Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Timeline
Generic

Brandon Williams

Columbus,Ohio

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

15
15
years of professional experience

Work History

Global VOC Manager

Univar Solutions
08.2021 - 10.2023
  • Increased global team productivity by implementing streamlined processes and effective communication strategies.
  • Achieved global departmental goals by developing and executing strategic plans and performance metrics.
  • Enhanced global customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Led change global management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
  • Cultivated partnerships with external stakeholders to maximize business opportunities and extend network reach within the industry sector.
  • Drove global operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Derive insights from customer-generated data, interpret reporting dashboards, translate analysis into actionable recommendations for various stakeholders.
  • Manage current voice of customer listening surveys and implement new surveys using Qualtrics and/or other similar solutions; ensure accuracy and timeliness of surveys and invitations.
  • Collaborate with vendor administrators to integrate data requirements into file architecture necessary to maintain end-to-end surveys and create ad-hoc surveys.
  • Conduct training and provide support for survey application users; act as survey application administrator; manage user profiles and application access roles.
  • Provide technical support and guidance for the survey closed-loop process, socializing the importance of follow-up through best practices and standardized communication expectations.
  • Create and administer interactive dashboards to provide updates for various audiences including members of senior leadership.
  • Championed the Qualtrics XM Advocacy platform. Connecting with and advising various external companies on best in practice techniques to drive their Customer Experience program further.
  • Assisted our internal EX Program with technical support and data analytics. Hosted quarterly meetings to brainstorm ideas, share insights and boost the EX Program.

Sales Support/Customer Solutions

Univar Solutions
03.2020 - 03.2021
  • Continued all functions listed below for Sales Support through Innosource
  • Sand Box and QA Testing for many SFDC Enhancements including E2C, Lightning and Material Document Storage
  • Maintained NICE Satmetrix Surveying
  • Broadened survey response rate and populace for NICE Surveying
  • Maintained and Administrated Closed Loop Process for NICE Survey
  • Conducted training on Closed Loop Process for NICE
  • Act as a liaison between our new Survey Platform Qualtrics and Univar Solutions Members
  • Assisted in creation of US NPS Survey and Dashboards via new Qualtrics Vendor/Platform
  • Created Surveys and Dashboards for Individual Regions on a Global Scale for NPS Surveying including designing them in multiple languages
  • Maintain and Manage all Survey and Dashboard day to day functions on Global Scale
  • Conducted training for all Global and ChemCare VOC Representatives
  • Provide technical support and varying guidance on Survey/Dashboards for Qualtrics Platform for our Global
  • Provide feedback and insights on customer generated data to Global Reps
  • Assisted and Tested SFDC Enhancements for Qualtrics Platform integration
  • Pinpoint additional listening posts and provide feedback to Sales Managers for Closed Loop Process
  • Socialize importance of survey feedback and maintaining the Closed Loop Process
  • Pinpoint CX Feedback KUDOs for employee praise
  • Perform other VOC Related Tasks as necessary.

Sales Support

Innosource (Univar Solutions Contractor)
08.2019 - 03.2020
  • Current Sales Support functions, overall day to day escalation, training, mentorship and testing
  • Assigned to Bridge Team to assist in escalation and overflow of Sales Support/CSR and Customer Solution functions
  • Training of entire LN Sales Support team in LU SFDC and cross trained LU Sales Support in LN functions
  • Mentorship of Dublin and off-site Sales Support
  • Tableau training for entire Sales Support teams and OV Seller, Inside Sales and individual requests
  • CSR functions such as Billing, Credit, PO Tracking, TSC Changes, Territory Assignments, NAFTA/COO and Tax Exemption
  • Creation of multiple training documents and power points currently used by Sales Support in all locations
  • Assist in projects assigned by Supervisor and Manager
  • Learned new materials and functions on my own to later share and train to rest of staff
  • Handle individual emails, Bridge Team email box and Customer Solutions email box
  • Catch all assistance on multiple levels to help business flow and SOP.

3D Modeling

Commissioned 3D Art (Self Employed)
01.2019 - Current
  • Create 3D Models and Maps via multiple Design focused programs
  • Proficient in Unity, Blender, CATs and Atlas Mapping
  • Creation of 3D models for full body functionality in the Virtual Reality scene for games like VRChat and Pavlov etc
  • Creation of Dynamic Bones and joints for full body movement
  • Weight Painting clothing and other materials to models
  • Creation of Dynamic Worlds including active weather and day/night cycles
  • Develop Audio Boxes for world ambience
  • Animations including keyframing for timing of effects
  • Various other related commissions and requirements as request.

