Brian Williams Email & Phone Number

Marietta, GA, US

Dublin, OH, US

• Led transformation and improvement efforts for the Customer Care business unit, which improved the Customer Experience by simplifying the way we work.
• Reduced operating expense by $2 million dollars equating to 18% of total expenses, leveraging right-shoring, process optimization, and performance management.
• Deployed technology to eliminate agent keystrokes to drive a better agent and customer experience, by reducing average speed of answer, abandon rate, and resolution cycle time by more than 15%.
• Improved the customer experience by driving a 20% reduction in workflow cycle time across supply chain, financial services, account management, and sales.

Dublin, OH, US

• Facilitated transformation efforts, which accelerated sales to $2B annually. Developed the Go to Market strategy and channel analytics for improved dealer performance. General Manager responsibilities for Tradex.
• Designed and implemented enhanced dealer segmentation and sales/customer service coverage model, leading to a 13% increase in net promoter score and 15% increase in annual sales.
• Improved the customer experience by redesigning the customer support operating model to deliver fast and accurate issue resolution.
• Led the divestiture effort of a $200M business unit (Tradex), which resulted in streamlining operations, raising capital, and improving overall business performance.

Rosemont, IL, US

• Introduced successful change throughout the organization by collaborating on strategic business planning, and design of a new centralized customer care operating model.
• Improved operational efficiency through workforce planning and consistent routines, leading to $2M annual EBITDA savings.
• Increased employee engagement by 22% over the previous year.

Rosemont, IL, US

• Directed the development and successful implementation of a new Shares Business Service Organization, by driving transactional excellence, cost savings, and improved customer experiences.
• Enhanced leadership effectiveness, centralized administrative task, simplified the organizational structure, and standardized routines for consistency.
• Enhanced leadership effectiveness through the implementation of standard work for leaders, process routines, and operational metric. These efforts generated EBIDTA savings of $6M.
• Eliminated the non-value-added activities of leaders, providing more daily time for coaching and development. These efforts reduced the leader’s non-value-added daily work time by 24%.

• Providing business optimization solutions for a diverse range of clientele utilizing Lean Six Sigma methodologies to ensure profitable operational solutions. Successful engagements with Reliable Parts and Fashion Nova.
• Reliable Parts - Installed workforce planning routines that resulted in a 30% productivity improvement in receiving and order picking/packing processes. Streamlined the transportation network, reducing transportation.
• Fashion Nova - Effectively stabilized and streamlined supply chain operations to maintain pace with tremendous growth. Designed and deployed a plan to maximize warehouse space, to double the product assortment without.

Lake Forest, Illinois, US

• Provided senior leadership to effectively manage a $650M P&L. Effectively coached and developed teams of over 140 leaders and 1,100 team members throughout a 15-state geography. Directed multiple business sales.
• Led the team to a 10% annual cost savings, during my tenure. Leveraged effective workforce planning, call center centralization, and process standardization.
• Drove profitable YOY Growth of 12%, while in role. Deployed process routines and policies that encouraged highly engaged team members to provide exceptional service across all channels.

Lake Forest, Illinois, US

• Held responsibility for managing over 600 team members, throughout five western-based distribution centers. Promoted from Director of Distribution.
• Effectively managed the build-out of a 1M sq. ft. West Coast DC, resulting in improved inventory availability, faster order cycle times, and a 15% improvement in net promoter score.
• Directly led the implementation of SAP’s Enhanced Warehouse Management System achieving $4M in cost savings and stronger synergies across the enterprise.
• Reduced inbound receipts cycle time from days to hours, and order cycle time from hrs. to mins.
• Achieved a 20% reduction in OSHA Recordable and Loss Time Accidents.

Lake Forest, Illinois, US

• Successfully led a turnaround effort for low performing distribution center team. Moved from the lowest performing distribution center to the best performing distribution center.
• Improved OSHA avoidable accident rates by 28%
• Improved throughput by 22% by improving space utilization, pick and pack travel, and labor management.
• Reduced turnover rates by 25% by increasing employee satisfaction.
• Earned Distribution Center of the year for two consecutive years.

Lake Forest, Illinois, US

• Generated Transportation Network savings of 19% across all modes of transportation by leading carrier consolidation, comprehensive vendor management, and improved performance analytics. Promoted from Outbound.
• Implemented a Transportation Management System to reduce the cost of inbound and outbound freight movement through enhanced trailer utilization.
• Reduced damaged freight rates by 11% through packaging improvements and greatly improved load management.
• Implemented a Same Day Delivery network that drove quantifiable improvement in customer satisfaction.

Lake Forest, Illinois, US

• Administered effective programs to improve outbound freight logistics, driving improved customer satisfaction, and profitable growth.
• Implemented a last-mile carrier network that provide responsive delivery to our customers.
• Reduced transportation expenses to sales by 20% by improving carrier price negotiations and co-load utilization.
• Achieved on-time delivery rates of 98% through collaborative carrier relationships and performance management.

Atlanta, GA, US

• High Performing Strategic Accounts Manager that managed relationships with top customers in the finance, Insurance, and real estate sectors. Drove double-digit profitable growth during tenure.
• Customer Service Manager that successfully managed a team of over 200 representatives in a high-volume call center.
• Area Sales Manager that managed a high performing sales team of 15 account managers.
• Operations Supervisor that led a highly engaged team to exceptional productivity, with emphasis on safety and operational excellence