Destiny Williams
Temple Hills
Summary
Customer relations and data management professional skilled in fostering positive experiences and driving team performance. Developed training programs that improved service delivery and customer interactions, while leveraging data analytics to identify trends and enhance operational efficiency. Committed to achieving excellence in customer service and compliance.
Overview
10
10
years of professional experience
2
2
Certifications
Work History
CRM & Data Management Specialist
American Federation of Government
03.2020 - 08.2025
- Maintained statistical database using Zendesk to track customer complaints, resolutions, and satisfaction ratings.
- Formulated techniques for quality data collection to meet expected adequacy, accuracy and legitimacy targets.
- Troubleshot data-related problems and coordinated maintenance or modifications to correct defects.
- Created training guides and in-person and online training courses to improve customer user experience in Broadstripes CRM environment.
- Developed customer engagement activities to enhance experience and increase patronage.
- Assisted customers with opening accounts and signing up for new services.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Followed up with customer support personnel on overdue tickets to identify and address root causes of delays.
Strategic Analyst & Field Organizer
American Federation-Teachers
12.2015 - 09.2019
- Partnered with workers to assess goals and formulate strategies that organized and established G.A.G.E., Georgetown Alliance of Graduate Employees.
- Developed and executed campaign plans addressing budget issues, intellectual property, contract negotiations, and worker safety to enhance union effectiveness.
- Contributed to the growth and victorious election that officially recognized G.A.G.E. as the graduate workers union, resulting in 89% membership from the bargaining unit.
- Recruited and trained over 200 volunteers to equip teams for independent organization and mobilization of their bargaining unit.
Education
Professional Certificate - Cyber Security
John Hopkiins
Baltimore05-2026
Some College (No Degree) - Mass Communication
Lincoln Memorial University
Harrogate, TNSkills
- CRM software proficiency
- Data management
- Customer data analysis
- Data analysis techniques
- Data privacy regulations
- Performance tracking and evaluation
- Strategy development
- Team building
- Attention to detail
- Effective communication
Certification
• Oracle Cloud Infrastructure Certified Foundations Associate - Aug 2025
Timeline
CRM & Data Management Specialist
American Federation of Government
03.2020 - 08.2025
Strategic Analyst & Field Organizer
American Federation-Teachers
12.2015 - 09.2019
Professional Certificate - Cyber Security
John Hopkiins
Some College (No Degree) - Mass Communication
Lincoln Memorial University