S Williams

Client Services Executive & Operations Specialist

Deloitte Digital • Fulltime

Jan 2021 - Oct 2025 • 4 yrs 9 mos

Supported business operations and client services for News Corp Australia's Inside Sales department, directly contributing to operational excellence and team effectiveness across 7 cross-functional departments. Managed client complaint resolution, led operational support to sales team members, and coordinated across stakeholders in 7 departments to align objectives. Performed quality assurance checks, designed and delivered training sessions, and collaborated with internal teams to refine operational processes. Tracked and optimized active campaigns, maintained documentation, and identified process gaps. - Managed end-to-end client complaint resolution across 25+ weekly tickets, maintaining 95% same-day response rate and 98% client satisfaction while upholding professional standards and operational excellence. - Led operational support to sales team members, addressing 40+ operational queries per week, resulting in improved team productivity and reduced bottlenecks in workflow execution. - Coordinated across stakeholders in 7 departments to align objectives, deliverables, and timelines, ensuring 100% on-time project delivery for critical client requirements. - Ensured the mails are routed through rightful channels in salesforce. - Maintained customer data in salesforce ensured no duplication is left through timely audit. - Performed quality assurance checks on 200-800 print and digital campaigns per week, ensuring full compliance with News Corp standards and reducing rework by approximately 30%. - Designed and delivered training sessions to new hires focused on business operations, tools (Salesforce, AWS, GAM), and standard operating procedures, reducing onboarding ramp-up time. - Collaborated with internal teams across IT, Sales, and Client Success to define and refine operational processes, reducing manual handoffs by 25% and improving turnaround time (TAT).

Business operations Executive

Object frontier • Fulltime

Feb 2020 - Nov 2020 • 9 mos

Directed business operations support for the organization while managing executive administration for Senior Vice President, enhancing operational efficiency and senior leadership effectiveness. Key Achievements & Responsibilities: - Maintained seamless internal communication across 3 organizational levels (SVP, operations team, and departmental units), coordinating interdepartmental initiatives and improving cross-functional alignment. - Generated detailed business performance reports monthly using Excel and G-Suite, presenting KPIs and operational insights to senior management that informed strategic decision-making. - Led cross-functional process optimization initiatives, identifying workflow inefficiencies and implementing solutions that reduced operational costs and improved team efficiency. - Provided comprehensive operational support to team members, ensuring adherence to SLAs and workflow deadlines, with 98% on-time task completion rate. - Managed SVP's calendar and scheduling, coordinating 50+ monthly appointments with clients and subordinates, maintaining seamless executive availability, and reducing scheduling conflicts. - Prepared and organized board meeting agendas, presentations, and supporting documents for board meetings and strategic business events. - Represented the organization professionally across all internal and external interactions, upholding organizational values and maintaining positive stakeholder relationships.