Willie Hightower
Alpharetta,GA
Summary
Seasoned Operations Manager and talented leader with 10+ years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
13
13
years of professional experience
Work History
Operations Manager
Right Quick LLC/THSS/Atlanta Palms
08.2020 - Current
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed and maintained relationships with external vendors and suppliers.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Developed and implemented strategies to maximize customer satisfaction.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Increased profit by streamlining operations.
- Analyzed and reported on key performance metrics to senior management.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
SALES REPRESENTATIVE
GEM SHOPPING NETWORK
03.2018 - 03.2020
- Answered customers questions regarding products and services
- Followed up with existing leads and potential clients
- Met department goals of productivity, including schedule adherence
- Offered constant coaching on best practices and techniques to other team members.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Developed strong rapport with customers and created positive impression of business.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
APPLE TECHNICAL SUPPORT SUPERVISOR
NORFOLK
03.2012 - 09.2016
- Delivered excellent customer service to every inbound call while resolving the issue
- Troubleshot and resolved iOS issues from devices including Mac computers, iPhones, iPods, and iPads
- Supervised escalated calls, addressed issues, provided support and offered information as needed to keep customers loyal to Apple
- Motivated and encouraged advisors through helpful and positive communication and feedback
- Supervised attendance, daily statistics, paid time off, and sick time
- Participated in daily meetings with entire team to maintain a good moral.
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Coordinated secure system access of users to various department systems and platforms.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
Education
BUSINESS MANAGEMENT -
TIDEWATER COMMUNITY COLLEGE
NORFOLK, VA01.2014
Skills
- Customer Retention
- Financial Management
- Customer Service
- Inventory Management
- Labor Relations
- Performance reporting
- Workflow Optimization
- Logistics Oversight
- Data Analysis
- Supply chain distribution
- Team Leadership
- Supply chain logistics
Timeline
Operations Manager
Right Quick LLC/THSS/Atlanta Palms
08.2020 - Current
SALES REPRESENTATIVE
GEM SHOPPING NETWORK
03.2018 - 03.2020
APPLE TECHNICAL SUPPORT SUPERVISOR
NORFOLK
03.2012 - 09.2016
BUSINESS MANAGEMENT -
TIDEWATER COMMUNITY COLLEGE
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