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I am a detail-oriented professional with experience in quality assurance, client care, and business support. I am a Licensed Esthetician and Marketing student at Western Governors University, with a proven ability to evaluate performance, enhance service quality, and support team goals. I am known for strong communication, adaptability, and a proactive approach to problem-solving.…

Eboni Williams

QA Engineer, Project Manager, Content Producer, +2

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I am a detail-oriented professional with experience in quality assurance, client care, and business support. I am a Licensed Esthetician and Marketing student at Western Governors University, with a proven ability to evaluate performance, enhance service quality, and support team goals. I am known for strong communication, adaptability, and a proactive approach to problem-solving.…

Available to hire

Las Vegas, United States

I am a detail-oriented professional with experience in quality assurance, client care, and business support.

I am a Licensed Esthetician and Marketing student at Western Governors University, with a proven ability to evaluate performance, enhance service quality, and support team goals. I am known for strong communication, adaptability, and a proactive approach to problem-solving.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Work Experience

Quality Assurance Analyst at Nations Benefit

January 1, 2024 - June 1, 2024

Monitored and evaluated customer service calls to ensure quality, accuracy, and compliance with company standards. Provided detailed feedback and coaching to agents to enhance communication and service delivery. Identified call trends and areas for improvement to support team performance and client satisfaction. Collaborated with leadership to maintain consistency and service excellence during high-volume surge periods. Assisted in improving overall customer experience and operational efficiency and contributed to moving the team from #44 to #4 in QA metrics.

Knowledge Manager (Chat Support Expert) at Nations Benefit

November 1, 2024 - Present

Serve as a subject matter expert, managing research and maintaining up-to-date knowledge resources. Deliver internal training and collaborate across departments to resolve inquiries efficiently. Streamline processes and contribute to improved organizational knowledge systems. Provide real-time guidance and solutions during live chats to help agents with policies, procedures, and troubleshooting. Ensure accuracy, consistency, and excellent customer experience by supporting agents with policies, procedures, and troubleshooting.

Customer Center Agent Support Lead at Nation's Benefits

November 1, 2023 - Present

Provide exceptional service by guiding members through plan benefits and hearing care solutions. Educate members on available products and services to enhance quality of life. Address inquiries with empathy, active listening, and consultative communication skills.

Member Experience Associate at Nation's Benefits

May 1, 2022 - November 1, 2023

Lead and manage a remote customer support team to ensure high-quality service delivery. Oversee daily operations, performance metrics, escalated issue resolution, and agent training. Foster a positive and collaborative team environment to support service excellence.

Business Customer Service Representative at Sprint Corporation

November 1, 2017 - January 1, 2020

Acted as a point of contact for Sprint business customers as their direct representative. Assigned 40,000 accounts each quarter to contact customers and ensure all business needs are met. Assisted with sales for B2B accounts.