Willie Williams
Greensboro,NC
Summary
Proven leader with extensive experience Operating College Bookstores. Adept in cross-functional team management and strategic thinking. Excelled in boosting sales and enhancing customer service, achieving significant performance improvements. Skilled in supervision, training, and driving operational excellence, consistently surpassing financial goals.
Overview
39
39
years of professional experience
Work History
Store Director - NC A&T State University
Follett Higher Education Group
Greensboro, NC
10.2023 - Current
- Maintained a high level of customer service standards across all departments in the store.
- Ensured compliance with company policies and procedures related to safety, security, loss prevention, merchandising execution, pricing accuracy.
- Resolved customer complaints quickly and efficiently while upholding corporate values.
- Identified potential opportunities for growth within the store and developed plans to capitalize on them.
- Provided leadership during periods of change by communicating effectively with employees about changes in policy or procedure.
- Collaborated with other stores in the chain on best practices for increasing efficiency throughout the organization.
- Met budget targets by controlling expenses and eliminating wasteful behaviors.
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Reviewed customer feedback to make operational improvements and promote satisfaction.
- Built relationships with key customers and stakeholders to grow business networks and locate new opportunities.
Market Leader -Wake Forest University Stores
Follett Higher Education Group
Winston-Salem, NC
07.2023 - 10.2023
- Developed and implemented marketing strategies to increase brand awareness and sales in the market.
- Organized promotional events to drive traffic to stores or websites.
- Coordinated with internal teams to ensure successful execution of all marketing initiatives.
- Resolved customer complaints regarding sales and service.
- Coached, developed and motivated team to achieve revenue goals.
- Led sales planning, development and account management to grow existing accounts and establish new sales accounts.
- Supported sales team members to drive growth and development.
Follett Higher Education, Wake Forest University
Winston Salem, NC
11.2015 - 07.2023
- Responsible for managing all functions of a large multi-site store including budgets and financial goals, service levels, policy administration, employment, supervision and development of store staff, maintenance of sales and inventory records and related matters
- Ensures compliance with company policies and procedures
- Interface with faculty, staff, and school administration, ensuring good campus relations
- Demonstrates solid knowledge of company systems and strategies
- Strong knowledge of industry and the competitive landscape to execute initiatives, drive profitability sales and control expenses
- Motivates and empowers teammates through strong communication, change management and clear direction to maintain alignment with strategic direction
- Consistently demonstrates values: Integrity, Accountability, Customers, Each and Every Associate, Innovation and Teamwork
Course Materials Manager
Follett Higher Education, Wake Forest University
Winston-Salem, NC
06.2013 - 04.2015
- Responsible for overall supervision of course materials department
- Worked with department chairs, faculty, and administrative assistants to secure course materials requests
- Maintained strong working relationships with internal and external partners
- Possessed a clear understanding of college bookstore industry and trends
- Clearly and effectively interpreted policy and procedures as outlined by home office
- Provided excellent customer service to campus and community
- Worked directly with store manager to monitor overall budget and projections
- Modified and prioritized assignments in response to the changing needs of the operation to ensure effective performance
Assistant Director of Textbook Operations
Wake Forest University Stores
Winston-Salem, NC
07.2003 - 06.2013
- Responsible for overall supervision of the course materials department
- Collaborated with Director and Associate Director for finance to monitor overall budget as well as policies and procedures
- Worked with University Stores IT staff to maintain current and accurate online presence
- Worked with marketing staff to implement marketing strategies
- Responsible for budgetary and financial performance of the course material department
- Assisted with hiring and maintaining performance management oversite of all employees within the department
- Ensured an efficient, well-maintained, and customer-friendly shopping environment
- Effectively interpreted guidelines, addressed inquiries, and advised others of processes and procedures
- Worked with Assistant Textbook manager to manage workforce assignments and payroll hours
- Implemented a textbook rental program in Fall 2010
- Responsible for overseeing and facilitating game day concessions
- Successfully transitioned the medical bookstore to Reynolda Campus Store
