Morgan Johnson-Williams
Atlanta,GA
Summary
Knowledgable Customer Support Operations professional with 8+ years of experience in customer service, account management, and operational support within high-volume environments connecting with customers through phone, email, or chat. Effective track record of coordinating with cross-functional teams, executing recurring operational tasks with precision, and streamlining workflows to help improve efficiency and client satisfaction. Skilled in CRM/case-management platforms (Salesforce, HubSpot, JIRA, Zendesk) and documentation creation to support training and process improvements. Proficient at proactive issue detection, escalation management, and collaborating with various teams to drive solutions. Seeking to leverage my operations mindset, problem-solving skills, and FinTech experience to deliver measurable impact.
Overview
14
14
years of professional experience
Work History
Selling Partner Support Specialist (CWS)
Amazon
01.2025 - Current
- Serve as primary point of contact for operational and policy issues across multiple marketplaces; investigate, resolve, and escalate complex seller cases to internal teams (Risk, Compliance, Fulfillment) ensuring timely resolution.
- Execute recurring operational tasks (account health monitoring, listing audits) with high accuracy and on-time completion.
- Utilize internal case management systems and analytics tools to track cases, identify trends, and provide data-driven feedback for process improvements.
- Create clear documentation and guidance for sellers on platform tools, reducing repeat inquiries and improving self-service adoption.
- Established rapport with key stakeholders among our partners'' organizations, enabling productive collaborations that benefited all parties involved.
Logistics Coordinator
Roadsync Inc
05.2024 - 06.2025
- Partnered with maintenance and operations teams to troubleshoot and resolve equipment and workflow issues affecting service delivery.
- Coordinated logistics operations to streamline supply chain processes and improve service delivery.
- Implemented data-driven tracking of equipment performance, improving maintenance scheduling efficiency.
- Trained new employees on logistics procedures, promoting a consistent approach across the team.
- Facilitated cross-department collaboration to address and resolve logistical hurdles efficiently.
- Adapted quickly to unexpected disruptions in the supply chain, developing contingency plans to minimize negative impacts on business operations.
Customer Service Representative III (Team Lead)
American Express
10.2015 - 05.2024
- Led a team of customer service representatives, overseeing inbound/outbound interactions across phone, email, and chat, ensuring adherence to quality standards and SLAs.
- Managed escalations and complex customer issues, resulting in improved retention and satisfaction scores.
- Coordinated with operations and quality teams to implement process improvements that reduced average handling time.
- Managed high-volume calls while maintaining a calm and professional demeanor.
- Resolved customer inquiries and complaints through effective communication and problem-solving skills.
- Analyzed customer feedback to identify trends and recommend service improvements.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Chemical, Biological, Radiological & Nuclear Specialist
United States Army / National Guard
11.2011 - 05.2019
- Conducted high-stakes operations and training requiring strict procedural compliance, risk assessment, and cross-unit coordination—skills directly transferable to operations support and issue escalation roles.
Education
Associate of Arts - Business Administration
Bunker Hill Community College
Charlestown03.2014
High School Diploma -
South Gwinnett High School
Snellville05.2011
Skills
- Customer Success & Operational Support
- Network troubleshooting
- Project / Task Management & Prioritization
- CRM & Case Management (Salesforce, HubSpot, JIRA, Zendesk)
- Cross-functional Collaboration (Risk, Compliance, Fulfillment, Engineering)
- Financial Technology & Payment Operations Experience
- Technical troubleshooting
Timeline
Selling Partner Support Specialist (CWS)
Amazon
01.2025 - Current
Logistics Coordinator
Roadsync Inc
05.2024 - 06.2025
Customer Service Representative III (Team Lead)
American Express
10.2015 - 05.2024
Chemical, Biological, Radiological & Nuclear Specialist
United States Army / National Guard
11.2011 - 05.2019
Associate of Arts - Business Administration
Bunker Hill Community College
High School Diploma -
South Gwinnett High School