William Thompson
Mangement & Training
Bourbonnais,IL
Summary
Experienced training professional with a motivational style and positive attitude. Adept at engaging students with the material by incorporating different technologies, materials and aids. Proven skills in organizing, multitasking and resolving conflicts.
Overview
7
7
years of professional experience
8
8
years of post-secondary education
2
2
Certifications
1
1
Language
Work History
Education & Training Lead, Consumer Service
LEGO Systems
01.2021 - 10.2023
- Developed and implemented training programs, boosting product knowledge and service skills
- Collaborated with product and marketing teams to showcase new LEGO features
- Expanded Education market in Central U.S., generating $1.1 million in additional sales
- Maintained a knowledge repository for accurate and timely support
- Mentored junior trainers, sharing best practices and providing constructive feedback for their professional growth.
- Served as the primary point of contact for external training vendors, negotiating contracts and ensuring alignment with company objectives.
- Evaluated training program effectiveness through regular feedback collection and assessment tools, ensuring continuous improvement.
- Collaborated with management to identify specific employee development needs and tailor training materials accordingly.
- Organized informative seminars featuring guest speakers from relevant industries, enhancing employees'' knowledge base beyond internal expertise.
- Introduced innovative teaching methods to optimize learning outcomes within diverse working environments.
- Managed budget allocations for multiple training projects, ensuring cost-effective delivery without compromising quality or impact.
- Championed diversity and inclusion initiatives within training content, fostering a more inclusive workplace culture that values different perspectives and experiences.
- Optimized training resources by conducting regular audits and eliminating redundancy or outdated materials, maintaining a current and effective learning library.
- Successfully transitioned company-wide training initiatives from in-person to virtual formats during the COVID-19 pandemic, maintaining high engagement levels among participants.
Holiday Team Lead & Development, Consumer Service
LEGO Systems
10.2022 - 01.2023
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Assisted in recruitment to build team of top performers.
Advisor +, Consumer Service Engagement Team
LEGO Systems
07.2020 - 01.2021
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices.
- Pioneered client onboarding process that significantly reduced time to first investment.
- Improved client retention rates by developing and implementing comprehensive advisory plans tailored to individual needs.
- Increased client satisfaction, providing personalized investment advice based on thorough financial analysis.
- Fostered culture of innovation within advisory team, encouraging adoption of new technologies and methodologies.
- Strengthened client relationships through regular, insightful communication regarding market trends and portfolio adjustments.
- Optimized operational efficiency by implementing CRM system tailored to advisory services.
- Enhanced advisor skills and knowledge through continuous professional development program, elevating service quality.
Retail Merchandiser/Assembler/Sales
SPAR Group
01.2020 - 02.2021
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Arranged consistent shelves, bins, and racks at seven locations by following established planograms.
- Developed relationships with key store personnel to support proper product placement and visibility.
- Collaborated with store managers to develop seasonal merchandising plans, maximizing revenue potential.
- Answered customer questions regarding store merchandise, department information, and pricing.
- Provided comprehensive training to new team members, ensuring consistent quality and performance across all retail merchandisers.
- Managed project timelines effectively ensuring all merchandising planograms and resets were completed within established deadlines.
Front End Support
Best Buy
09.2018 - 03.2020
- Analyzed data trends to identify areas of improvement, leading to more informed decision-making processes.
- Developed strong working relationships with stakeholders across all organizational levels, enabling seamless collaboration on various initiatives aimed at business growth and expansion plans.
- Provided constructive feedback during employee evaluations, fostering an atmosphere of mutual respect and open communication channels within the team.
- Delivered exceptional customer service by addressing inquiries promptly while demonstrating empathy towards customers'' concerns or pain points.
- Established a positive work environment by promoting teamwork and fostering employee development initiatives.
- Developed comprehensive training programs to equip new hires with essential skills for success in the role.
- Maintained, improved and created dashboards and reports in various systems.
- Championed the adoption of agile methodologies within the team, fostering a culture of innovation and continuous improvement across all front-end support functions.
- Streamlined team workflow for increased productivity through effective task delegation and clear communication.
- Created strong relationships with internal partners, product owners and technology teams to facilitate success of initiatives.
- Improved customer satisfaction by implementing efficient support processes and enhancing front-end user experiences.
- Resolved escalated customer concerns promptly, maintaining high levels of satisfaction and brand loyalty.
- Managed vendor relationships effectively, ensuring timely delivery of products and services while adhering to budget constraints.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Managed senior-level personnel working in marketing and sales capacities.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Merchandise Team Member
Best Buy
06.2016 - 09.2018
- Increased customer satisfaction by providing personalized assistance and product recommendations.
- Collaborated effectively with team members to ensure efficient operations during peak hours.
- Collaborated closely with other departments to coordinate promotions, ensuring a cohesive storewide approach to sales strategies.
- Assisted in loss prevention efforts through vigilant monitoring of the sales floor and proper handling of merchandise.
- Assisted customers by answering questions about products providing knowledgeable suggestions based on their needs.
- Participated in regular staff meetings to discuss goals, challenges, and improvements for overall store performance.
- Conducted periodic audits to maintain inventory accuracy, reducing discrepancies and stockouts.
- Adhered to company policies regarding pricing, signage placement, and markdowns for consistent presentation standards across the store.
- Optimized merchandise displays for enhanced visual appeal and easier navigation.
- Streamlined inventory management with organized storage, accurate tracking, and timely replenishment.
- Fostered a collaborative work environment by mentoring new team members while demonstrating best practices in merchandising techniques.
- Picked and packed order items.
- Oversaw warehouse staff and maintained efficiency in fast-paced environment.
- Volunteered to assist with projects, demonstrating willingness to learn new tasks and increase skill levels.
- Supervised inventory cycle counting processes, accounting and surplus records, product damages and product returns.
- Supervised and trained new staff in performing census.
- Updated pricing by changing labels and signage for short-term promotions and final clearances.
- Updated merchandise pricing to match new values and special promotional rates.
- Reported and analyzed inventory data to help management strategically improve pricing and marketing strategies.
- Executed regular inventory counts and supply audits to monitor shrinkage and generate insights into purchasing decisions.
- Conducted interviews by following stringent guidelines and confidentiality laws.
Education
Bachelor's degree - General Business
University of North Texas
08.2023 - 05.2027
High School - undefined
Bradley-Bourbonnais Community High School
Bradley, IL 08.2012 - 05.2016
IBM IT Support -
Coursera
02.2023 - 05.2023
Skills
Soft skills training
Training delivery
Technical training
Scheduling training sessions
Training and mentoring
Multitasking
Performance Management
Training facilitation
Staff Development
Online training experience
Professional Development
Certification
Intel Certified Professional, 01/01/17, Current
Personal Information
Date of Birth: 09/26/97
Timeline
Bachelor's degree - General Business
University of North Texas
08.2023 - 05.2027
IBM IT Support -
Coursera
02.2023 - 05.2023
Holiday Team Lead & Development, Consumer Service
LEGO Systems
10.2022 - 01.2023
Education & Training Lead, Consumer Service
LEGO Systems
01.2021 - 10.2023
Advisor +, Consumer Service Engagement Team
LEGO Systems
07.2020 - 01.2021
Retail Merchandiser/Assembler/Sales
SPAR Group
01.2020 - 02.2021
Front End Support
Best Buy
09.2018 - 03.2020
Merchandise Team Member
Best Buy
06.2016 - 09.2018
High School - undefined
Bradley-Bourbonnais Community High School
08.2012 - 05.2016
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