Course Materials Manager
Wake Forest University Stores
Winston-Salem, NC
07.2000 - 07.2003
- Responsible for overall supervision of the textbook department
- Planned and marketed campus book buyback
- Managed shipping and receiving of textbooks
- Maintained performance management oversight of departmental employees
- Provided excellent customer service to campus academic community, students, parents, and alumni
- Worked with various textbook wholesalers to maintain successful and productive partnerships
- Responsible for successfully achieving annual sales objectives
Operations Manager
Wake Forest University Stores
Winston-Salem, NC
07.1999 - 07.2000
- Responsible for daily operations of two campus stores
- Maintained a clear understanding of policies and procedures
- Responsible for maintaining monthly work schedules
- Assisted in the hiring of new employees
- Worked with director and store managers on budget projections
- Maintained performance management oversight of employees
- Supervised student employees
- Maintained payroll hours for stores
Marketing and Merchandising Manager
Wake Forest University Stores
Winston-Salem, NC
07.1997 - 07.1999
- Responsible for buying general merchandise for Wake Forest University Stores
- Developed seasonal merchandise assortments, identified trends, and determined timeliness of merchandise deliveries to maximize sales
- Maintained inventory to minimize markdowns
- Developed positive relationships with vendors and solicited exclusive merchandise
- Worked with store managers to develop merchandising floorplans to increase sales opportunities
- Collaborated with store employees to deliver optimal customer service
- Followed and embraced the Wake Forest University Identity Standards
- Maintained performance management oversight of employees
Assistant Manager
Barnes and Nobles, Elon University Bookstore
Elon, NC
02.1991 - 07.1997
- Directed and supervised the textbook department
- Responsible for ordering textbooks and maintained inventory
- Maintained invoicing of textbooks received
- Coordinated the return of unsold textbooks
- Responsible for coordinating book buyback
Assistant Manager
Elon University Campus Shop
Elon, NC
01.1989 - 02.1991
- Responsible for daily store operations
- Maintained end of day reporting and closing
- Ordered and received textbooks
- Returned unsold textbooks to vendors
- Reconciled textbook credits
- Maintained excellent customer service with campus community
Student Employee
Elon University Campus Shop
Elon, NC
06.1985 - 12.1988
- Responsible for unloading freight
- Maintained accurate shipping and receiving records
- Responsible for pricing textbooks
- Gained a clear knowledge and understanding of the textbook cycle
- Gained knowledge and understanding of policy and procedures
- Responsible for building and maintaining campus relationships
- Learned the importance of excellent customer services
- Obtained an appreciation for the college bookstore industry
Education
Bachelors of Arts Degree - Psychology
Elon University
Elon, NC01.1989
Skills
- Cross-Functional Team Management
- Supervision and Training
- Performance Improvements
- Sales Team Development
- Cost Reduction
- Sales Tracking
- Management Team Building
- Administrative Management
- Hiring and Onboarding
- Customer Service Management
- Decision Making
- Performance Evaluation and Monitoring
- Performance Assessment
- Store operations
- Delegation
- Strategic thinker
Accomplishments
- Established optimal relationships throughout the college bookstore industry.
- Achieved yearly sales and gross margin objectives.
- Independent College Bookstores of America Coach, 2009-2010.
- Nominated and successfully completed Wake Forest University's 'Aspiring Leaders' program.
- Consistently achieved Annual Sales and Gross Margin objectives.
- Maintained low textbook returns.
- Wake Forest University Stores Employee of the Year - 2004.
- Wake Forest University Stores Employee of the Year - 2005.
- Wake Forest University Employee of the Year - 2008.
- Instituted textbook rental program in Fall 2010.
References
Available Upon Request
Timeline
Store Director - NC A&T State University
Follett Higher Education Group
10.2023 - Current
Market Leader -Wake Forest University Stores
Follett Higher Education Group
07.2023 - 10.2023
Follett Higher Education, Wake Forest University
11.2015 - 07.2023
Course Materials Manager
Follett Higher Education, Wake Forest University
06.2013 - 04.2015
Assistant Director of Textbook Operations
Wake Forest University Stores
07.2003 - 06.2013
Course Materials Manager
Wake Forest University Stores
07.2000 - 07.2003
Operations Manager
Wake Forest University Stores
07.1999 - 07.2000
Marketing and Merchandising Manager
Wake Forest University Stores
07.1997 - 07.1999
Assistant Manager
Barnes and Nobles, Elon University Bookstore
02.1991 - 07.1997
Assistant Manager
Elon University Campus Shop
01.1989 - 02.1991
Student Employee
Elon University Campus Shop
06.1985 - 12.1988
Bachelors of Arts Degree - Psychology
Elon University
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