William M Peek
Manager Of Operations
Saginaw,MI
Summary
Accomplished Manager successful orchestrating operations and leading employees. Robust background encompassing problem resolution, business development and customer relations. Thrives in competitive markets with unsurpassed drive, passion and commitment to exceeding expectations in customer satisfaction, revenue and cost controls.
Overview
3
3
years of post-secondary education
26
26
years of professional experience
Work History
Entrepreneur
B&M Property Management
Saginaw, MI
01.2018 - Current
- Developed new business and managed new and existing clients.
- Monitored rent collections and resolved tenant disputes quickly and effectively.
- Reduced vacancy and unit turnover rates through carefully developed marketing and leasing efforts.
- Negotiated service contracts and evaluated vendor performance through entire project cycle.
- Managed day-to-day operations, including showings, rental paperwork and collections for rental properties.
- Ordered and monitored regular maintenance and necessary repairs on location to protect residents, belongings and building.
- Prepared, submitted and acted within property budget to increase profit margin.
- Collected and maintained careful records of rental payments and payment dates.
Manager
Verizon
Saginaw, MI
12.2005 - 01.2018
- Developed and maintained relationships with customers and suppliers through account development.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Onboarded new employees, including training, mentoring and new hire documentation.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Cross-trained existing employees to maximize team agility and performance.
- Propelled continuous improvements and strategically capitalized on current market trends.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Raised performance in areas of support, management and operations by identifying and targeting areas in need of improvement.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Prepared and recommended long-range plans for development of department personnel.
- Maximized performance by monitoring daily activities and mentoring team members.
Supervisor of Operations
XO/Verizon
Saginaw, MI
01.2003 - 01.2006
- Conducted diagnostic procedures to determine root cause of customer problems and provide accurate repair recommendations.
- Implemented preventive maintenance measures to decrease emergent issues.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Advanced productivity KPIs by leading trainings on procedures,
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Formulated processes to improve assistance to support groups, resulting in reduction of downtime and financial loss.
- Implemented ticket tracking system and worked with team to create customized system for improved tracking and logging of work issues.
- Trained new employees on proper protocols and customer service standards.
- Supervised daily operations of multi-million dollar Fortune 500 customers.
- Implemented innovative programs, including work from home program to increase employee loyalty and reduce turnover.
Supervisor
ACI
Saginaw, MI
01.2000 - 01.2004
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Interviewed, hired and trained new employees for production positions.
- Set overall vision and provided team leadership.
- Measured effectiveness of customer success by defining operational metrics, tracking systems and reporting to executive team.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
Broadband Service Supervisor
Charter Communications
Saginaw, MI
01.2000 - 01.2003
- Performed quality assurance on technician work.
- Hiring, scheduling, discipline, and training.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Monitored team's performance and gave feedback when necessary.
- Handled customer complaints and inquiries.
Education
No Degree - Apprentice For Local 47
Lansing Community College
Lansing, MI 01.1994 - 01.1997
Skills
Business Leadership
Employee Motivation
Customer Service Management
Goal Setting
Problem Anticipation and Resolution
Business Development
Team Building
Organization and Time management
Verbal and Written Communication
Policies and procedures
Strategic planning
Customer Retention Strategies
Building Customer Trust and Loyalty
Responding to Difficult Customers
De-escalation Techniques
Creative Problem Solving
Upbeat and Positive Personality
Efficient and Detail-Oriented
Volunteer Sheriff
I am a reserve Deputy Sheriff with Saginaw County and have received the Life Saving Award. I love giving back to the community and ensuring we grow as a community providing a positive impact to the young new generation/s.
Timeline
Entrepreneur
B&M Property Management
01.2018 - Current
Manager
Verizon
12.2005 - 01.2018
Supervisor of Operations
XO/Verizon
01.2003 - 01.2006
Supervisor
ACI
01.2000 - 01.2004
Broadband Service Supervisor
Charter Communications
01.2000 - 01.2003
No Degree - Apprentice For Local 47
Lansing Community College
01.1994 - 01.1997