Malena Williams
About Malena Williams
Malena Williams is a Customer Service Manager at Overstock.com, where she has worked since 2021. With extensive experience in customer service and operations management, she effectively handles complex customer inquiries and drives operational improvements.
Work at Overstock
Malena Williams has been employed at Overstock.com since 2020, initially serving as a Customer Service Supervisor before advancing to the role of Customer Service Manager in 2021. In her current position, she manages complex customer complaints and inquiries, demonstrating advanced problem-solving skills. Williams plays a crucial role in ensuring compliance with legal policies and company procedures within customer service operations. She also develops strategies to improve Net Promoter Scores (NPS) by analyzing customer feedback and performance data.
Previous Experience in Customer Service
Before joining Overstock.com, Malena Williams held various positions in customer service management. She worked at RentReporters as a Customer Service Supervisor from 2019 to 2020. Prior to that, she served as Customer Service Manager II at Wayfair for eight months in 2017 and 2018. Williams also has extensive experience from her time at Focus Services, where she held multiple roles, including Supervisor/Quality Specialist and Director of Operations, from 2007 to 2013.
Background in Operations Management
Malena Williams has a background in operations management, having worked as an Operations Manager at Black Turtle Services for five months in 2015 and as a Supervisor for two years from 2013 to 2015. In her role as Director of Operations at Focus Services from 2011 to 2013, she contributed to operational efficiency and management. Her experience in these roles has equipped her with skills in planning and managing changes within call center environments.
Education and Expertise
Malena Williams completed her education at Ben Lomond High, where she studied General Studies and earned a diploma from 1999 to 2004. Her educational background, combined with her extensive experience in customer service and operations management, has provided her with a solid foundation in handling complex customer interactions and improving service delivery.
Skills in Communication and Negotiation
In her professional roles, Malena Williams has demonstrated strong communication and negotiation skills. She liaises with third parties to resolve customer service issues effectively. Her ability to communicate clearly and negotiate solutions has been a significant asset in her customer service management roles, particularly at Overstock.com.