Christine Williams
Columbus
Summary
Dynamic and results-oriented Call Center Executive with over20 years of progressive leadership experience. Expert in managing large teams, optimizing call center operations, and overseeing high-profile client accounts in the financial services and consumer goods sectors. Proven success in managing401(k) and retirement investment portfolios for major corporate clients, enhancing service delivery, and ensuring compliance with industry regulations. Adept at driving performance, mentoring staff, and aligning business objectives with strategic goals. Currently pursuing a Master of Business Administration with a focus on further enhancing leadership and business acumen.
Overview
31
31
years of professional experience
Work History
Call Center Manager
OneMCI
06.2024 - Current
- Lead and supervise a team of over500 call center representatives, managing operations across multiple client accounts, including Rubbermaid, Graco, and World Kitchen Products
- Consistently exceed performance goals by implementing cutting-edge customer service strategies, improving call response times, and boosting customer satisfaction rates across all accounts
- Develop and execute training programs to foster staff development, resulting in enhanced productivity and improved performance metrics
- Manage scheduling, staffing, and payroll for all call center staff, ensuring compliance with company policies and optimizing workforce efficiency
- Collaborate with cross-functional teams to streamline processes, reduce costs, and increase profitability, contributing to overall business growth
- Oversee client relationships, providing quarterly reviews and strategic recommendations to ensure client satisfaction and account retention
- Utilize data-driven analysis to make informed decisions, improve service quality, and drive continuous improvement in operational processes
Call Center Manager
T. Rowe Price, Investment Firm
02.2013 - 05.2024
- Managed a call center team of750 representatives, overseeing401(k) and retirement investment portfolios for over seven major corporate clients, including Exelon, Baltimore Gas and Electric, and TE Connectivity
- Ensured compliance with industry regulations and company standards while managing retirement plans for over5,000 employees across multiple accounts
- Optimized call center operations by developing and implementing strategies to meet key performance indicators (KPIs), including customer satisfaction, first-call resolution, and operational efficiency
- Managed all aspects of payroll, employee scheduling, and attendance tracking, ensuring accurate and timely compensation for all staff members
- Led human resource functions including recruitment, onboarding, employee development, and performance evaluations, contributing to low turnover rates and high employee engagement
- Fostered a collaborative, high-performance culture through ongoing coaching and leadership, ensuring the continuous development of talent within the organization
- Maintained strong relationships with clients by providing expert guidance on retirement planning, conducting regular business reviews, and ensuring that service delivery aligned with client objectives
Assistant Director of Payroll
New York City Department of Transportation
01.2001 - 12.2012
- Supervised the payroll department, overseeing payroll processing for thousands of city employees, ensuring compliance with state and federal regulations
- Implemented systems to improve payroll accuracy, reduce errors, and streamline operations across the department
- Led the development of payroll policies and procedures, ensuring alignment with city regulations and fostering efficient workforce management
Grant Writer & Director of Ryan White Care Program
Black Veterans for Social Justice
01.1994 - 06.2001
- Directed the Ryan White Care Program, leading the development and execution of grants to secure funding for veterans' social services programs
- Managed the Mental Illness and Chemical Addiction (MICA) program, working closely with local and federal agencies to provide comprehensive care and support services to veterans
- Oversaw program budgets, ensuring that funds were allocated effectively to meet program objectives and maintain compliance with grant requirements
- Worked with stakeholders to identify community needs, develop program initiatives, and ensure the successful implementation of services
Education
Master of Business Administration (MBA) -
Strayer University
01.2026
Bachelor of Science - Forensic Psychology
John Jay College of Criminal Justice
New York, NY05.2012
Skills
- Call Center Operations Management
- 401(k) & Retirement Investment Management
- Payroll Administration
- Human Resource Management
- Client Relationship Management
- Performance Metrics & KPIs
- Strategic Planning & Execution
- Data Analysis & Reporting
- Employee Training & Development
- Process Improvement
- Cross-functional Collaboration
- Leadership & Team Building
- Project Management
- Budgeting & Grant Writing
Timeline
Call Center Manager
OneMCI
06.2024 - Current
Call Center Manager
T. Rowe Price, Investment Firm
02.2013 - 05.2024
Assistant Director of Payroll
New York City Department of Transportation
01.2001 - 12.2012
Grant Writer & Director of Ryan White Care Program
Black Veterans for Social Justice
01.1994 - 06.2001
Bachelor of Science - Forensic Psychology
John Jay College of Criminal Justice
Master of Business Administration (MBA) -
Strayer University
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