William Shepherd

• Assisted with critical product launches from the initial order till shipments are delivered at individual store locations, This includes collaboration with vendors, internal marketing and sales teams, and back end accounting to ensure a clean launch on the business end and an excellent customer experience on the retail side.

*Examples of prior launches: Every GPU launch post the Nvidia 3090, including every Intel, Nvidia and AMD graphics card. Every AMD and Intel motherboard launch post the xxx. Most recently I have been the primary logistics planner for an emerging trading card category including Pokemon and Magic the Gathering.

• Placed weekly orders, domestic and international, to maintain proper stock for projected sales.
• Interpreted forecasts to ensure inventory is properly ordered/stocked for increased sales due to promotions and orders are properly adjusted for projected sales declines.
• Developed relationships with existing key vendors and created new relationships with vendors that have been brought on. Assisted new vendors in getting acclimated with shipping/receiving guidelines.
• Researched and rectified cost disputes with vendors as well as processed price protection paperwork to ensure owned inventory is at a proper cost.

• Field customer inquiries, identify needs and direct contact to appropriate department
• Accurately document customer information in Zendesk ticketing crm
• Assisted with placing, tracking and updating online orders
• Achieved consistently high customer service survey scores
• Responded to customers via call, online chat, and email to answer questions about products and services
• Transitioned to training incoming general customer service and Micro Center online call center representatives

• Data entry and navigation of CRM and Zendesk software
• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
• Utilized up-sell techniques to maximize profit on new and existing customer accounts
• Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines

• Helped customers through the buying process and beyond with follow up and after sale service
• Showcased product features and discussed technical details to overcome objections and secure sales

• Received multiple top sales awards
• Worked multiple promotional events as a company ambassador
• Engaged customers through the buying process and beyond with after sale service

• Continually trained to disseminate knowledge of Subaru product line to staff
• Received multiple top sales awards
• Met and exceeded goals consistently
• Worked multiple promotional events as a company ambassador
• Researched product's technical specifications and accurately communicated information
• Logged phone numbers and email addresses for follow-up
• Trained and provided coaching to team members