William Whitlock
Communications And Troubleshooting Specialist
Carlisle,PA
Summary
Detail-oriented professional with an advanced background in both written and verbal communication styles. At home in rapidly changing environments with a focus on new ideas and optimizing procedures to accommodate business needs. Simultaneously a quick learner that takes pride in responding to criticism and also adept at breaking down workflow processes to train and assist teammates.
Overview
2
2
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work History
Senior Supply Chain Procurement Specialist
West Shore Home
Mechanicsburg, PA
10.2022 - Current
- Oversaw all overages, shortages, damages, and incorrect deliveries reported to through emails and handled accordingly to facilitate installations and customer service cases being fulfilled, as well as ensuring accurate billing for materials.
- Researched purchase orders that were not received systematically by their estimated delivery date and worked with both suppliers and warehouse staff to fulfill all pending transactions, leading to reduction of 3,000 past due purchase orders down to approximately 50 within first three months of employment.
- Collaborated with Business Systems, Purchasing, Inventory, and Warehouse teams while implementing and establishing SOP for new departmental procedures that utilized Salesforce Reports, attempt processes, and data analytics to reduce overall email traffic better notate and track discrepancies, and identify areas where procedures could be improved upon.
- Produced SOP Documentation and guidance material with direct manager and then trained all team members on new procedures surrounding OSD Report, WMS functionality, and Short Pay Procedures
- Established note taking procedure for maximum transparency both internally and across various related departments.
Appointment Coordinator
West Shore Home
Mechanicsburg, PA
04.2022 - 10.2022
- Routinely made minimum of 80 outgoing calls daily to verify client information, product accuracy, and confirm availability for upcoming consultations.
- Engaged with steady stream of inbound calls, both from sales agents in need of assistance and clients seeking support, in order to ensure customer satisfaction.
- Verified validity of notes contained in client files while also ensuring their information uniformly adheres to corporate documentation standards.
- Layered questions to assess client needs in order to provide optimal client experience and guarantee all needs would be met.
- Maintained strict confidentiality when handling sensitive client information during scheduling process.
- Reduced no-show rates with consistent follow-up calls and email reminders to clients.
Education
Master of Arts - Shakespeare & Performance
08.2019 - 05.2021
Thesis: "There is a World Elsewhere:" The Shakespearean Exile Canon, Pastoral Redemption, and the Relapsarian Dream
Bachelor of Arts - English Composition
08.2016 - 05.2018
- Poetry Editor of Literary Magazine, Quiddity
- Senior Tutor at the Arcadia University Writing Center
- GPA: 3.64
High School Diploma - undefined
08.2010 - 05.2014
Skills
Mastery of English Grammar
Workflow Management
Process Automation
Report Building
Security Management
User Administration
Data Migration
Data Management
Salesforce Configuration
Effective Communication
Continuous Improvement
Continuous Process Improvement
Accomplishments
- Collaborated with Business Systems team in the development of three primary reports and report processes to streamline ticket submission and supply chain error correction, converting business processes from an excel sheet into a traceable attempt template.
- Tested new business processes to identify and correct deviations from desired result in myriad different situations.
- Created Standard Operating Procedures for departmental workflow and trained team of six other Supply Chain Agents on new business procedures.
- Selected for 2023 Exceptional Teammate award for Supply Chain and Warehouse departments for innovating and guiding departmental growth and success.
Certification
Salesforce Administration
Timeline
Senior Supply Chain Procurement Specialist - West Shore Home
10.2022 - Current
Appointment Coordinator - West Shore Home
04.2022 - 10.2022
Mary Baldwin University - Master of Arts, Shakespeare & Performance
08.2019 - 05.2021
Arcadia University - Bachelor of Arts, English Composition
08.2016 - 05.2018
Carlisle Area High School - High School Diploma,
08.2010 - 05.2014