Kevin Williams
Summary
Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.
Overview
43
43
years of professional experience
Work History
Store Manager/Retail Sales Coordinator
Healthcare Equipment
Durham, NC
04.2010 - Current
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
Lead CSR Training & Knowledge Services
Nortel Networks
Research Triangle Park, NC
09.1992 - 09.2009
- Assisted in the development of training materials to standardize employee knowledge and performance.
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
- Developed troubleshooting guides that reduced resolution time for common customer complaints.
- Established rapport with customers through active listening skills, empathetic responses, and genuine interest in their needs.
- Organized regular team meetings to discuss challenges faced within the department and brainstorm solutions for continuous improvement initiatives.
- Reduced wait times for customers by efficiently managing high call volumes during peak periods.
- Trained new hires on company policies and procedures, ensuring consistent quality of service delivery.
- Exceeded performance targets regularly by maintaining a high level of productivity and consistently delivering results.
Order Management Specialist Installer Material
Nortel Networks
Research Triangle Park, NC
09.1985 - 09.1992
- Loaded, unloaded, and moved material to and from storage and production areas.
- Checked packages and merchandise for damage and notified vendors.
- Operated pallet jacks and material moving equipment to receive and transport items from various warehouse locations.
- Performed general housekeeping and cleaning tasks.
- Completed cycle counts and monthly inventory.
- Reduced order processing times with streamlined picking, packing, and shipping procedures.
- Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
- Promoted a positive work environment by actively participating in team-building activities and taking initiative in group projects.
Order Fulfillment Associate
NC Mutual Drug
Durham, NC
08.1981 - 09.1985
- Upheld a positive work atmosphere through consistently displaying an enthusiastic attitude toward fulfilling daily tasks and supporting team efforts toward shared goals.
- Received and reviewed new orders, located requested merchandise, and promptly initiated processing.
- Handled high-priority orders with urgency, prioritizing their prompt processing and shipment to meet customer needs.
- Developed strong familiarity with warehouse technology systems, enabling quick navigation through inventory databases and expedited processing of orders.
- Enhanced warehouse productivity by effectively collaborating with team members to meet daily quotas.
- Followed procedures at all times for personal and team safety.
- Followed SOPs to avoid mix-ups and damages to orders.
Education
High School Diploma -
Liberty Christian
Durham, NC05.1981
Skills
- Customer Service
- Problem-Solving
- Customer Relations
- Multitasking and Organization
- Friendly and Positive
- Outstanding communication skills
- Inventory Management
- Cash Management
- Employee Training
- Supply Ordering
Additional Information
- In my current position I also work with multiple Medical insurance agencies, e.g. (Medicare, Medicaid, BCBS, UHC, Aetna, Humana and CIGNA) to obtain approval/coverage for various Durable Medical Equipment.
- I am proficient in multiple databases, e.g (Word, Excel, Datacare, Nymbl, Sage 50 accounting)
Timeline
Store Manager/Retail Sales Coordinator
Healthcare Equipment
04.2010 - Current
Lead CSR Training & Knowledge Services
Nortel Networks
09.1992 - 09.2009
Order Management Specialist Installer Material
Nortel Networks
09.1985 - 09.1992
Order Fulfillment Associate
NC Mutual Drug
08.1981 - 09.1985
High School Diploma -
Liberty Christian