William L. Gray Jr
Levittown,Pa
Summary
Seasoned operations leader with more than 20 years of success improving efficiency, elevating performance, and strengthening customer experience. Skilled in strategic planning, knowledge management, and cross-functional collaboration, aiming to deliver strong operational leadership within a dynamic organization.
Overview
23
23
years of professional experience
Work History
Knowledge Base Content Editor
AAA Club Alliance
07.2022 - Current
- Manage content lifecycle for 3,300+ knowledge base articles, ensuring clarity, accuracy, and ease of use for customer-facing teams.
- Develop, edit, and publish 5-10 high-quality knowledge articles weekly using the Panviva Platform.
- Improved user function by providing frontline staff with new access to a digital knowledge base, resulting in a 30% reduction in misinformation and decreasing resolution times by 15%.
- Collaborated with Subject Matter Experts across 5 business lines to develop content that supports specific service standards and enhances the overall experience.
2nd Shift Club Fleet Dispatch Supervisor
AAA Club Alliance
01.2015 - 07.2022
- Trained, mentored, and supervised a team of 10 associates.
- Improved member interactions and complaint resolution.
- Resolved customer inquiries and service issues promptly and professionally.
- Conducted performance reviews to assess team member effectiveness regularly.
- Investigated customer inquiries regarding delivery status or delays.
- Participated in regular meetings with other supervisors or managers to discuss current challenges or opportunities within the department.
- Monitored attendance and productivity for employees by maintaining accurate and updated records.
- Developed and implemented policies and procedures to improve operational efficiency.
- Provided feedback on individual performance reviews for each associate under my direct supervision.
2nd Shift Dispatch Operations Supervisor
AAA Mid-Atlantic
03.2003 - 01.2015
- Supervised daily operations to ensure smooth workflow and efficiency.
- Coordinated training programs for new employees to enhance skill development.
- Managed staff scheduling to optimize resource allocation and coverage.
- Conducted performance reviews to provide feedback and guide employee development.
- Facilitated communication between departments to streamline operational processes.
- Resolved customer inquiries and issues to ensure high service standards were met.
- Managed daily operations, including scheduling personnel, assigning tasks, and monitoring progress.
- Provided support to other departments as needed to meet organizational goals.
- Conducted regular meetings with staff members to discuss any issues or concerns they may have had.
- Resolved customer complaints in a timely manner to maintain customer satisfaction.
Education
Certificate of Proficiency - Funeral Service
Mercer County Community College
04.2022
Certificate - Green Belt Six Sigma
Villanova University
Villanova, PA05-2021
Bachelor of Science - Business Administration And Marketing
Post University
Waterbury, CT05.2015
Skills
- Microsoft Office Suite
- Decision Making
- Conflict Resolution
- Organizational Skills
- Attention to detail
- Collaboration skills
- Organizational growth
- Adaptability
- Planning and scheduling
- Problem solving
- Effective communication
- Critical thinking
Accomplishments
- Shared Value Award
Timeline
Knowledge Base Content Editor
AAA Club Alliance
07.2022 - Current
2nd Shift Club Fleet Dispatch Supervisor
AAA Club Alliance
01.2015 - 07.2022
2nd Shift Dispatch Operations Supervisor
AAA Mid-Atlantic
03.2003 - 01.2015
Certificate of Proficiency - Funeral Service
Mercer County Community College
Certificate - Green Belt Six Sigma
Villanova University
Bachelor of Science - Business Administration And Marketing
Post University