The hardest commitment I made was finishing my Bachelor's degree. After a years-long break, I pushed through, earned my Master's too, and my kids were there to witness it.
Phyllis Williams · In Her Own Words
Her Story
About Phyllis
Phyllis Williams is an Operations Manager at a large insurance company a role she has held for nearly thirteen years, where she oversees seven supervisors and roughly 110 full-time employees within a call-center environment. Her career at the company spans close to eighteen years and reflects a steady climb through nearly every corner of operations starting on the frontline as a customer service representative, moving into various areas to include leadership responsibilities before ultimately returning back to the call center she once worked in. Altogether, she brings more than three decades of experience in financial services to her work, including twenty-four years focused specifically on insurance, giving her a rare, ground-level understanding of the operations she now manages. Before returning back to the insurance side of the business, Phyllis spent several years in the investment industry, where she rose to co-manage a branch and earned her Series 7 and Series 63 licenses, credentials that remain part of her professional background even though they are no longer active. Her academic foundation includes a Bachelor of Business Administration in Marketing from Columbus State University, followed years later by a Master of Science in Organizational Leadership with a concentration in Human Resource Management, also from Columbus State — a degree her employer fully funded as an investment in her continued growth. She now serves as a board member of the university's Alumni Association, staying connected to the institution that shaped much of her professional path. Outside of her operational responsibilities, Phyllis has dedicated herself to community involvement, spending four to five years as a member of United Way's Women United and its Leadership Committee, while also supporting St. Jude Children's Research Hospital as a donor. She describes her leadership style as hands-on and relational, making a point of regularly connecting with frontline staff to build trust and mentor emerging leaders. Reflecting on her career, Phyllis credits much of her success to mentors who believed in her before she fully believed in herself, along with a determined, get-it-done mindset she has carried since her earliest days in the workforce — one that has also shaped how she balances her professional ambitions with her role as a supportive parent.
Her Interview
Ten minutes with Phyllis
01What do you attribute your success to?
I attribute my success to the good leaders I've had along the way who invested their time in me and had faith and confidence in my abilities. I also credit my get-it-done attitude, which I've carried throughout my entire career, along with my commitment to standing behind my children and supporting the paths they chose for themselves.
02What’s the best career advice you’ve ever received?
The best advice I've ever received is to never sell yourself short. I understand what I'm fully capable of and it is typically more than I give myself credit for. I have learned the value of surrounding myself with people who are honest with me and support me, and who show that support through their actions. It’s easy to say what you are going to do but what matters most are your actions aligned with your words.
03What advice would you give to young women entering your industry?
I would tell young women not to sell themselves short and not to doubt their capabilities. If you can see it, you can be it — never limit your own potential. I'd also encourage them to position themselves around people who will be honest with them and support them. Take every challenge as an opportunity throughout your journey.
04What are the biggest challenges or opportunities in your field right now?
I would say that challenges create opportunities to make something or someone better as opposed to being seen as a negative. During my time in the investment industry it was male dominated but I chose to be a part of the team and was widely supported by many of the male counterparts who wanted me to be successful. I chose to focus on learning the dynamics of the business and getting the job done rather than focusing on the fact there were fewer women and women of color in the space. As it relates to potential opportunities in my field, I see the inherent need in the growing integration of AI and technology into operations, as well as adjacent fields like cybersecurity and IT.
05What values are most important to you in your work and personal life?
The values most important to me are being trustworthy, honest, reliable, and having integrity. I believe in walking my walk and talking my talk, staying open to feedback, and being candid with the people around me. My parents raised me to exude confidence when speaking to others, telling the truth to avoid having to keep up with the false narratives and always treat people the way you would want to be treated. It’s foundational and I am most appreciative of having them growing up. I am strong in my faith and believe God has a plan and purpose for my life and that’s what keeps me grounded.
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