Keisha Williams
Marietta,MI
Summary
Customer-focused and results-driven Director of Client Services with over 10 years of leadership experience in multi-site call center operations, insurance claims, and complaint resolution. Proven track record of delivering measurable improvements in service delivery through AI automation (Replicant AI, Pasario AI), optimizing SLA compliance, and strengthening long-term partnerships with insurance carriers, franchisees, and customers. Skilled in streamlining processes, leading cross-functional teams, and mitigating operational risk to achieve strategic business objectives.
Overview
12
12
years of professional experience
Work History
Director of Client Services
ServiceMaster Restore – National Franchise Operations
08.2023 - Current
- Manage three 24/7 call centers with 25+ team members supporting 200+ franchisees and national insurance partners.
- Reduced escalation response time by 60% through implementation of a triage and complaint-routing system.
- Led full integration of Replicant AI and Pasario AI, automating 35% of claims intake and increasing routing accuracy by 40%.
- Migrated telephony platform from Nextiva to Dialpad, improving call analytics and reducing outages by 70%.
- Improved complaint closure rate by 55% and reduced average resolution time by 48 hours.
- Strengthened franchise compliance by 45%, improving satisfaction scores by 30% year-over-year.
- Acted as lead liaison for Allstate, State Farm, and Farmers to ensure SLA alignment and trust-based communication.
Insurance Claims Manager
ServiceMaster Restore – National Franchise Operations
11.2020 - 08.2023
- Oversaw 20 staff across the Claim Capture Unit and National Accounts Customer Service Team.
- Directed the Complaint Resolution Team, improving first-contact resolution by 42% and documentation accuracy by 65%.
- Resolved 300+ escalated claim disputes, leading complex settlement negotiations and avoiding program penalties.
- Audited over 400 estimates per year, reducing pricing rejections by 38%.
- Developed and implemented a risk mitigation framework, reducing repeat complaint patterns by 50%.
- Provided operational training during AI rollout, reducing agent handling volume by 30%.
National Account Customer Service Manager
ServiceMaster Restore
09.2017 - 11.2020
- Managed high-level complaint resolution for national insurance accounts, meeting a 2–10 day resolution benchmark.
- Strengthened cross-departmental collaboration to streamline service issue resolution and escalation processes.
- Built interactive dashboards using Zendesk and Excel, improving issue tracking and data visibility.
Legal Compliance Specialist
ServiceMaster HQ
11.2016 - 09.2017
- Audited insurance documentation across multiple ServiceMaster brands, improving compliance by 40–50%.
- Flagged and escalated over 100 high-risk policy lapses, enhancing program protection and legal readiness.
Claims Capture Unit Team Lead
ServiceMaster HQ
07.2013 - 11.2016
- Supervised agents handling 1,000+ inbound service calls weekly, increasing team QA scores by 25%.
- Reduced intake errors by 35% by designing SOPs and facilitating targeted training.
- Worked with vendor AnswerLink to align intake protocols and maintain service consistency.
Education
Bachelor of Science - Management
University of Phoenix
Memphis, TN01-2019
Skills
- Call Center Management
- Client & Carrier Relationship Management
- Complaint Resolution
- SLA & KPI Compliance
- AI Integration & Automation
- Escalation Handling
- Risk Mitigation
- Team Leadership & Coaching
- Estimate Review & Audit Oversight
- Process Optimization
- CRM & Telephony Systems (Zendesk, Dialpad)
- Franchise Operations
- Cross-Functional Collaboration
- Service Recovery Strategy
- Quality Assurance
Accomplishments
- Awarded “2022 Marion E Wade Excellence Award”
Technical Skills
Microsoft Office 365, Salesforce, Zendesk, Freshworks, SharePoint, Smartsheet, Dialpad, Replicant AI, Pasario AI, Xactimate, XactAnalysis, Symbility/Claims Connect, Visio, QuickBooks, CORE, Respond365
Timeline
Director of Client Services
ServiceMaster Restore – National Franchise Operations
08.2023 - Current
Insurance Claims Manager
ServiceMaster Restore – National Franchise Operations
11.2020 - 08.2023
National Account Customer Service Manager
ServiceMaster Restore
09.2017 - 11.2020
Legal Compliance Specialist
ServiceMaster HQ
11.2016 - 09.2017
Claims Capture Unit Team Lead
ServiceMaster HQ
07.2013 - 11.2016
Bachelor of Science - Management
University of Phoenix
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