Customer Service Management

James Rockford Willis

**** *. ******* **., ************, AR 72704

479-***-**** . ***************@*******.***

CAREER OBJECTIVE

To impact business performance by using background in retail operations,

analysis and planning and to build onto existing knowledge of project

management, strategy, and communication.

SKILLS OVERVIEW

Experience in four roles with Walmart Stores, Inc. provided the opportunity

to execute merchandising, replenishment, operations and analytical

objectives while taking ownership of results. Tenure with Campus Crusade

has allowed for a focus on public service and leadership development while

growing knowledge of non-profit organizations, fundraising campaigns and

donor relations.

PROFESSIONAL EXPERIENCE

Campus Crusade for Christ - Director of Greek Ministry (April 2009 - July

2010)

. Drove all aspects of an efficient personal schedule, coordinating and

running meetings/events, developing strategies and goals while remaining

accountable to my campus team and financial partners.

. Invested time with over 30 students to provide guidance on personal and

professional matters, and promote leadership and life skills.

. Built relationships with campus organizations and leaders in an effort to

further the interests of our students and their goals.

. Raised over $30,000 in salary support to fund my yearly budget goals and

maintained quarterly communication with each donor.

Walmart Stores, Inc. - Category Management Analyst (September 2008 - March

2009)

. Provided conclusive and strategic market information on both trends and

competition which supplemented the one-two year buying decisions of

Walmart merchandising teams.

. Gained buy-in and support of this new division from tenured Walmart

merchants by communicating the benefits of our team's industry insight and

analytical approach tailored to their individual businesses.

. Created merchandise planograms via Pro/Space to tailor each layout to

specific market demands and provide structure to corporate Store of the

Community initiatives and track associated results.

Walmart Stores, Inc. - Merchandise Planning Analyst (June 2007 - September

2008)

. Collaborated with Information Systems Division, Category Management

teams, and third party technology supplier (Galleria) to successfully

create, test and distribute new merchandising software to our internal

merchants and remain accessible for post-rollout support.

. Led and presented creative and engaging training sessions on Galleria

merchandising technology to 20 associates from Canada, Mexico and Puerto

Rico prior to software rollout and continued support after implementation.

. Tested integrity of Galleria software by re-setting modular layouts at

three Walmart locations and analyzing the positive sales impact, leading

to the continued investment of time and resources by project managers.

Walmart Stores, Inc. - Pharmacy Pricing and Database Management (Feb 2006 -

June 2007)

. Coordinated new pricing data for the $4 Generics program and ensured

success of the project by inputting and reviewing accuracy of Rx pricing

across all Walmart Stores US.

. Commended by pharmacy leadership for creating training supplements and

process flows in order to drive divisional efficiency while also guiding

the learning process of new members to the team.

. Created new format of existing weekly reports to improve the standard of

warehouse operations and execution which increased efficiency across seven

pharmacy distribution centers.

SAM'S Club - Wireless Merchandising and Operations Assistant (January 2004

- July 2005)

. Provided data driven insight for club level strategy on merchandising and

replenishment, contributing to the successful pilot rollout of two SAM'S-

owned wireless kiosks which are now in 172 SAM'S Clubs and 420 Radio

Shacks.

. Exceeded customer service expectations leading to recognition from the

CEO, two Senior Vice President's, and placement in the SAM'S Club monthly

journal. (Summer 2005)

. Managed pricing updates at the corporate level on eight wireless

handsets, over 20 accessory items, and all associated contract plans per

supplier, driving price leadership and consistency at the club level.

SOFTWARE KNOWLEDGE

Retail Link and DSS Walmart Modular tools MS Excel, Word,

(SIUPC, HOST, etc) PowerPoint, Visio

JDA Pro/Space Walmart Item File Expert Microsoft Windows

Galleria Modular MarketTrack and Adview MS MapPoint

Automation Suite

EDUCATION

University of Arkansas, Fayetteville, Arkansas - December 2003

BSBA, Sam M. Walton College of Business - Marketing Management

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