William Horton Email and Phone Number

· Manages resource allocation· Service Level Agreement management/compliance· Coaching and mentoring new employees and engineers· Driving performance of customers KPIs· Critically analyze prioritization· Change and Major incident Management· Process flow and documentation

· Managed contract renewals, quotes and data reporting for the company's largest accounts.· Led and trained Customer Success Specialists and Customer Succuss Leads on one of the biggest account teams.· Organized site surveys and projects with internal, third party and customer teams across the country.· Responsible for managing and resolving high level priority issues, system outages, and projects.· Acted as an escalation contact for hospitals, high revenue accounts, and corporate teams.· Managed and kept Service Level Agreement goals for customers above 95%.· Invoiced and billed time and material work for multiple projects, accounts and vendors.

· Owned the overall customer experience and managed strategic customer relationships with meetings.· Increased customer awareness of resources and solutions to match customer's needs and projects.· Led Customer Success Specialists to complete daily and monthly goals of customer accounts.· Created and used reports to ensure KPIs, team utilzation, and customer's project needs.· Worked cross-functionally with Sales, Marketing, Operations, and Finance teams.· Assisted with coaching, mentoring, and training of Customer Success Specialists.· Provide quality assurance oversight and on-demand coaching as necessary.· Acted as an internal and external escalation point when required.· Facilitate regular team meetings, customer meetings, and performance reviews.

· Professionally processed all communications via ServiceNow and ITSM ticketing system.· Interfaced with technical resources to process service requests orders resolving customer issues.· Proactively sought solutions to meet the customers’ needs.· Partner with internal and external resources to ensure customer expectations are met or exceeded.· Responded to a variety of technical and non-technical customer inquiries with urgency.· Helped document and resolve new problems daily· Maintain a high level of accuracy to ensure a positive customer experience.

· Dedicated one-on-one attention, care and solutions to over 20,000 customers.· Trained agents on baggage software, management systems, computer systems, DOT policies and security policies.· Oversees peers in the immediate area to ensure safety and the daily bag matrix are met.· Created and maintained documents and a critical training guide to improve efficiency of the baggage service office.· Partnered with teams internal and external to DGS that can provide additional resources to customers.· Handled secured information with professionalism along with associated paperwork and data entries.· Entered sensitive information into various management systems, interfaces and databases.· Handled calls, identified customer's needs and maintained records of customer claims.· Coordinated 24/7 delivery for customers via outsourced delivery services.

· Handled cash transactions between customers and other cashiering responsibilities such as ensuring money was correct and customer satisfaction.· Stocking, consolidating and facing multiple areas of the store improving department efficiency.· Aided in warehouse department: Loaded and unloaded trucks while utilizing inventory management systems.· Sought out equipment training; second of five-man team to be certified on all related equipment in the department.

· Ramp lead volunteer; Supervised volunteer team of 5 to service private charter planes.· Assisted operation management and planned loads to optimize daily shift operations.· Aided Spokane International Airport Security; guarded entry control point; zero flight line security breaches.· Cargo team member; safeguarded cargo/zero cans dropped; enabled 99.7% audit rate.· Trained ramp agents on specialized equipment such as a belt loader, tug, and loader.

·Disassembled and reassembled retail displays; efficiency and attention to detail ensured on-time Grand Opening.·Stocked warehouse; organized pallet breakdowns; reduced restock time in the store.·Expediently unloaded delivery trucks without sacrificing safety; zero freight damaged.