Mekin Williams
Tucson
Summary
Customer Success and Quality Strategy professional with 8+ years of experience enhancing client onboarding, adoption, and engagement in SaaS and service-based environments. Proven track record in guiding customers through complex implementations, optimizing processes, and delivering training programs that drive retention and long-term success. Experienced in managing high-volume customer portfolios, collaborating cross-functionally, and utilizing data-driven insights to improve customer experiences.
Overview
13
13
years of professional experience
Work History
Real Estate Agent
Realty One Group Integrity
Tucson
04.2021 - Current
- Manage onboarding and ongoing engagement for 1,200+ clients, guiding them through complex real estate transactions from initial consultation to closing.
- Educate clients on processes, timelines, and requirements, reducing confusion and accelerating decision-making.
- Collaborated with lenders, inspectors, and title partners to coordinate seamless onboarding and transaction execution, enhancing client satisfaction.
- Identified and resolved onboarding bottlenecks, improving client experience and minimizing delays.
- Maintained accurate client data and tracked onboarding progress using CRM systems, ensuring timely follow-through.
Project Manager - Instructional Design
Intuit
Tucson
11.2017 - 02.2021
- Designed and delivered training programs that reduced onboarding friction and improved customer experience at scale.
- Led onboarding and enablement programs for new products and services, enhancing customer adoption and user readiness.
- Partnered with Product, Support, and Operations teams to align onboarding strategies with customer needs and business goals.
- Analyzed onboarding performance metrics and user feedback to identify gaps and implement targeted improvements.
- Delivered virtual training sessions to national and global teams, enhancing product understanding and user engagement.
Quality Control Analyst
Intuit
Tucson
10.2013 - 11.2017
- Identified onboarding gaps and process inefficiencies, contributing to improvements that reduced customer call volume by 15%.
- Partnered with cross-functional teams to improve onboarding workflows and customer experience.
- Evaluated customer interactions and onboarding experiences, ensuring alignment with service standards and enhancing overall quality.
- Delivered frontline customer support to identify onboarding challenges and address customer pain points.
- Maintained detailed reports and analyses to drive continuous improvement initiatives.
Education
Bachelor's Degree -
Southwestern Christian College
Terrell, TXSkills
Timeline
Real Estate Agent
Realty One Group Integrity
04.2021 - Current
Project Manager - Instructional Design
Intuit
11.2017 - 02.2021
Quality Control Analyst
Intuit
10.2013 - 11.2017
Bachelor's Degree -
Southwestern Christian College