William Message Email & Phone Number

Colorado Springs, Colorado Area

• Ensure all available items ordered through Pro Desk are consolidated, identified and prepared for shipment in a timely fashion.
• Ensure incoming computer-based orders are consolidated, ready for customer pickup within thirty minutes of order execution.
• General retail sales and customer support when not otherwise fulfilling orders.

Researched, purchased, renovated and provided property management for rental properties in Gilbert, Mesa, Tempe, AZ and Colorado Springs, CO.

• Led guest relations team for the spa that became one of only thirteen Forbes 5-star spas worldwide (at the time).
• Provided sales training and monthly up-sell targets and tactics for all Concierge staff.
• Responsible for hiring, training and retention of valet and concierge staff.
• Improved customer experience by measurement and correction of defects on bookings and Point of Sale errors by staff.
• Provided resolution of all guest complaints, disputes and issues.
• Project manager for all Spa construction and remodeling projects.

Duties included provision of bodywork to guests as assigned, maintaining linen stocks, cleanup of soiled linens, opening and/or closing duties, and other duties as assigned.

• Utilized SalesForce tools for ongoing monthly sales funnel management.
• Developed and implemented NSTD division customer training strategy.
• Delivered worldwide marketing and hands-on training to field sales force.
• Developed, presented introductory training to field sales, business development for new products.
• Trained major customer service providers’ personnel on features and use of new products.
• Obtained, quantified and brought proposed product enhancements into the product development processes.

Agilent Technologies

Developed and wrote product Getting Started, Use and other manuals using FrameMaker, Word, and other publishing tools for LAN/WAN/VoIP field testing products. Wrote online and on-product Help and developed theory and practical training in use of LAN/WAN/VoIP testing products.

• Developed and presented product training for major service providers’ personnel.
• Provided support of field sales engineers and end-user customers for product and business issues.
• Developed and presented neophyte sales engineering technical and product training.
• Supported close of product sales to meet or exceed sales quota for fourteen consecutive months.

• Developed and implemented Quality Management System adequate to ISO 9001 requirements.
• Developed, deployed and maintained a Lotus Notes Corrective Action closed-loop process.
• Developed and provided necessary ISO training to all division employees.

• Led Six Sigma training and implementation in new products. Developed defect flow charting to aid in mistake proofing of product and process design.
• Design and implementation of Quality systems for new products.
• Principal liaison between Design and Manufacturing teams.
• Responsible for Quality engineering tasks to support four products.
• Assignment, leadership and follow-up of tasks performed by junior engineers.

• Build/test line quality engineer for 3330 technology disk drives.
• Analyzed, interpreted and summarized data collected from process for management.
• Designed, performed and analyzed statistically valid experiments to investigate process variability.