Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic
Eric W. Will

Eric W. Will

Customer Service Manager
North Port,FL

Summary

Develop, implement, and review complex programs, ability to work with multiple agencies or departments in high stress or crisis environments, and develop policies and procedures for diverse workforce. Analyze program results and implement changes. Certified National Trainer, Lean Six Sigma Certified, and Strategic Planning. Work with teams in a five-state area.

Overview

21
21
years of professional experience
4
4

Certifications

Work History

Customer Serviced Manager

LGI Homes
09.2023 - Current
  • Respond to and resolve warranty claims using the Corrigo system.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Followed through with client requests to resolve problems.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Train other communities on the warranty process and best practices

Supervisor Lowes Home Improvement

Lowes
06.2020 - 09.2023
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
  • Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
  • Department Supervisor for: Plumbing, Electrical, Lumber, and Pro

Realtor

Keller Williams and Exit King Realty
06.2019 - 01.2023
  • Licensed Florida Realtor
  • Coordinated various aspects of real estate transactions such as inspections, appraisals, and financing arrangements, minimizing delays and challenges for clients.
  • Built lasting relationships with clients through excellent communication, personalized service, and dedication to their needs.
  • Developed strong knowledge of local market conditions, allowing for accurate pricing strategies and targeted marketing efforts.
  • Enhanced client satisfaction with diligent follow-up after closing, ensuring a positive experience overall.

Wargame Analyst and VBS2 Senior Consultant

Booz Allen Hamilton Inc.
09.2013 - 06.2019
  • Decision Analytical Functional Community Leadership Team
  • Virtual Battlespace Simulations Integrator for the State of Wyoming. Replicate realistic training environments on a 52 computer intranet system.
  • Identify gaps in training and assist units with resources requests for support coordination
  • Manage, maintain, problem solve, and troubleshoot networked computers
  • Develop Marketing Plan and facilitate plan implementation
  • Work as a member of a five state team to provide the most updated information and world class training.
  • Accomplishments: Increased customer usage by over 150%. Improved the efficiency of training by establishing naming conventions, processes and procedures. Improved relations with client by demonstrating knowledge of system and demonstrated professionalism.
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
  • Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
  • Implemented predictive analytics techniques that enabled proactive adjustments to business strategies based on emerging trends.

Operations Officer (S3) and Assistant S3 (SIMS) Battle Major

Wyoming Army National Guard, Cheyenne, WY
12.2011 - 06.2016
  • Wrote Operational Plans and Orders for four battalions and headquarters battery
  • Reviewed and coordinated subordinate unit plans and actions
  • Maintained a common operating picture to allow commander to make informed decisions
  • Coordinated staff supervision over a number of closely related functions including intelligence, communications, target acquisition, survey, meteorology, lethal and nonlethal fires, liaison and NBC operations
  • Battle Major during training exercises and combat missions to manage resources and information, make timely decisions, execute plans, and brief superiors.
  • Accomplishments: Received Army Commendation Medal for doing an excellent job performing two pay grades above current rank (Captain in a Lieutenant Colonel position). Received The Adjutant General’s Coin for Excellence, Received Brigade Commander’s Coin for Excellence, and recommended for early promotion to the rank of Major. Promoted to Major one year ahead of peers.
  • Conduct training plans for a Brigade that encompasses 5 states
  • Updated and published standard operating procedures (SOPs) using stakeholder, customer and employee input and feedback resulting in clearer and more useful instruction for users.
  • Provided excellent customer care to maintain and improve customer relations, strengthen loyalty and increase product and service sales.
  • Implemented processes that simplified procedures and reduced average processing time.
  • Coordinated and led meetings to inform management and stakeholders of operational challenges and suggested improvements.
  • Enhanced productivity through developing and implementing effective standard operating procedures.
  • Championed change management initiatives aligning staff attitudes and behaviors with organizational goals.

