Summary
Overview
Work History
Education
Skills
Timeline
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William Kraft

Haines City,FL

Summary

Experienced professional with over 16 years in customer service and retail, specializing in roles like Customer Member Specialist and General Merchandiser. Skilled in order management, problem-solving, and cashiering, I have a proven track record of implementing strategies that boost customer loyalty and retention. Proficient in data analytics to uncover customer trends and preferences, driving enhanced service offerings. Known for being hardworking, honest, and loyal, with a talent for leading and managing teams across diverse settings.

Professional with strong expertise in member services, prepared to deliver impactful results. Skilled in building relationships, problem-solving, and ensuring member satisfaction. Adept at team collaboration and adapting to changing needs. Strong communication, organizational, and conflict resolution abilities, consistently driving successful outcomes.

Overview

17
17
years of professional experience

Work History

Delivery Driver

Lyft/Uber
04.2024 - Current
  • Delivered packages to customer doorsteps and business offices.
  • Completed on-time deliveries by choosing best and most efficient routes.
  • Improved customer satisfaction by ensuring timely and accurate deliveries of products.
  • Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
  • Operated vehicle safely in highly congested areas with no traffic violations.
  • Completed rush deliveries on tight timetables to satisfy customer needs.
  • Maintained upbeat, positive attitude in busy, customer-focused environment.
  • Managed customer inquiries and complaints in polite and professional manner.
  • Enhanced delivery efficiency by optimizing routes using GPS navigation and mapping tools.
  • Verified accuracy of all deliveries against order forms.
  • Maintained strong relationships with clients through proactive communication and personalized service.
  • Demonstrated exceptional time management skills in consistently meeting tight deadlines without compromising quality or safety.
  • Inspected and maintained delivery vehicles regularly to keep in safe working order.
  • Increased repeat business through excellent customer service and prompt resolution of any issues or concerns.
  • Developed strong working knowledge of local traffic laws and regulations to facilitate smooth navigation on-the-job safely.
  • Operated light trucks to deliver loads as far as 100 miles from home location.

Customer Member Specialist

Sam's Club
03.2022 - 04.2024
  • Member service desk, cashiering, and all customer service-related tasks including upselling, problem solving and payment services.
  • Leverage data analytics to identify trends in customer behavior, preferences, and purchasing habits to improve personalized upselling strategies for members.
  • Implement strategies to enhance customer loyalty and retention through personalized interactions and tailored service offerings.
  • Develop and maintain strong relationships with key customers to gather feedback and insights on their shopping experience, preferences, and needs, in order to continuously improve service offerings and exceed customer expectations.
  • Develop and implement a comprehensive training program to ensure Customer Member Specialists are equipped with the necessary skills to provide exceptional service, drive upselling opportunities, and effectively address customer inquiries and concerns. This training program will enhance employee performance, increase customer satisfaction, and contribute to the overall success of the customer service team at Sam's Club.
  • Collaborate with cross-functional teams, such as marketing and product development, to gather insights on customer preferences and shopping behaviors, and utilize this information to create targeted promotional campaigns and product offerings that drive member engagement and increase sales.
  • Utilize customer feedback and insights gathered during interactions to identify opportunities for process improvement and efficiency in customer service operations, leading to enhanced customer satisfaction and streamlined service delivery at Sam's Club.
  • Engage in continuous learning and development opportunities to stay updated on industry trends, new product offerings, and customer service best practices. By proactively seeking out knowledge and honing your skills, you will contribute to a culture of excellence and innovation at Sam's Club, positioning yourself as a valuable resource for enhancing customer satisfaction and driving business growth.
  • Managed membership database, ensuring accurate record-keeping and timely updates as needed.
  • Evaluated feedback from members regularly, implementing necessary changes based on their input and suggestions.
  • Enhanced member satisfaction by promptly addressing and resolving inquiries and concerns.
  • Handled sensitive member information, maintaining strict confidentiality at all times.
  • Maintained strong knowledge of industry trends and developments, allowing for informed decision-making regarding program offerings.
  • Educated members on available benefits and resources, increasing utilization of services provided.
  • Promoted a culture of continuous learning by sharing best practices among team members for improved performance across the board.
  • Cross-trained and provided backup support for organizational leadership.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Managed timely and effective replacement of damaged or missing products.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

