Tyesha J Williams Customer Success Manager | Relationship Manager | Client

Ombudsman Specialist

AARP

Sep 2024 - Current (2 years)

- Managed an average of 150+ high-profile escalations per week, effectively balancing the needs of members and organizational constraints. - Ensured 100% compliance with service-level agreements by resolving cases within established 5-business-day timeframes. - Managed and processed 600+ escalated external cases per month, ensuring accuracy and completeness in all follow-ups. - Resolved 95% of escalated customer disputes within 48 hours, ensuring swift and satisfactory resolutions. - Leveraged Microsoft 365 skills to enhance case management processes, utilizing Outlook, Excel, Word, and Teams for effective problem-solving, documentation, communication, and compliance, which are critical capabilities in claims, operations, and customer s

Centurion Membership Manager

American Express

Jul 2022 - Sep 2024 (2 years 3 months)

• Strategically consulted with Card Members to educate them on benefits and grow engagement through relationship development. • Drove sales through outstanding service and deep knowledge of Amex’s travel, lifestyle, and card products and benefits. • Established relationships with travel and lifestyle partners to provide exceptional experiences for cardmembers. • Utilized consulting skills to recommend tailored products and services to Cardmembers. • Managed customer service escalations and ensured first-call resolution, applying core competencies akin to claims management. • Serviced clients globally and managed email communication effectively, leveraging refined administrative, investigative, and service skills that are fundament

Centurion Membership Professional

American Express

May 2022 - Jul 2022 (3 months)

• Collaborated with Membership Managers to service Cardmembers’ needs. • Leveraged internal resources to gain deeper understanding of Cardmembers and deliver outstanding service. • Managed customer service escalations and ensured first-call resolution. • Identified and resolved technical, account, and program-specific issues proactively. • Serviced clients globally and managed email communication effectively. • Utilized advanced Microsoft 365 skills to streamline workflow, reporting, and communication, ensuring a professional approach to service delivery. This proficiency directly supports the precision and documentation required in claims management, as my experience at American Express involved managing complex service issues en

Platinum Travel & Lifestyle Agent

American Express

Nov 2021 - May 2022 (7 months)

• Supported multiple accounts with dedicated tools and technology. • Assisted customers with booking urgent travel needs and customized travel experiences. • Educated customers on products, programs, and services related to flights, hotels, and cars. • Troubleshooted customer issues and guided them on the travel website. • Managed customer service escalations and ensured first-call resolution. • Serviced clients globally.

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Admission Advisor, Digital Marketing Certification Program

HackerU

Jun 2021 - Aug 2021 (3 months)

• Managed end-to-end engagement process for prospects from recruitment to enrollment, ensuring a seamless experience for potential students. • Conducted comprehensive phone screens to evaluate fit for the program, utilizing strong customer service skills to assess and address student needs effectively. • Performed a daily average of 150 outbound calls to potential students, leveraging Microsoft 365 tools to track interactions and outcomes efficiently. • Shared program details and career opportunities to build interest and excitement, while also managing a pipeline that aligned with team goals. • Assisted in building brand awareness, combining strategic customer engagement with a detail-oriented approach to enhance overall program vi

Admissions Counselor, Baylor University - Master of Social Work (MSW) Program (Online)

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Mar 2019 - Jun 2021 (2 years 4 months)

• Established rapport and built relationships with potential students using a consultative approach. • Guided prospective students through the admissions process. • Achieved individual sales targets and developed strategies to drive recruitment, resulting in revenue of over $3.9 million. • Utilized Excel, Talkdesk, Salesforce, Conversica, and Intercom to streamline communication. • Managed schedules for a team of 9 Admissions Counselors on Team. • Leveraged my competencies in student lifecycle management and CRM tracking, which are foundational skills that also align with claims management roles, demonstrating my ability to think critically, communicate clearly, and resolve issues efficiently. This adaptability enhances my effecti

Academic Program Specialist, Transcript Department

University of Maryland Global Campus

Feb 2019 - Mar 2019 (2 months)

• Processed transcripts and student documents using enterprise content management system. • Verified student information and ensured accurate data capture. • Handled transcript inquiries and provided support through various communication channels.

