William L Leinweber Email & Phone Number

Cincinnati, Ohio, United States

Author of "Where Do I Belong?" - a personal monologue about my experience as a gay stutterer and my longing for belonging.Author of "Bill's 5 Rules For Success - What every teenager should know before starting their first job."

Erlanger Kentucky

Greenville Wisconsin

♦ Administered customer care functions for the premier distributor of products, programs, and services tailored for the educational and institutional marketplace with revenues exceeding $650 million.♦ Coordinated order processing operations spanning 7 locations, in addition to an overseas partner.♦ Improved relationship between customer care and sales.

Boca Raton Florida

♦ Created multi-user written communications to support a highly confidential project for Office Depot.

♦ Consulted B2B and retail business owners, leveraging expertise in customer experience and process optimization.♦ Developed and delivered customer service training for Cincinnati companies, including Sun Chemical and Meridian Bioscience.

Austin, Texas Area

♦ Delivered training to employees at the Office Depot Inside Sales Center in Austin, TX to promote the importance of superior customer service practices.♦ Assessed effectiveness of sales processes for the development of the new Inside Sales Center.♦ Provided mentoring, coaching, call monitoring and assessment, curriculum evaluation and conducted roll-play.

♦ Directed client implementation operations for a unit of Luxottica, one of the largest U.S. vision benefits companies.♦ Implemented systems that ensured positive customer experience for client, member, provider, and broker.♦ Achieved highest scores for client satisfaction through cohesive leadership of large client project team.♦ Analyzed processes and.

♦ Gained promotion to co-lead, and provide strategic guidance for the company's largest initiative to date.♦ Championed the development and implementation of a 600-seat Customer Experience Center (CEC) that served the entire United States, responding to 20,000 daily contacts, and supporting $3 billion sales.♦ Implemented customer on-boarding programs and.

♦ Restructured operations at 4th largest division, with revenue of $185 million, staff of 60, and $2 million budget.♦ Facilitated increase in annual division revenue by over $20 million, and reduced Customer Care staffing 25%.♦ Reduced annual expenses $800,000 through consolidations, and efficiency of new technology and processes.♦ Improved sales associate.

♦ Optimized IT operations, including redesign of desktop and network technical and decision support functions.♦ Successfully managed $5 million in asset inventory for 7 locations, and provided leadership to 4 direct reports.♦ Drove increased customer satisfaction to top quartile by reducing service turnaround from 72 hours to 4-8 hours.♦ Decreased annual.

♦ Launched a new divisional model for customer service across 5 branches, customer sites, and staff of 70.♦ Led a corporate-level process improvement team, and supervised division-wide ISO 9001 certification.♦ Achieved Service Levels of 90% calls answered in 20 seconds, less than 3% calls abandoned and CSAT scores of 9.2/10.♦ Created a comprehensive sales.