William Wagner Email & Phone Number

United States

• Coach team members on their performance to become number one overall in ranking performance and grade metrics. Improved all the following: average handling time, number of positive customer surveys, staff retention and interdepartmental referrals• Perform monthly team analyzes to identify weak points, then set up improvement plans, with regular follow up to increase performance• Create and implement department wide strategy: to increase both customer retention and customer survey participation• Became number one in department, for teamwide performance metrics• Provide analysis and advice to executives on opportunities to increase efficiency and productivity to resolve customer issues resulting in improved operations and exceed Key Performance Indicator (KPI).

United States

• Project management of GEICO’s Commercial telematics product and rating structure• Developed and implemented cross departmental telematic enrollment process leading to a 20% increase of successful enrollment and engagement. • Created a process flowchart for manual and automatic customer communications, along with identifying and researching the customers’ experience with GEICO’s commercial telematics product• Created presentations and led GEICO Commercial Telematics discussions and presentations for GEICO Directors and Managers. • Managed customer outreach and research projects, where we contacted 1000 commercial telematic customers to gather customer insights on the telematics application and customer experience surveys.

Fredericksburg, Virginia

• Mentored team members in their sales tactics to become number one overall ranking in all performance metrics including sales and closure percentage.• Developed a departmentwide stratagem to increase retention and certification of new hires, leading to top three in performance in the company.• Collaborate with counterparts in Service and Homeowner/Renters departments to improve upsell techniques and improve efficiency.• Number one in department for teamwide surveys measuring customer service for last two years.• Provide analysis and advice to executives on opportunities for efficiency, productivity and customer issues to improve operations and exceed KPI.

Williamsburg, Virginia

Strategized a plan, with my project team, on how to gain a new revenue stream and increase their market share, leading to the development of a new summer beer variety twelve pack. Implemented and developed new promotional advertising, social media and event campaigns to be used before the new product release date. The social media campaign was developed by Mapping Alewerks' social media presence and awareness through analytic tools on Twitter, Facebook, and Instagram, compared to their competition, so as to identify their weaknesses. Thus myself and the project team developed and installed a robust work plan for increasing their presence and message on social media.

Williamsurg, Virgninia

I conducted secondary research regarding why faculty generally did or did not live close to The College of William & Mary. Along with my project team, we conducted primary research through focus groups, interviews, and surveys pertaining to the issue. By using census data, provided by the United States’ government, I compiled useful charts showing the migration patterns of U.S citizens with higher education. This provided for greater insights concerning “why” or “why not” College professors move closer to their work. To confirm findings, myself and the project team used GIS mapping which lead us to discover that faculty already lived close to the college. Myself and the project team developed a consumer survey that lead to valuable insights regarding the practicality of providing faculty housing and the effects of faculty integration into the college community. Lastly the porject team and I developed a final report suggesting that providing faculty housing would not be an effective solution to increase faculty’s interactions with the student community and college administration, but rather putting more time and resources into the training, mentoring and/or orientating new faculty hires could provide the desired results.

Williamsburg Virginia

Myself along with the project team successfully developed a rebranding strategy that would better align existing products with the current market, vision and goals of Michael Vahey LLC. The project team and i leveraged Michael Vahey LLC.’s management expertise and knowledge of their products and markets to glean that one of the skin moisturizer products should be rebranded to meet an existing and underserved child care market. Conducted primary and secondary research to further facilitate the shift towards product rebranding. Lastly assisted with the oral and written presentation of our suggestions and insights to the owner and stakeholders of Micheal Vahey LLC.

Williamsburg Virginia

Myself and the project team conducted a SWOT analysis, that identified areas for improvement, that was presented in a written and oral report. Achievable recommendations that would better organize business processes and increase efficiencies while connecting the organization’s goals, vision and mission, were created. Assisted the management and staff in implementing the action plan to increase business process efficiencies across coffeehouses, resulting in increased revenues through the lowering the number of operational defects and decreasing the impact of proccess bottlenecks.

Bba, Business, Management, Marketing, And Related Support Services

Activities and Societies: Student Marketing Association, Wayne F Gibbs Accounting Society, and Finance AcademyThe Raymond A. Mason School.

Bachelor’S Degree, Marketing

The College of William & Mary, being the second oldest college in the nation prides itself for cultivating the minds of the smartest.

Associate’S Degree, Business Administration And Management, General, G.P.A. 3.912

Activities and Societies: Phi Theta Kappa Honor Society, Summa cum laude, Dean's List for Academic Achievements

Business Administration And Management, General, G.P.A. 4.0

Activities and Societies: Phi Theta Kappa Honor Society, Dean's List for Academic Achievements