William Buchanan
Westland,MI
Summary
Highly motivated and results-oriented MBA graduate in Human Resources Management seeking an opportunity to apply education, expand skills, and obtain relevant experience through hard work and dedication.
Overview
8
8
years of professional experience
Work History
Regional Field Operations Manager
Sterling Security LLC
07.2023 - Current
- Oversee staff of 50+ employees and leaders.
- Monitor operations for over 18 locations.
- Improved overall regional performance by implementing effective operational strategies and streamlining processes for incident documentation.
- Enhance team collaboration for increased efficiency by providing regular training and development opportunities.
- Boost customer satisfaction rates, addressing concerns promptly and effectively resolving issues.
- Continuous development of strong relationships with key stakeholders, fostering collaborative environment for problem-solving and continuous improvement.
- Conduct regular audits of field operations, identifying areas for improvement and initiating corrective actions accordingly.
- Continuously evaluating staffing needs to allocate resources effectively, ensuring all locations are appropriately staffed during peak periods.
- Encourage open communication across teams by establishing regular meetings to discuss progress, challenges, and successes.
- Collaborate closely with other Regional Field Operations Managers to share scheduling strategies that have reduced overtime by 15% to date.
- Assist in recruiting, hiring and training of team members that have since been promoted to site leaders.
- Handle problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased retention by 20% to date.
- Mitigate business risks by working closely with staff members and assessing performance.
Department Manager
FHI
07.2022 - Current
- Recruit, onboard, and train new employees.
- Manage payroll and operations for multiple departments.
- Ensure compliance with company policies and procedures.
- Communicate mission objective results to corporate office and vendors.
- Maintain employee work safely, efficiency, and accuracy.
- Establish clear performance expectations for staff members which led to increased accountability.
- Enhanced department efficiency by streamlining processes and implementing time-saving strategies, resulting in 18% reduction of overall nonproductive time.
- Increased productivity by identifying bottlenecks and implementing targeted solutions resulting in 20% reduction in overall delays.
- Implemented cross-training initiatives for employees, increasing overall departmental knowledge and versatility, resulting in $2.00 per hour increase to unloader earnings.
- Maintain professional work environment by addressing conflicts proactively and fostering open communication among staff members.
- Improve customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Assist in talent acquisition efforts, hiring top candidates to strengthen department's capabilities.
- Provide ongoing staff development opportunities through training programs, workshops, and regular feedback sessions.
- Evaluate employee performance fairly and accurately, rewarding hard work while addressing areas needing improvement.
- Optimize scheduling practices to ensure adequate staffing during peak business hours without sacrificing employee satisfaction or budgetary constraints.
- Streamline and monitor quality programs to alleviate overdue compliance activities.
- Leverage data and analytics to make informed decisions and drive business improvements.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Improve staffing during busy periods by creating employee schedules and monitoring call-outs.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Established team priorities, maintained schedules and monitored performance.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Prepare detailed reports for management to clarify existing trends, review sales and inventory data and support shrink minimization and safety awareness.
- Spearheaded innovative initiatives that added value to organization and increased departmental recognition within company.
Integrated Solutions Consultant
AT&T
06.2021 - 07.2022
- Provided service reviews for new and existing customers.
- Managed consumer and business customer base.
- Resolved customer billing and service issues.
- Maintained monthly quota and healthy sales funnel.
- Achieving or exceeding quota for 11 months of tenure.
- 8 months of 150%+ attainment.
- 214 business activations
- Enhanced client satisfaction by providing customized integrated solutions tailored to their specific needs.
- Developed long-term relationships with clients, fostering trust and loyalty for future business opportunities.
- Conducted thorough assessments of client needs, ensuring most suitable solutions were proposed and implemented.
- Provided comprehensive training to clients on new technologies, enabling them to maximize efficiency and productivity.
- Provided exceptional customer service, resolving issues promptly and maintaining open lines of communication throughout entire process.
- Anticipated market shifts by staying updated on competitor strategies, helping guide company direction regarding product enhancements or new offerings.
- Mentored junior consultants on best practices in managing client relationships, problem-solving techniques, and industry-specific knowledge.
- Maintained routine communication with clients to assess overall satisfaction, resolve complaints, and promote new offerings.
