Open to opportunities

Robinette Williams

@robinettewilliams

Message

I lead customer operations, onboarding, training, and process improvements that reduce friction.

United States

Message

What I'm looking for

I'm looking for an operations, implementation, or customer enablement role where I can improve onboarding, build scalable workflows, use data to reduce customer friction, and partner across Product, Technology, and Operations teams.

At DART and JPMorgan Chase, I lead customer operations teams, develop onboarding and training programs, and create documentation that improves workflow adoption and service delivery.

I've used customer feedback, performance data, and root-cause analysis to identify friction points, refine processes, and support more seamless customer journeys. My work includes coaching teams, resolving escalations, strengthening quality compliance, and partnering with Quality, Training, Technology, HR, Operations, and CX teams.

I'm focused on building scalable systems, clear SOPs, and practical enablement experiences that help teams perform confidently and support long-term customer retention.

Experience

Work history, roles, and key accomplishments

Current

Supervisor, Customer Relations & Support

Current

DART - Dallas Area Rapid Transit

Nov 2025 - Present (9 months)

Lead and coach a team of Customer Relations & Support Representatives, developing training and coaching frameworks. Analyze customer feedback and performance data to identify development needs and partner with Operations, HR, and CX teams.

Leadership Coaching Training Customer Feedback Analysis Data Analysis Documentation SOP Development Cross Functional Collaboration

Customer Service Concept Center Operations Supervisor

JP Morgan Chase

Jun 2022 - Oct 2025 (3 years 4 months)

Supported onboarding and enablement for new specialists by developing structured training programs and workflow documentation. Analyzed customer and operational data to identify friction points and improve the customer journey.

Onboarding Training Process documentation Data Analysis Escalation Management Cross Functional Collaboration Coaching Performance Development

Customer Service Operations Supervisor

JP Morgan Chase

Aug 2021 - May 2022 (9 months)

Facilitated onboarding and training for new team members across multiple customer service platforms. Improved quality compliance and customer satisfaction by implementing targeted training strategies and workflow refinements.

Onboarding Training Compliance Customer Satisfaction Performance Improvement Cross Functional Collaboration

Outreach Operations Supervisor

JP Morgan Chase

May 2020 - Aug 2021 (1 year 3 months)

Guided specialists through onboarding and workflow adoption, ensuring consistent execution of outreach processes. Leveraged daily performance data to identify trends and support continuous improvement initiatives.

Onboarding Data Analysis Coaching Documentation Continuous Improvement

Volunteer Media Consultant

Oak Gardens Church

Aug 2018 - May 2020 (1 year 9 months)

Supported digital media operations and content workflows, reducing technical interruptions by 30% through improved training and troubleshooting protocols. Developed onboarding and training materials for new volunteers.

Digital Media Training Troubleshooting Documentation Workflow Optimization