Williams Nartey

Led a team of 16 North America-facing agents, implemented weekly coaching cadence and side-by-side sessions to improve CSAT and AHT, and owned escalations and complex cases to stabilize operations and reduce downtime through first-level IT support.

Facilitated carriage of goods by negotiating rates, arranging transportation, tracking shipments and resolving transit issues for North American shippers, while directing a team of five brokers and supporting driver networks to meet client logistics needs.

Supervised resolution specialists for North America-facing support, conducted side-by-side coaching and training to reduce customer effort, and acted as escalation point for complex queries, earning top-performer recognition during tenure.

Resolved complex technical issues for North American customers using CRM and ticketing tools, mentored new hires, and achieved a record of 25 positive customer responses in a single day for complex inquiries.

Completed a Virtual Assistant Program covering client communication, scheduling, and productivity tools.

Completed Project Management Fundamentals introducing scope, risk, scheduling, and stakeholder management.

Completed GBCE coursework in business foundations including accounting, commerce, and human resources.