Courtney Williams
Scottsdale
Summary
Strategic product-minded operations executive with 15+ years of experience in leading customer-centric teams and launching support products at scale. Expert at translating voice-of-customer insights into roadmap priorities that boost adoption and revenue, while coaching managers and cross-functional talent in fast-moving SaaS environments. Proven success driving KPI attainment across global markets, optimizing contact-center technology, and bringing data-informed discipline to product life-cycle decisions.
Overview
15
15
years of professional experience
Work History
Senior Manager Client Optimization
Indeed, Inc.
01.2020 - Current
- Oversee 3-5 Client Optimization Managers (30-50 individual contributors) and supervise the day-to-day operations to ensure core KPIs are met; CSAT scores, Product Conversions, Utilization Rates, SLA, Abandonment Rate; currently leading in Product Conversions Globally at 150%
- Successfully initiated and ran a project with telephony partners to implement IVR options in our CRM systems and reduced Abandoned Rates by 50% QoQ.
- Implemented the recording of all Outbound calls for the America markets by partnering with various stakeholders; QSO, Telephony, Privacy and building out communications
- Continued collaboration and project work with stakeholders globally to create multiple Standard Operating Procedures (SOP) for various new implementations; i.e. Outbound calls steps, points of contacts for when known outages, i.e natural disasters
- Partnered with our Digital Engagement team and successfully launched our first live Webinar to clients on Indeed products which launched into a successful series of webinars
Client Success Manager
Indeed, Inc.
02.2018 - 01.2020
- Directly managed 8–12 specialists, streamlining day-to-day workflows and consistently outperforming service-level goals for CSAT, utilization, ASA, AHT, and first-call resolution; delivered evidence-based quarterly performance reviews that drove continuous improvement.
- Stepped in as Acting Senior Manager for four months, mentoring peer managers on performance management, cascading senior-leadership updates, and standardizing processes; built a Salesforce dashboard that gave every CS manager real-time insight and accountability, cut average chat-handle time by 48 seconds (33 sec in the first month), and helped slash escalations by 30 %.
- Partnered with Talent Acquisition to fuel rapid growth, designing “hiring-day” events, calibrating candidate profiles and compensation, and filling key roles ahead of schedule to maintain uninterrupted client support.
- Boosted productivity with targeted incentives, including a custom keyboard-shortcut reference that shaved minutes off routine tasks and raised overall team efficiency.
- Championed employee development, offering one-on-one coaching, stretch assignments, and tailored growth plans that led to five direct reports earning promotions—both within and beyond the department—in under two years.
Manager
Asurion
07.2016 - 02.2018
- Directly managed a team of 14-18 technicians and supervised the day-to-day operations of the contact center to ensure service levels were met daily
- Worked with 3rd party vendors on ad hoc projects; i.e. technicians available in Sprint retail stores via a virtual kiosk to provide on the spot technical support along with virtual technicians at conferences (75-100 people) to showcase how the app could be utilized
- Redesigned chat opening protocol to create a more efficient and personalized start to client interactions, resulting in a 2-minute reduction in average handle time and improved overall chat flow without compromising service quality.
- Mentored, coached and developed employees in their professional that led to four direct reports progress through their mandatory management courses
National Call Center Manager
EDMC
10.2014 - 06.2016
- Oversaw Inbound Team operations (15–18 employees), Reporting Analyst team (6 employees), and a Special Projects (Campaign Team) of 12–15 employees
- Led recruitment, onboarding, and performance management for call center staff—hiring, training, evaluating, and optimizing team workflows to drive service quality and operational efficiency.
- Delivered ongoing training and knowledge development, ensuring employees remained aligned with evolving departmental processes and industry standards, fostering adaptability and long-term skill growth.
- Supervised daily execution of policies and service standards, actively monitoring live customer service calls to coach staff on professionalism, accuracy, and adherence to call center protocols and organizational values.
Academic Advising Manager
EDMC
09.2013 - 10.2014
- Hired, trained and conducted performance evaluations, as well as plan and supervise the workflow for the advising staff (team of 15-18 employees)
- Responded to campus ad hoc requests, collaborated with campus personnel to support students needs
- Supervised the day-to-day application of organizational policies and procedures, in addition to supervising customer service calls to observe employee demeanor, accuracy, and conformity to departmental guidelines and procedures
Qualify and Transfer Manager
EDMC
08.2010 - 09.2013
- Hired, trained and conducted performance evaluations, as well as plan and supervise the workflow for the call center staff (team of 20-25 employees)
- Facilitated training of new hires to ensure proper understanding of day to day operations within the department
- Assisted call center management team with monitoring and evaluating call volume statistics to ensure appropriate coverage for the call center staff
- Participated in special projects with a business consulting firm to evaluate business needs and streamline department operations
- Supervised the day-to-day application of organizational policies and procedures, in addition to supervising customer service calls to observe call center employee demeanor, accuracy, and conformity to departmental guidelines and procedures
Education
MBA -
University of Phoenix
01.2010
Bachelor of Science - Kinesiology Exercise Science
Arizona State University
Tempe, AZ05-2006
Skills
- Salesforce and Tableau
- 8x8 & IVR/Telephony
- JIRA & Confluence
- MacOS & Windows
- Strategic planning
- Cross-functional team collaboration
- Operations management
- Data-driven decision making
- Data analytics
CORE COMPETENCIES
- Product Lifecycle Management
- Voice of the Customer (VoC)
- Go-to-Market Strategy
- Agile / Scrum
- Contact-Center Product Strategy
- KPI & OKR Ownership
- Cross-Functional Leadership
- Process Optimization
- Salesforce & CRM Administration
- Team Coaching & Talent Development
Timeline
Senior Manager Client Optimization
Indeed, Inc.
01.2020 - Current
Client Success Manager
Indeed, Inc.
02.2018 - 01.2020
Manager
Asurion
07.2016 - 02.2018
National Call Center Manager
EDMC
10.2014 - 06.2016
Academic Advising Manager
EDMC
09.2013 - 10.2014
Qualify and Transfer Manager
EDMC
08.2010 - 09.2013
MBA -
University of Phoenix
Bachelor of Science - Kinesiology Exercise Science
Arizona State University
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