William Hicks
Winston-Salem,NC
Summary
Seasoned Operations Manager and talented leader with 4 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
20
20
years of professional experience
Work History
General Manager of Operations
Cellular Sales Verizon
06.2013 - Current
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Chaired weekly meetings with executive leadership to identify opportunities for improvement, establish milestones, and tailor products to individual markets.
- Trained, coached and mentored staff.
- Enhanced and redefined organizational structure to maintain competitive edge across territories.
- Designed modern employee recognition program which boosted productivity and improved morale.
- Improved productivity while reducing staffing and operational costs 75%.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Assistant Store Manager
Verizon Wireless
06.2008 - 06.2013
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Sales Representative
Alltel Communications
03.2006 - 06.2008
- Managed customer accounts to secure customer satisfaction and repeat business.
- Trained and mentored new sales representatives.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
- Developed and implemented sales strategies to increase profits.
- Used customer insights to develop innovative sales strategies to increase sales.
- Generated weekly and monthly reports on sales performance to provide recommendations to meet sales goals.
Rehabilitation Technician
Hugh Chatham Family Medicine. Proud Associate Of Hugh Chatham Memorial Hospital
01.2004 - 03.2006
- Established collaborative relationships with patients through consistent and meaningful communication.
- Answered telephones and performed light clerical duties to maintain smooth operations while attending to various program needs.
- Communicated back to nurses and therapists regarding patient performance and condition.
- Transferred, moved and ambulated patients to and from departments with wheelchairs and stretchers.
- Assisted in patient care.
- Informed nurses and therapists of any requests from physicians, patients and visitors.
Education
High School Diploma -
Starmount High School
Boonville, NC05.2022
Associate of Business Administration -
Surry Central High School
Dobson, NC08.2004
Skills
- Motivational Leadership
- Government Rules and Regulations
- Strategic Vision
- Operational Efficiency
- Process and Procedure Refinement
- Workload Planning
- Succession Planning
- Business Administration
- Program Rollout
- Policy and Procedure Improvement
- Profit and Loss Control
- Team-Building Exercises
- Business Growth Initiatives
- Employee Recognition
- Manage Operations
Timeline
General Manager of Operations
Cellular Sales Verizon
06.2013 - Current
Assistant Store Manager
Verizon Wireless
06.2008 - 06.2013
Sales Representative
Alltel Communications
03.2006 - 06.2008
Rehabilitation Technician
Hugh Chatham Family Medicine. Proud Associate Of Hugh Chatham Memorial Hospital
01.2004 - 03.2006
High School Diploma -
Starmount High School
Associate of Business Administration -
Surry Central High School
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