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Software Tester (Manual)/Jr. Business Analyst

Pension Benefit Guaranty Corporation PBGC

Feb 2018 - Sep 2018 (8 months)

• Worked on multiple projects, gathered requirements from business stakeholders, and performed process analysis. • Performed functional testing on software using manual methods. • Interacted with SMEs and stakeholders for requirements gathering. • Wrote test cases, performed UAT, and reported bugs. • Supported senior management at regional training meetings. • Gained hands-on exposure to workflows that align closely with customer service, claims management, and Microsoft 365, demonstrating meticulous attention to detail and structured communication. My experience required a deep understanding of claim-related workflows, which are foundational to claims management. Additionally, my ability to serve internal users, test real-world c

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Operations Specialist

Pension Benefit Guaranty Corporation PBGC

Nov 2016 - Feb 2018 (1 year 4 months)

• Supported PBGC’s user community and documented customer inquiries, ensuring a high level of service and responsiveness. • Provided troubleshooting, triage, and technical support, effectively resolving issues to maintain operational efficiency. • Analyzed and evaluated problems to perform corrections, leveraging my claims management experience to ensure compliance and thorough documentation of all actions taken. Additionally, my proficiency in Microsoft 365 enhanced my ability to manage complex data and workflows, contributing to the overall effectiveness of operations within the organization.

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Public Relations Intern

The Queens English PR

Nov 2014 - Jan 2015 (3 months)

• Solicit 5-10 businesses weekly for the Working Woman Wednesday Blog. • Assist with developing media contact lists for Fashion and Beauty and updating the list with 10-15 contacts weekly. • Maintain the Agency’s Monthly Newsletter and develop blog content. • Solicit 1-2 new business accounts monthly for PR and branding services. • Assist with securing sponsors for scholarships. • Create social media awareness campaigns, leveraging customer service skills to manage relationships and ensure all stakeholders—whether clients or media—felt supported and understood. This experience has been foundational in enhancing my professional communication abilities, particularly under deadline pressure.

Fastlane eBusiness Analyst

National Science Foundation NSF

Aug 2014 - Nov 2016 (2 years 4 months)

• Graduate Research Fellowship Program o Worked in the Graduate Research Fellowship Program (GRFP) Command Center creating technical solutions for professors who served as panelists reviewing over 25,000 applications for research funding. o Served as the Subject Matter Expert providing specialized, technical assistance, and staff support with navigating proprietary applications within the federal government environment for grant proposal submission and management. o Supported panelists through the WebEx application via phone and email. • Liaise with Agency contacts to investigate and resolve business application issues. • Maintained and updated documents in SharePoint. • Train new employees on proprietary applications (Fastlane, eJacket, R

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Public Relations Intern

Surayyah Tatum Public Relations

Jan 2014 - Jun 2014 (6 months)

• Research celebrity coaches for acting, hosting, and public speaking services. • Collaborate with a team of interns to: o Create event schedules using Google Docs and Spreadsheet. o Create press plans and write media press releases. o Pitch clients for speaking engagements, performances, hosting events, and celebrity guest appearances at conferences, workshops, and television shows. • Utilized customer service skills developed during my internship at Surayyah Tatum PR to enhance communication and client interactions, representing the brand with professionalism, empathy, and responsiveness, thereby acting as a customer experience advocate in a high-touch industry.

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Director Of Public Relations

Haute Kinky Hair

Mar 2013 - Sep 2016 (3 years 7 months)

• Build awareness and a favorable image of the company through written press releases. • Work with members of the news and social media to build a favorable image by publicizing the product through stories in print and broadcast media. • Closely monitor numerous media outlets for public comment about the company. • Manage all crises that threaten company or product image. • Build goodwill among the company’s target market through special programs and events. • Plan, promote and execute Regional Signature Brunch Tour and Meet-ups in major cities. • Cultivated relationships with bloggers, vloggers, and content creators in the natural hair and beauty communities. • Manage Administrative Staff, Interns, and Beauty Insiders, utiliz

Jr. Systems Analyst

National Science Foundation NSF

Jan 2012 - Jul 2014 (2 years 7 months)

• Support NSF's employee population by taking the initial customer inquiry via walk-ins, phone or email for technical support. • Resolved or escalated customer requests for further action as needed. • Conduct laptop security scanning assisting customers with device compliance checks. • Managed workload by querying database for open and pending requests to resolve or update as needed. • Perform account administration: reset passwords or unlock accounts in accordance with security guidelines using Active Directory. • Used Siebel (helpdesk ticketing system) to enter incoming technical issues with appropriate details as well as track assigned, open and pending requests needing updates. • Oversees onboarding of new hires and Complete exit proce

Tyesha J Williams

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