William Robinson Jr
Redford,MI
Summary
Hard-working and team-oriented professional with over 20 years of customer service experience, 5 years in management, and a proven ability to learn quickly and adapt to dynamic environments. Brings 8 years of leadership experience, 3 years as a trainer, and a solid foundation in business analysis (3 years) and IT (4 years). Recognized for fostering collaboration, driving operational excellence, and delivering impactful solutions. Committed to being a valuable asset and contributing to the success of the next organization.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Business Analyst I
UWM Pontiac, MI
Pontiac, MI
08.2022 - 03.2026
- Analyze business processes, and identify areas for improvement.
- Insight and knowledge on current mortgage business practices.
- Collaborate with cross-functional teams to implement solutions.
- Prepare reports and dashboards for senior management.
- Business Process Improvement.
- Developed comprehensive reports to communicate findings and support strategic decision-making.
- Utilized data visualization tools to present complex information clearly and effectively.
- Assisted in the development of user acceptance testing plans to ensure system functionality.
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Improved business processes by analyzing current practices and recommending optimization strategies.
- Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in the organization.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
I.T. Service Desk Analyst I
UWM Pontiac, MI
Pontiac, MI
10.2021 - 08.2022
- Serve as the first point of contact for customers seeking technical assistance over the phone or via email.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Walk the customer through the problem-solving process with their current issues and concerns.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Record events, problems, and their resolutions in logs.
- Documented troubleshooting processes and solutions in the knowledge base for future reference.
- Monitored the service desk ticketing system to ensure a timely response to user requests.
- Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users' workflows.
Operation Closing Specialist III
UWM Pontiac, MI
Pontiac, MI
09.2020 - 10.2021
- Learning new technology processes.
- Interacting with 3rd parties (Broker & Title Agents) in various business needs.
- Collaborating with members of my team and other departments.
- Hitting daily production goals.
- Reviewing information for completeness.
- Coordinated closing documentation for loan transactions to ensure compliance and accuracy.
Manager in Training/Sales Associate
Footlocker
Dearborn
06.2019 - 08.2025
- Greet and engage with customers about product and release date questions.
- Exhibit and display selling behaviors that the company has in place.
- Coach and develop talent for their next role and transition with the company.
- Trained and mentored staff on sales techniques and product knowledge to improve team performance.
- Implemented visual merchandising strategies to boost store aesthetics and drive customer engagement.
Store Manager
Villa/DTLR
Toledo, OH
01.2013 - 05.2018
- Directed daily operations to enhance customer satisfaction and streamline store processes.
- Trained and mentored staff on product knowledge and exceptional service standards.
- Implemented inventory management systems to optimize stock levels and reduce waste.
- Analyzed sales data to identify trends, adjusting strategies to improve performance.
- Developed promotional displays that increased product visibility and drove sales growth.
- Managed inventory control, cash control, and store opening and closing procedures.
Education
No Degree Associate - Business Marketing
Washtenaw Community College
Ypsilanti, MIHigh School Diploma - undefined
Martin Luther King Jr Sr High School
Detroit, MI06-2004
Skills
- Stakeholder needs assessment
- Stakeholder Management
- AI applications (Chat gpt, Gemini, Chat UWM)
- Jira workflow optimization
- Agile and Scrum practices
- Data Visualization
- Business Intelligence
- Microsoft Office applications
- Doc Magic
- Team leader
- Trainer
- Ambitious
- Problem-solving resourcefulness
- Organized
- Goal oriented
- Adaptable learner
- Footwear and apparel knowledgeable
Certification
- Business Analyst graduate (BA-X 18)
- Google Certification in AI Prompting
Timeline
Business Analyst I
UWM Pontiac, MI
08.2022 - 03.2026
I.T. Service Desk Analyst I
UWM Pontiac, MI
10.2021 - 08.2022
Operation Closing Specialist III
UWM Pontiac, MI
09.2020 - 10.2021
Manager in Training/Sales Associate
Footlocker
06.2019 - 08.2025
Store Manager
Villa/DTLR
01.2013 - 05.2018
High School Diploma - undefined
Martin Luther King Jr Sr High School
No Degree Associate - Business Marketing
Washtenaw Community College