Rank: Major

Wyoming Military Department, Camp Guernsey, WY
05.2008 - 09.2013
  • Company Overview: Directorate of Plans, Training, Mobilization, and Security (DPTMS)
  • Activity Director for three budgets totaling over $1MM. Oversee all spending authority for Range and Training Area Sustainment and Modernization and Training Aids, Devices, Simulators, and Simmunitions.
  • Wrote rules and regulations for all staff within Operations department, reviewed and make recommendations to said policies and procedures
  • Supervise the training and professional education of over 40 employees in varying job status (State, Federal Technician, Active Guard, Temporary, and Contract employees).
  • Write, implement, and update the Anti-Terrorism/Force Protection Plan and Range Complex Master Plan for Camp Guernsey
  • Work closely with Environmental Agency to ensure environmental compliance for all activities
  • Oversaw coordination and safety of combined arms firing exercises ensuring standards were met
  • Planed, directed, and managed range activities
  • Read and interpreted regulations and directives for application to and implementation in Operations department
  • Developed, prepared, and revised training center range regulations based upon regulatory changes, and construction projects.
  • Developed 5-year training plan for Camp Guernsey and Wyoming Military Department for new national Guard database Range Complex Master Plan
  • Developed and implemented new procedures for billing unites training at camp
  • Oversight and authorization of 5 sustainment budgets
  • Increased efficiency and improved knowledge management practices by developing Standard Operating Procedures for Operations along with Range Safety Books for the Range Specialists
  • Accomplishments: Increased operating budget from $54,000 to over $400,000. Increased the amount of training at Camp Guernsey from 168,000 to over 268,000 and dramatically reduced the number of safety incidents caused by training. Selected to present Counter-Improvised Explosive Device lane development session to all National Guard Installations, work on Range Complex Master Plan resulted in two multi-million dollar ranges programmed for construction and three latrines for various locations. Received the Employer Support of the Guard and Reserve Seven Seals Award for meritorious leadership and initiative. Featured in articles published in GX and Signal magazines for construction of the Counter - Improvised Explosive Device lane at Camp Guernsey, WY.

Supervisor Manager

C Company 3/364th Engineers, 191 Infantry BDE, First Army Division West (TS)
12.2005 - 05.2008
  • Company Overview: United States Army, Fort Lewis, WA
  • Assist in managing and controlling $600,000 ROTC budget
  • Project manager for training range requiring cost estimates, timelines, and supervision of work
  • Coordinate with Department of Public Works, Range Control, Post and Brigade Safety, as well as multiple civilian businesses for resource requirements; such as, equipment, manpower, and construction materials
  • Coordinate with multiple battalions for manpower and equipment
  • Prepare and brief project status weekly
  • Provide Leadership Training for National Guard, Reserve, Active Army, and Air Force units that are deploying to Iraq or Afghanistan.
  • Provide Coaching, Training, and Mentorship for Sargent First Class and above on leadership skills. Developed and Instructed leadership courses for six company-sized units in Base Defense tasks and Live Fire Exercises
  • Read and Implement First Army Safety Regulations and ensure that Battalion is in compliance. Make recommendations to Safety Training Program and provide weekly briefs to Brigade Safety Officer.
  • Battalion Safety and Information Security Officer
  • Observer, Controller, Trainer (OCT) Certified
  • Coach, Train, Mentor and Counsel Lieutenants and Platoon Sergeants of National Guard Units and United States Air Force that are preparing to deploy to Afghanistan, Iraq, or Guantanamo Bay, Cuba.
  • Antiterrorism Level II and Combat Life Saver Certified
  • As Battalion Security Officer ensured staff is not violating information classified laws, security checks of buildings, and inspections.
  • Construction Project Manager for multiple projects being conducted concurrently.
  • Accomplishments: Helped design a 1500 capacity FOB (Forward Operating Base) used for training deploying units. Praised by First Army Commander and is now Brigade’s premier training facility. Work included: planning, resource, designing, coordinating for manpower requirements, estimating costs, purchasing material within budget constraints, constructing, outsourcing equipment needs and working within a constricted time constraint. Built: Dining Facility, Guard Towers, Tent reinforcement, Pressurized Hygiene Station, and Ground Preparation. I saved the Army over $200,000 on shipping containers and construction for mock Iraqi village used for C-IED and Base Defense Operations training. Wrote an operations and maintenance/repair Standard Operating Procedure manual for a pressurized Hygiene Station. Prepared and Briefed First Army Commander on project and presented with MG Coin and impact Army Achievement Medal for outstanding work. Awarded impact Army Accommodation Medal
  • Assigned FOB construction Project Officer in June, 2006. Work included: Coordinating for external and internal power, prepared ground for construction, installed security lighting and fencing, worked with multiple agencies and Army units for equipment and manpower. Constructed: motor pool area, landing zone area, road improvement, drainage considerations, parking area, 19 framed tents, three guard towers, dining facility, tables, serving tables, personal hygiene station, pump house, and advised on construction of shower tent, IED (Improvised Explosive Device) building and Iraqi Village design. Prepared courses of instruction for unit leadership and Base Defense Operations.