General Merchandiser

Target
08.2021 - 03.2022
  • Handle all Stocking, inventory, merchandising and training of team members in the store.
  • Implement innovative merchandising strategies to attract and engage customers, focusing on current market trends and consumer preferences. Use data analysis to make informed decisions that drive sales and increase overall store profitability.
  • Utilize customer feedback to identify popular products and trends, and collaborate with the buying team to ensure these items are stocked and prominently displayed in the store.
  • Collaborate with cross-functional teams to design and execute store layout changes that optimize customer flow and drive sales, leveraging both data analysis and visual merchandising techniques.
  • Analyze competitor strategies and market trends to recommend adjustments to the merchandising approach, staying ahead of industry developments and maximizing sales opportunities for Target.
  • Develop and implement sustainable and eco-friendly merchandising practices to align with Target's commitment to environmental responsibility and attract environmentally conscious customers in the market.
  • Kept sales floor clean, neat, and well-stocked for customers, helping to drive consistent sales with professional arrangements.
  • Pushed and stocked product in multiple departments and consistently met time targets.
  • Increased customer satisfaction by providing exceptional product knowledge and recommendations tailored to individual needs.
  • Managed store layouts by placing in-demand products in areas visible to customers to maximize sales.
  • Provided exceptional customer service by addressing inquiries promptly, resolving issues efficiently, and exceeding expectations whenever possible.
  • Backed up cashier staff during heavy customer flows to prevent unnecessary service delays.
  • Conducted regular price audits to maintain accurate pricing information for all products on display.
  • Maintained superior customer service levels by prioritizing customers' needs over merchandising assignments.
  • Managed inventory levels efficiently, ensuring consistent stock availability for high-demand products.
  • Updated pricing by changing labels and signage for short-term promotions and final clearances.
  • Stocked shelves to match planogram images and instructions.
  • Greeted customers and directed to requested products.

Delivery/Sales

Self Employed
10.2020 - 08.2021
  • Delivery and Pickup of Merchandise and People.
  • Utilize data analytics to identify trends and opportunities for improving delivery and sales efficiency, ultimately maximizing profitability for the business.
  • Utilize data analytics to optimize delivery routes and increase efficiency in the delivery and sales operations.
  • Implement innovative delivery and sales strategies to enhance customer experience and increase customer loyalty, ultimately leading to higher retention rates and long-term profitability for the business.

Salesman

RC WILLEY
12.2019 - 04.2020
  • Processed all sales, returns, deliveries and pick up of furniture and clearance items. Trained associates in furniture sales and customer service.
  • Managed and led teams in many different environments. I Enjoy working in a team centered environment, but I am also self-motivated. I consider myself hardworking, honest, and loyal.
  • Identify and pursue opportunities to upsell and cross-sell furniture and home accessories to enhance sales revenue and customer satisfaction.
  • Implement creative sales strategies to attract and retain customers, staying updated on market trends and competitors to maximize sales opportunities for RC WILLEY.
  • Collaborate with interior designers to create visually appealing furniture displays that attract customers and increase showroom traffic.
  • Collaborate with the marketing team to create targeted promotions and campaigns that drive sales and customer engagement, aligning with RC WILLEY's brand image and market positioning.
  • Utilize strong product knowledge to provide personalized recommendations and solutions to customers, leading to increased sales and customer satisfaction for RC WILLEY.
  • Developed strong client relationships through consistent communication and exceptional customer service.
  • Increased sales by offering advice on purchases and promoting additional products.
  • Exceeded quarterly sales targets by implementing effective sales strategies and nurturing leads.
  • Continuously updated product knowledge, staying informed of industry trends and competitor offerings.
  • Promoted and up-sold products and services to meet needs of customers.

Teller

AMERICA FIRST CREDIT UNION
04.2019 - 12.2019
  • Handle customer’s transactions. Perform all duties relating to bank teller, including deposits, withdrawals, opening & closing accounts, balancing vault & drawer, and providing excellent customer service.
  • Identify opportunities to upsell and cross-sell credit union products and services to customers during transaction interactions, contributing to increased revenue and customer satisfaction.
  • Educate customers on the benefits of various credit union products and services to promote financial literacy and drive member engagement.
  • Utilize data analytics to identify trends in customer transactions and provide recommendations for improving operational efficiency and customer service at AMERICA FIRST CREDIT UNION.
  • Implement innovative strategies to enhance the customer experience and streamline transaction processes, keeping up with evolving industry trends and maintaining AMERICA FIRST CREDIT UNION's competitive edge.
  • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
  • Disbursed cash and checks accurately while maintaining security of cash drawers.
  • Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
  • Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.

