Her Story
About Stacy
Stacy Williams serves as Senior Customer Experience Manager for Cornbread Hemp, a THC and CBD distributing manufacturing and wellness company. In this role, which she has held for one year, she manages a team of seven consisting of two team leaders, an assistant manager, and agents, while focusing on omnichannel customer experience through chats, emails, and telephone calls. She also manages the company's AI agent and has implemented initiatives such as a customer insight and voice of the customer program along with a sales training program for the team. With 23 years of experience in customer service and customer experience, Stacy has worked across multiple industries. These include food delivery as a director of customer service, luxury retail where she launched US contact centers for Givenchy and Fenty through a BPO service, cosmetics managing contact centers and serving as a sales administrator for major retailers such as Walmart, Target, Rite Aid, and Walgreens, and construction manufacturing at Mapei where she started as a receptionist and advanced to team leader over 10 years. She credits a mentor, Patricia Simon, for guiding her into leadership. Stacy is most proud of launching the Givenchy US contact center and mentoring team members who have advanced in their careers. She attributes her success to tenacity and a willingness to explore new opportunities without dismissing them at first glance, having entered the field accidentally at Mapei. Honesty and transparency are core values she emphasizes in customer interactions and team management. Outside of work, Stacy volunteers at her daughter's school and is an active member of St. Gregory Catholic Church in Sunrise, Florida.
Her Interview
Ten minutes with Stacy
01What do you attribute your success to?
I would attribute my success to two things: tenacity and never turning away an opportunity at first glance. I was always open and willing to explore new things and different industries. Being open to new opportunities and being tenacious about those, very driven and determined to do a good job has gotten me where I am. I got into this field accidentally when I started at Mapei as the receptionist and one thing led to another.
02What advice would you give to young women entering your industry?
I would tell them to stick to their morals, always stick to their gut feeling, and never ever turn away an opportunity. Always give it a consideration. Anytime an opportunity comes your way, take a look and decide whether or not it's for you, but don't turn it away just at the first glance. Really take a look because you never know. My grandmother always used to tell me, never say no.
03What values are most important to you in your work and personal life?
Honesty and transparency are really important in the customer experience field. People are spending their money to make their lives better, so we want to be as open and honest and as transparent as we can. Once you're honest, open and transparent with your customers and with your team, your experience is always going to be 10 times better.
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