William G. Sample Email & Phone Number

United States

• Directed all aspects of project management including strategic planning, budgeting, staffing, forecasting, KPI goals, and IT initiatives for our customer service team.
• Led cross-functional projects to develop product specs, user material, and packaging prior to product launch.
• Negotiated contracts with vendors, suppliers, customers, and partners.
• Provided executive support to our authorized distributors, big box retail partners, and 3rd party parts/service provider to resolve any issues quickly.
• Established and implemented departmental policies, goals, objectives and procedures in conjunction with board members, organization officials, and staff members.
• Worked closely with the Product Development and Production teams to improve quality and assure the integrity of our products during the manufacturing process.

United States

• Performed periodic evaluations of staff performance using established coaching and development criteria to provide world class service.
• Analyzed call center metrics to identify areas of improvement in efficiency, effectiveness, and customer experience.
• Implemented strategies to improve customer retention and overall satisfaction by analyzing direct customer feedback and NPS data.
• Developed and implemented effective strategies to reduce costs while maintaining quality standards.
• Worked closely with our B2B clients to build rapport and maintain a solid relationship so that all of their needs are being satisfied.
• Established and monitored KPIs goal to optimize company performance.

Englewood Cliffs, New Jersey

• Design, develop and test reporting solutions using various tools and platforms to develop, measure, track, and report on key performance metrics and ROI
• Work with program management, as their business intelligence leader, to propose and develop enhanced reporting and dashboards to provide continual program improvement
• Consolidate and deliver data reports to help drive data-based strategic decision making
• Validate data, daily, through cooperation from team members and regular spot checks
• Guide the business, serving as subject matter expert and thought leader, through the resolution of complex reporting and analysis problems by leveraging an analytic mindset to develop visualization of key trends and.
• Partner with other technology teams to influence, maintain and effect changes to existing reporting systems and applications and act as key liaison between the business unit and software development teams

United States

• Developed detailed KPI reports analyzing trends in customer service metrics such as response time, resolution rate, abandon percentages.
• Applied coaching and development techniques to mentor team members in providing excellent customer support services.
• Assisted customers with troubleshooting technical problems related to products or services offered by the organization.
• Conducted regular reviews of existing processes and procedures to isolate gaps and implement efficient resolutions.
• Led cross functional teams to pro-actively isolate issues related to features and services prior to launch.
• Proactive focused on fraud prevention by recognizing red flags and following specific training techniques to identify suspicious activity.

Freehold, New Jersey, United States

• Sold wholesale products such as medical, janitorial, and safety supplies to municipalities and the private sector through the procurement bidding process.

United States

• Developed detailed KPI reports analyzing trends in customer service metrics such as response time, resolution rate, abandon percentages.
• Applied coaching and development techniques to mentor team members in providing excellent customer support services.
• Assisted customers with troubleshooting technical problems related to products or services offered by the organization.
• Conducted regular reviews of existing processes and procedures to isolate gaps and implement efficient resolutions.
• Led cross functional teams to pro-actively isolate issues related to features and services prior to launch.
• Proactive focused on fraud prevention by recognizing red flags and following specific training techniques to identify suspicious activity.

United States

• Monitor and document agents to ensure they are meeting or exceeding their current job responsibilities
• Meet 80% Daily Service Level requirement.
• Assistance and guidance to team including identifying areas of training needed for agents
• Coaching & Development / Implement HDLC Ongoing Training
• Handle customer complaints / Escalation contact which will include off hour beeper support
• Manage multiple projects / Hardware, Software rollouts simultaneously

United States

• Met requirements of DSI (Digital Sell in) in excess of 55% monthly
• Met Service Level goal of 90% or better for 17 consecutive months
• Supervised the Development of Universal Help Desk Plan
• Served as Project Manager for the implementation of the Inbound Sales Team
• Successfully reduced the amount of daily workflow allocated to outside vendors from 16% to 4% resulting in dramatic cost reduction.
• Manage review of timesheets as it relates to employee benefits (vacation, flex, floaters, FMLA)

United States

• Distribution Services Team Leader
• Act as support for Supervisor
• Answer questions from the agents regarding policy and procedure
• Resolve customer complaints on behalf of our dealer partners.
• Provide support / training to our new hires
• Facilitate activation’s of all new accounts