Loss Prevention and Safety Manager

Bon-Ton Store Inc.
12.2015 - 06.2018
  • Administer systems and programs to reduce loss, maintain inventory control, or increase safety
  • Monitor compliance to operational, safety, or inventory control procedures, including physical security standards
  • Analyze retail data to identify current or emerging trends in theft or fraud
  • Coordinate or conduct internal investigations of problems such as employee theft and violations of corporate loss prevention policies
  • Develop and maintain partnerships with federal, state, or local law enforcement agencies or members of the retail loss prevention community
  • Maintain documentation of all loss prevention activity
  • Including MDR, MSDS, LPMS, Cases, Audits and Building Maintenance
  • Recommend improvements in loss prevention programs, staffing, scheduling, or training
  • Handle staffing needs for Safety and Housekeeping
  • Host Weekly and Monthly meetings for All Staff and Management regarding building statistics
  • Work alongside OSHA to ensure building safety standards are properly enforced
  • All staff onboarding training for Loss and Safety protocols
  • Track data on incidents and implement corrections or re-evaluate training procedures
  • Work with Workers' Compensation to submit data and investigate incidents
  • Installation of IP cameras (fisheye and bullet) for many locations and repositioning of others
  • Setup NVR recording specifications and IP maintenance
  • Physical maintenance and troubleshooting of new alarm systems such as long-range heat/motion detectors and glass tamper detectors
  • Troubleshooting and physical maintenance of all internal IP cameras
  • Creation of building maps and data collection using Microsoft excel and other programs.

Loss Prevention & Safety Supervisor

Bon-Ton Store Inc.
12.2010 - 12.2015
  • Installation and reposition of internal CCTV systems
  • Physical maintenance and troubleshooting of alarm systems such as motion detectors, photo eye beams and RF tag scanners
  • Physical and Software maintenance of DVR and NVR systems for camera recording and control
  • Administer systems and programs to reduce loss, maintain inventory control, or increase safety
  • Monitor compliance to operational, safety, or inventory control procedures, including physical security standards
  • Analyze retail data to identify current or emerging trends in theft or fraud
  • Coordinate or conduct internal investigations of problems such as employee theft and violations of corporate loss prevention policies
  • Develop and maintain partnerships with federal, state, or local law enforcement agencies or members of the retail loss prevention community
  • Maintain documentation of all loss prevention activity
  • Including MDR, MSDS, LPMS, Cases, Audits and Building Maintenance
  • Recommend improvements in loss prevention programs, staffing, scheduling, or training
  • Train loss prevention staff, retail managers, or store employees on safety/ loss control prevention measures
  • Verify correct use and maintenance of physical security systems, such as closed-circuit television, merchandise tags, and burglar alarms
  • Investigation and submission of associate incident and accident reports
  • Inspect and evaluate workplace environments, equipment, and practices, in order to ensure compliance with safety standards and government regulations
  • Provide new-employee health and safety orientations and develop materials for these presentations
  • Maintain and update emergency response plans and procedures.

Inventory Supervisor and Interim Loss Prevention

Macy's Store Inc.
02.2009 - 12.2010
  • Receive and count stock items, and record data manually or using computer
  • Verify inventory computations by comparing them to physical counts of stock and investigate discrepancies or adjust errors
  • Mark stock items using identification tags, stamps, electric marking tools, or other labeling equipment
  • Compile, review, and maintain data from contracts, purchase orders, requisitions, and other documents in order to assess supply needs
  • Investigate known or suspected internal theft, external theft, or vendor fraud
  • Identify and report merchandise or stock shortages
  • Solicit Feedback from customers on store and merchandise
  • Present Feedback and Paper Survey data to Upper Management
  • Perform covert surveillance of areas susceptible to loss, such as loading docks, distribution centers, or warehouses
  • Assist in apprehension and surveillance of suspected shoplifters in accordance with guidelines.

Education

High School Diploma -

Rainier
Rainier, WA
03.2008

Skills

  • Highly motivated and dependable in achieving goals
  • Strong organizational skills and attention to detail
  • Competitive, efficient, hardworking and enthusiastic
  • Detailed well organized and skilled in setting priorities
  • Work effectively both as a team member and independently
  • Excellent problem-solving skills
  • Tech Savvy for both Hardware and Software
  • Expert in Qualtrics and NICE/Satmatrix Surveying and Analytics Platforms
  • Problem Resolution

Accomplishments

  • Collaborated with a small team in the development of Global Customer Experience implementation resulting in various Gold and Silver awards recognized by the USCXA & iCXA for 2022 and 2023.

Affiliations

  • Qualtrics Advocacy Team

Timeline

Global VOC Manager

Univar Solutions
08.2021 - 10.2023

Sales Support/Customer Solutions

Univar Solutions
03.2020 - 03.2021

Sales Support

Innosource (Univar Solutions Contractor)
08.2019 - 03.2020

3D Modeling

Commissioned 3D Art (Self Employed)
01.2019 - Current

Loss Prevention and Safety Manager

Bon-Ton Store Inc.
12.2015 - 06.2018

Loss Prevention & Safety Supervisor

Bon-Ton Store Inc.
12.2010 - 12.2015

Inventory Supervisor and Interim Loss Prevention

Macy's Store Inc.
02.2009 - 12.2010

High School Diploma -

Rainier

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