhancements: Streamlined Coaching/Disciplinary Action Documents for 3 Business Units, resulting in zero returns and becoming the POC for all units, increasing efficiency and eliminating delays.
• Change Leadership: Maintained high morale during periods of change by fostering excitement, adaptability, and resilience within the team.
• Escalation Resolution: Proactively addressed and resolved escalations daily, demonstrating strong problem-solving and stakeholder management skills.
• Metrics-Driven Execution: Defined and communicated performance metrics, leveraging scorecards and appraisals to align team objectives with business priorities.

High School Diploma | Northampton County High School – East

Radioman- Foreign & Domestic Communications | United States Navy