Kenneth Williams
Customer Experience and Operations Manager
Pompano Beach, FL 33060
kenwilliams19@gmail.com
+1 954 618 8975
Professional Summary
Resourceful operations leader with 15 years of experience in management and retail operations. Proventrack record of driving significant sales growth, including increasing e-commerce revenue from $2,500to $25,000 daily. Skilled in team leadership, customer service excellence, and complex problem-solving,consistently exceeding customer expectations and enhancing operational efficiency. Holds a 6–20Resident All Lines Adjuster License and a strong background in training and development.
Authorized to work in the US for any employer
Work Experience
Claims Generalist Associate
Progressive -Fort Lauderdale, FL
April 2023 to Present
• Complete vehicle inspections, write estimates, determine total loss evaluations, and set clearexpectations and timelines
• Negotiate repair process with body shops
• Document information related to the claim and make decisions consistent with claims standards andlocal laws
• Evaluate and handle claim payments and resolution of claims without payments
• Review and determine validity of any supplement requests
Case Manager
Choice Home Warranty -Sunrise, FL
November 2022 to April 2023
• Assist with appeals process for non covered claims.
• Educate the customer on policy inclusions and restrictions
• Where applicable, make adjustments to determinations
• Provide industry leading customer service
Case Manager Lead, Post-Sales
The Shade Store -Pompano Beach, FL
July 2021 to November 2022
• Responsible for all onboarding, training and development of case managers
• Assisted on escalated cases by providing unique solutions and owning complex cases that requiredcatered resolutions
• Provide world-class customer service by promptly and professionally handling inquiries from casecreation through resolution with the intent of exceeding Customer expectations • Develop solution plan to address issues, sometimes multiple and inter-disciplinary in nature, includingcoordinating customer’s time with that required and available by Production and Measure and Installdepartments
• Develop and maintain a high degree of product and procedural knowledge required to effectively handleinquiries to desired levels of resolution
Assistant Store Manager
Walmart -Coral Springs, FL
May 2009 to July 2021
• Grew E-commerce business from $2,500 daily sales with an 8-person team to $25,000 daily sales withan over 50 person-team
• Multiple positions held, including: Customer Service Manager, multiple department manager, Assistantmanager roles overseeing various areas
• Consistently saw sales increases of 17-56% in areas of responsibility
• Responsible for staffing, onboarding, training and development of associates
• Organized specialized teams to handle complex projects within the store
Education
Bachelor's degree in Business
Florida Atlantic University – Boca Raton, FL
Present
Certificate in Hospitality and Tourism Management
Florida Atlantic University – Boca Raton, FL
May 2020 to June 2020
Associate's degree in Supervision and Management
Broward College – Fort Lauderdale, FL
2016 to 2018
Associate's degree in General
Palm Beach State College – Boca Raton, FL
May 2012
Skills
•Retail management (10+ years)•Computer skills•Jabber (CRM) (2 years)•Customer service•Customer retention (1 year)•Organizational skills•Vendor management (10+ years)•Claims Management (2 years)•Finesse by Sysco (CRM) (2 years) Certifications and Licenses
6-20 Resident All Lines Adjuster License
April 2023 to Present
Groups
Alpha Phi Omega National Service Fraternity
Present
Alpha Phi Omega is the largest service fraternity in the world. We provide service to the community andthe nation, through selfless acts of giving.
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