Charla Williams

Experience

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  Self Employed

  Apr 2000 - Sept 2003

  Landlord/Property Manager

  - Drafted legal documents and maintained leasing standards required by state and local entities- Conducted thorough research of qualified tenants which required background and credit checks

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  Gap Inc.

  Oct 2005 - now

  Quality Assurance Specialist

  Promote and Foster an environment in which customers enjoy high levels of service and employees are motivated to deliver top performance. - Analyzed and evaluated phone and written contacts by agent, identifying agent strengths and opportunities -Maintained consistent communication with appropriate business partners while monitoring and provided coaching opportunities for escalated and executive correspondence - Compiled monthly statistical analysis of Customer Contacts by Department. Identifying key contact drivers to determine business impact and future business needs- Communicated with and developed productive relationships with business partners across sites and functions to assist in the identification and resolution of inconsistencies- Managed and prioritized workload by documenting project milestones ensuring all deadlines were met - proactively communicated delays in deliverables and provided a detailed explanation and resolution to department leadership- Remained calibrated with peers and site leadership to ensure QA Guidelines are understood and achieved- Utilized adult learning theories and best practices to effectively facilitate training classes Show less