Platoon Leader: Rank First Lieutenant, Deployed for Operation Iraqi Freedom III

Idaho Army National Guard
06.2004 - 12.2005
  • Company Overview: C Company 1/116th Engineers, 116th BCT
  • Platoon Leader responsible for training and leading 28 soldiers into combat, led over 200 Combat Missions and brought all soldiers back alive
  • Coalition Forces Police Representative to two Iraqi Police Departments in Riyadh, Iraq to assist with resources, training, and communications, for SWAT.
  • Accomplishments include: Designed and implemented a training program, participated in city counsel, local and regional police meetings. Helped designed, resource, and implement Force Protection measures for several villages in Iraq for Parliamentary Elections. Helped construct a residential home for Habitat for Humanity while training in Louisiana. Constructed Company Tactical Operations Center while at Forward Operating Base McHenry, Hawijah, Iraq. Identified as one of the best platoons in the battalion during training in Fort Bliss, TX and selected for advanced training in Fort Polk, LA. Awarded Army Commendation Medal

Education

MBA - Business

University of Phoenix
On-line
01.2016

B.S. - Criminal Justice

Sam Houston State University
Huntsville, TX
01.1994

A.A.S. - Police Science

Sheridan Jr. College
Sheridan, WY
01.1990

Skills

  • Certified instructor for leadership briefings
  • Computer: type 65 WPM, Web Design, Share Point, Power Point, Excel (Basic, Intermediate, and Advanced), Microsoft Word
  • Equipment: backhoe, dump truck, forklift, loader, skid steer, metal work (cutting and grinding with some welding), power tools, and many various vehicles

Customer service

Problem-solving

Microsoft outlook, word, and Excel

Customer focused

Customer relations

Time management

Training and mentoring

Decision-making

Excellent time management skills

Adherence to high customer service standards

Exceptional interpersonal communication

Complaint resolution

Team building and leadership

Effective workflow management

Customer relationship management (CRM)

Exceptional telephone etiquette

Conflict resolution techniques

Relationship building

MS office

Quality assurance

Handling escalations

Issue resolution

Staff training

Product knowledge

Training and coaching

Customer retention

Conflict management

Staff management

Meticulous attention to detail

Project management

Skilled trainer

Staff education and training

Performance evaluations

Continuous improvement

Sales expertise

Quality assurance controls

Regulatory compliance

Process improvement specialist

Verbal and written communication

Team building

Focused on customer satisfaction

Skilled multi-tasker

Accomplishments

  • Developed exemplary research skills which helped alleviate customer issues quickly and effectively, saving relationships.
  • Reduced 167 outstanding warranty claims to zero while simultaneously becoming Construction Manger Certified.
  • Built Power Point presentation on how to build a home on scattered lots in North Port, FL.
  • Maintain over 10 Inventory Homes to ensure they are perfect for the sales team.
  • Coordinate and Market LGI Service Impact Day, 2025
  • Train other communities on the Warranty Claim process and best practices

Certification

Certified National Trainer

Lean Six Sigma Certified

Strategic Planning Certified


Timeline

Customer Serviced Manager

LGI Homes
09.2023 - Current

Supervisor Lowes Home Improvement

Lowes
06.2020 - 09.2023

Realtor

Keller Williams and Exit King Realty
06.2019 - 01.2023

Wargame Analyst and VBS2 Senior Consultant

Booz Allen Hamilton Inc.
09.2013 - 06.2019

Operations Officer (S3) and Assistant S3 (SIMS) Battle Major

Wyoming Army National Guard, Cheyenne, WY
12.2011 - 06.2016

Rank: Major

Wyoming Military Department, Camp Guernsey, WY
05.2008 - 09.2013

Supervisor Manager

C Company 3/364th Engineers, 191 Infantry BDE, First Army Division West (TS)
12.2005 - 05.2008

Platoon Leader: Rank First Lieutenant, Deployed for Operation Iraqi Freedom III

Idaho Army National Guard
06.2004 - 12.2005

B.S. - Criminal Justice

Sam Houston State University

A.A.S. - Police Science

Sheridan Jr. College

MBA - Business

University of Phoenix

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