Assistant Supervisor

SMITH'S
11.2018 - 04.2019
  • Managed and trained cashiers and front-end staff. Closed out registers and prepared and made deposits. Managed the closing of the store.
  • Implement innovative strategies to increase employee engagement and productivity, ultimately improving overall team performance and customer satisfaction at SMITH'S.
  • Implement innovative strategies to optimize customer service and increase sales at the front-end through personalized interactions with customers, leading to improved customer loyalty and satisfaction at SMITH'S.
  • Collaborate with senior management to develop and implement succession planning strategies for grooming future leaders within SMITH'S, ensuring continuity and growth within the organization.
  • Develop and implement training programs for cashiers and front-end staff to enhance their skills and knowledge, resulting in improved operational efficiency and customer service at SMITH'S.
  • Managed daily tasks, delegating responsibilities effectively to optimize team resources and meet deadlines.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Addressed employee concerns promptly and professionally, maintaining high levels of job satisfaction among team members.
  • Assisted in the development of training materials to ensure a consistent learning experience for new hires.
  • Coordinated with day shift supervisor to balance staffing as workloads changed.
  • Worked closely with other supervisors to create a cohesive, high-performing team that consistently met or exceeded company objectives.
  • Conducted regular performance reviews, providing constructive feedback designed to help employees reach their full potential.
  • Revised work practices to improve efficiency, boost quality and meet production goals.
  • Managed records and documentation for payroll, inventory control and workflow.
  • Enhanced employee morale through regular recognition of individual and team achievements, fostering a culture of success and teamwork.

Elections Warehouse Coordinator

Salt Lake County Clerk Election Division
06.2008 - 06.2018
  • I managed and supervised operations processed in the Election’s Warehouse. I managed all scheduling of delivery and recovery of election machines & supplies to various voting locations, as well as logic and accuracy testing of voting machines. I drove extended cargo vans and swift vans for daily deliveries to county facilities. I managed inventory of all supplies located in the warehouse including ordering and receiving of all election supplies and equipment. I interviewed, hired and trained warehouse staff. I managed the extraction team in the ballot center, as well as company representatives. I worked as a customer service agent in all aspects of the elections including data entry, voter information, service desk and voter services.
  • I have managed and led teams in many different environments. I Enjoy working in a team centered environment, but I am also self-motivated. I consider myself hardworking, honest, and loyal.
  • Implement innovative inventory management strategies to optimize warehouse operations and ensure efficient processing and distribution of election supplies.
  • Develop and implement strategies to optimize warehouse operations, such as implementing new technologies for inventory management and streamlining delivery processes to ensure efficient and cost-effective operations
  • Enhance communication and coordination with voting locations to ensure timely and accurate delivery of election supplies, fostering strong partnerships with local communities and ensuring smooth election operations.
  • Coordinate with transportation vendors to ensure timely and efficient delivery of election machines and supplies to various voting locations, optimizing logistics and minimizing delays.
  • Create and maintain a detailed operations manual for the warehouse facility, documenting procedures, best practices, and safety protocols to ensure consistent and effective operations.
  • Ensure compliance with all local and state regulations regarding the transportation and handling of election materials, including maintaining accurate records and documentation to support audit trails and adherence to legal requirements.
  • Trained new team members in warehouse procedures, fostering a culture of continuous improvement and skill development.
  • Reduced order processing time by coordinating efficient picking, packing, and shipping procedures.
  • Performed data entry to maintain accurate records of inventory levels and shipping and receiving logs for management reports.
  • Enhanced warehouse efficiency by implementing effective inventory management strategies and streamlining processes.
  • Managed storage area by organizing floor space, adhering to storage design principles and recommending improvements.
  • Managed the receipt, storage, and dispatch of goods to ensure timely delivery to customers.
  • Handled day-to-day shipping and receiving overseeing more than 30 packages per day.

Education

High School Diploma -

Jordan High School
Sandy, Utah
06-1988

Supervisory Program -

University of Utah
Salt Lake City, Utah
07.2020

Skills

  • Customer service
  • Point of sale operations
  • Analytical problem solving
  • Inventory management
  • Retail merchandising
  • Sales expertise
  • Cash deposits management
  • Vault and drawer management
  • Project management
  • Team leadership
  • Conducting interviews
  • Operating company vehicles
  • Effective presentation skills
  • Returns management specialist
  • Goal-oriented
  • Collaborative teamwork
  • Active driver's license

Timeline

Delivery Driver

Lyft/Uber
04.2024 - Current

Customer Member Specialist

Sam's Club
03.2022 - 04.2024

General Merchandiser

Target
08.2021 - 03.2022

Delivery/Sales

Self Employed
10.2020 - 08.2021

Salesman

RC WILLEY
12.2019 - 04.2020

Teller

AMERICA FIRST CREDIT UNION
04.2019 - 12.2019

Assistant Supervisor

SMITH'S
11.2018 - 04.2019

Elections Warehouse Coordinator

Salt Lake County Clerk Election Division
06.2008 - 06.2018

High School Diploma -

Jordan High School

Supervisory Program -

University of Utah

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