William Davis
Tontitown,AR
Summary
Dynamic Customer Experience Manager with a proven track record at J.B. Hunt, excelling in data-driven decision making and cross-functional collaboration. Expert in retention management and complex problem-solving, I have successfully built client relationships and enhanced service delivery, driving significant improvements in customer satisfaction and employee performance.
Overview
16
16
years of professional experience
Work History
Customer Experience Manager
J.B. Hunt
01.2018 - Current
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed new employees and on-going performance assessment of current employees.
Sr Customer Experience Manager
J.B. Hunt
05.2016 - 12.2017
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Established performance and service goals and held associates accountable for individual performance.
- Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.
Call Center Support II
J.B. Hunt
11.2010 - 05.2016
- Managed time efficiently in order to complete all tasks within deadlines.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Gained strong leadership skills by managing projects from start to finish.
- Excellent communication skills, both verbal and written.
Education
Bachelor of Science - Emergency Management
Arkansas Tech University
Russellville, AR05-2008
Skills
- Skilled in data-driven decision making
- Cross-functional collaboration
- Customer empathy
- Retention management
- Account management
- Continuous improvement
- Complex Problem-solving
- Excellent communication
Timeline
Customer Experience Manager
J.B. Hunt
01.2018 - Current
Sr Customer Experience Manager
J.B. Hunt
05.2016 - 12.2017
Call Center Support II
J.B. Hunt
11.2010 - 05.2016
Bachelor of Science - Emergency Management
Arkansas Tech University