Workforce Management
BROCK M. WILLIAMS
Maurice,LA
Quote
“A team is not a group of people that work together. A team is a group of people that trust each other.”
Simon Sinek
Software
Salesforce
SAP
Oracle
Microsoft 365
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
15
15
years of professional experience
Work History
Diamond & Gemstone Service Specialist
Stuller
2023.10 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Utilized CRM software for accurate record-keeping and easy access to pertinent client information during calls.
- Weekly sales meetings with Sr. Director of Sales to asses performance metrics, and collaborate on short term and future goals.
- Complete all continued education courses promptly.
- Contributed to team objectives in fast-paced environment.
Customer Care Sales Specialist
Stuller
2022.08 - 2023.10
- Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer's understanding of information and answer.
- Attend weekly 1 on 1 meetings with management on QA scores and other performance metrics
- Collaborated with cross-functional teams to identify and address customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
Store Director
Brookshires Grocery Company
2021.07 - 2022.03
- Oversaw all interviewing,onboarding, training, safety compliance, inventory control and financial functions.
- Handled all HR issues including coaching, completing performance improvement plans, and terminations if necessary.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Planned labor, sales and work load according to data provided by software systems
- Planned all community events
- Headed all other business ops.
- Reported to district manager regarding store and staff issues, financial goals and sales.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Protected store from loss or theft by setting and enforcing clear security policies.
- Minimized on-site cash with frequent deposits and high accuracy in predicting operations.
- Analyzed operating and financial statements for profitability.
- Utilized information technology to record sales figures, for data analysis and forward planning.
- Kept inventories accurate with daily cycle counts and regular audits to identify and resolve variances.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Reviewed all cash handling tasks and signed off on competition.
- Directed and enforced all daily cash handling policies and procedures to ensure proper over/short percentile.
- Managed team of 20+ cashiers and floor staff
Operations Manager
Brookshire Grocery Company
2016.07 - 2021.06
- Assisted in all day to day business operations
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Assisted in recruiting, hiring and training of team members.
- Developed systems and procedures to improve operational quality and team efficiency.
- Placed all merchandise orders for store departments.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Assisted in scheduling employees based on store data.
- Filled in where ever necessary to help store succeed at all goals.
- Assisted in resolving HR issues
- Balanced all cash pans daily
- Had weekly deposits picked up via armored truck
- Balanced cash office twice per day
- Helped to enforce and implement any new polices made by store director or corporate office.
- Completed any other tasks assigned by director
Am Truck Stocker/ Furniture Manager
Big Lots
2014.09 - 2016.06
- Stocked all merchandise daily
- Unloaded all furniture deliveries
- Oversaw furniture sales
- Dealt with any escalated customer service issues
- Merchandised department according to new seasonal plan-o-grams
- Built any new furniture pieces for display
Stocker/Pricing Coordinator
Brookshire Grocery Company
2009.11 - 2014.08
- Assisted with day stocking
- Assisted with price integrity checks
- Making and displaying price tags and signs
- Updating all system software to reflect correct prices if necessary
- Assisting all customers to provide a great shopping experience.
Education
Technical Diploma - Business Administration
South Louisiana Community College
Lafayette, LA12.2013
High School Diploma -
North Vermilion High School
Maurice, LA05.2009
Skills
- Problem-Solving Strengths
- Staff Training
- Goals and Performance
- Coaching and Mentoring
- Staff Management
- Employee Motivation
- Cash Management
- Counseling Techniques
- Policies and Procedures
- MS Office Proficiency
- Leadership
- Operations Management
Timeline
Diamond & Gemstone Service Specialist
Stuller
2023.10 - Current
Customer Care Sales Specialist
Stuller
2022.08 - 2023.10
Store Director
Brookshires Grocery Company
2021.07 - 2022.03
Operations Manager
Brookshire Grocery Company
2016.07 - 2021.06
Am Truck Stocker/ Furniture Manager
Big Lots
2014.09 - 2016.06
Stocker/Pricing Coordinator
Brookshire Grocery Company
2009.11 - 2014.08
Technical Diploma - Business Administration
South Louisiana Community College
High School Diploma -
North Vermilion High School
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