Sales Customer Service

Keith D. Williams

***** ***** ******* **** **********, Maryland 20623

***************@***.*** 240-***-**** (H) 240-***-**** (C)

Retail Management Professional

Group Sales Management Merchandise Management Sales Support Management

Experienced retail professional with a proven track record in developing, managing and driving sales through clear, and

dominant merchandise presentations, consistent communication with teams, and effective reverse logistics for small, midsize,

and large volume doors. Effective leader with talent for creating inclusive team environment, recognizing and rewarding

growth, and achieving increasingly higher levels of execution through coordinated planning and training of sales

management and support team associates.

Professional Experience

Macys Department Stores: 2006 2010

Merchandise Team Manager

Charged with the responsibility to consistently deliver results in individual areas of responsibility which included: Mens

Clothing, Sportswear and Furnishings, Collections, and Shoes, Childrens and Infants, Handbags, RTW, Intimate Apparel, and the

Home Store. Directed receipt flow/merchandise placement, replenishment, and sales promotion sets across multiple FOBS’

(family of business). Hired, trained, evaluated and developed support teams to distribute and place new receipts, adjust seasoned

goods and adjacencies, execute floor/fixture moves, and provide compelling merchandise presentations to drive superior sales

metrics.

Coordinated multi level product placement through consistent communication with vendor reps, and district merchants, across

multiple FOB’s. Reverse logistics success predicated upon effective Pipeline analysis and vendor sales and stock reporting,

weekly workload planning, sales forecasting, and ensuring course corrections to business critical concerns with speed, allocating

resources as needed.

Key Achievements:

Star Academy Support Executive Award 2009, recognized for outstanding leadership and achievement of superior results

throughout the year.

Most Valuable Team Member, Fall 2009 Inventory, honored for exemplary performance, dedication, and execution of the Fall

2009 Inventory process

Star Support Executive of the Quarter/Spring 2009, recognized for outstanding results to sales plan, with additional increases to

LY across all areas of responsibility

Promoted Four (4) times in 4 years, with increasing volume and accountabilities. Successfully moving from a 14 million dollar

door (Marlow Heights/2006 2007) to two (2) 30 million dollar doors (Tysons Galleria/2007 2008, and Springfield/2008 2010),

and one (1) 36 million dollar door (Landmark/2010)

May Department Stores, Hechts/Strawbridges: 1983 – Spring/2000, Fall/2000 2006

Area Sales Manager

Supervision of staff of 10 – 15 sales associates for multi million dollar businesses, included: Mens and Home Stores, all Apparel

zones, Ladies Shoes, and Junior Sportswear. Key performance accountabilities primarily involved sales growth through

exemplary merchandising standards, efficient merchandise movement, signing effectiveness and accuracy, and aggressive

customer strategies. Directed timely flow of new receipts to sales floor, ensuring consistency in merchandise execution, and

elevating presentation across all areas to standard. Maintained daily commitment to May Employment Process (MEP),

championing the process to provide “right hires for the right jobs”, and ensuring smooth transitions for new hires to the selling

floor.

Operational responsibilities included appropriate training of sales team to eliminate blind spots in shortage execution,

communicating expectations, and facilitating the organization and timely disposal of damaged goods, mismates, and breakage.

Successful compliance achieved through best practice strategies in Target Zones (ie. Mens Collections, Urban Sportswear, etc.),

improved markdown execution, organization and maintenance of stockrooms to standard.

Key Achievements:

Achieved consistent sales increases through impactful merchandise presentations, setting regional standards prototypically for

Young Mens, Urban Collections, and Mens Sportswear.

Abated negative trends in Dress Slacks, and Related Separates, and reinvigorated Collections businesses by consistently

challenging selling specialists and associates to process new receipts with speed, partnering with Visual teams and RVP’s to

assist with creating impact and excitement throughout tenure.

Set consistent example for global approach to customer service, and recognized as the “go to guy” for the resolution of customer

conflicts and related concerns.

Consistently and effectively championed selling culture through both formal/informal Coaching and Observations, challenging

the level of engagement from associates, and role modeling the desired behaviors daily.

Education

Hampton Institute (University) – Hampton, Virginia

Crossland Senior High School – Temple Hills, Maryland

Professional Development:

Professional Selling Skills Proficiency in Design Review Tools

Essentials of Workload Planning and Forecasting

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