- Interacted with problematic accounts, helping to build lasting rapport and boosting revenue opportunities.
- Researched potential clients and markets to prepare for appointments.
- Networked at events and by phone to expand business profits and revenues.
- Maintained customer promotional logs for product advertising campaigns.
Account Executive
T-Mobile
09.2020 - 06.2021
- Boosted client satisfaction by developing and maintaining strong relationships through effective communication.
- Exceeded sales targets consistently by identifying new business opportunities and creating customized solutions for clients.
- Streamlined account management processes for increased efficiency and improved client retention rates.
- Collaborated with cross-functional teams to develop comprehensive marketing strategies, resulting in increased brand awareness and revenue growth.
- Provided exceptional customer service, addressing client concerns promptly and effectively to ensure long-term loyalty.
- Negotiated contracts successfully, securing favorable terms for both company and clients.
- Delivered informative presentations to potential clients, showcasing unique value of products or services offered.
- Monitored industry trends and competition, adjusting sales strategies accordingly to maintain competitive edge in market.
- Developed solid pipeline of prospects through diligent research and targeted outreach efforts.
- Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
- Conducted regular check-ins with existing clients to assess their needs and identify upselling opportunities.
- Maintained up-to-date knowledge on product offerings, ensuring accurate representation during sales pitches or negotiations with clients.
- Built and strengthened relationships with new and existing accounts to drive revenue growth.
- Executed successful sales strategies to convert leads into customers.
- Collaborated with internal teams to develop account strategy.
- Managed sales cycle to maintain solid customer base.
- Leveraged CRM to collect, organize and manage sales data and customer information.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Achieved or exceeded company-defined sales quotas.
- Attended monthly sales meetings and quarterly sales trainings.
- Built diverse and consistent sales portfolio.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
Outside Sales Representative /
Michigan Office Solutions-A Xerox Co
12.2018 - 04.2020
- Provided consultative services for small/medium-sized businesses
- Generated sales leads through self-prospecting and existing base
- Develop and leverage customer relationships to improve customer retention
- Assisted in training and coaching of new associates to include customer support, new products/services.
- 2019 Rookie of the Year / 155% of annual quota.
- Established rapport with potential customers through cold calling and presenting product offerings tailored to their needs.
- Increased territory sales by building strong relationships with key clients and identifying new business opportunities.
- Analyzed competitor activities and market trends, adjusting sales tactics accordingly for optimal results.
- Provided comprehensive after-sales support, ensuring customer satisfaction and fostering long-term business relationships.
- Mentored junior sales representatives, sharing expertise on effective communication techniques and relationship-building strategies.
- Delivered recommendations to long-term accounts to promote brand awareness to key audience.
- Facilitated business by implementing practical networking techniques.
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Negotiated contract renewals with established clients, maintaining high retention rate while increasing overall account value.
- Expanded market presence by participating in industry events, networking activities, and utilizing social media platforms to engage potential clients.
- Achieved revenue growth by identifying and pursuing new sales opportunities within existing accounts.
Education
Master of Business Administration (MBA) - HR Management -
Herzing University
Milwaukee, WI04.2023
Bachelor of Art (BA) - Political Science -
Eastern Michigan University
Ypsilanti, MI04.2017
Skills
- Database Management
- Policy Development
- Employee Scheduling
- Staff Management
- Workflow Coordination
- Performance Management
- Operations Management
- Staff Hiring and Retention
- Personnel training and development
- Process Improvement
- Time management abilities
- Analytical Thinking
- Adaptability
- Continuous Improvement
- MS Office
- Negotiation and Persuasion
- Objection handling
- Meeting facilitation
- New Hire Onboarding
- Incident Response
- Workday Experience
Timeline
Regional Field Operations Manager
Sterling Security LLC
07.2023 - Current
Department Manager
FHI
07.2022 - Current
Integrated Solutions Consultant
AT&T
06.2021 - 07.2022
Account Executive
T-Mobile
09.2020 - 06.2021
Outside Sales Representative /
Michigan Office Solutions-A Xerox Co
12.2018 - 04.2020
Master of Business Administration (MBA) - HR Management -
Herzing University
Bachelor of Art (BA) - Political Science -
Eastern Michigan University
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