Customer Service Sales

KEVIN A. WILLIAMS, MBA

* *** ****** ** . * nit **, New Bedford, MA 02745 • ( P) 5 08 - 813 - 7040 • ( S) 5 08 - 484 - 3276 • **************@*****.***

OBJECTIVE:

T o obtain a position that calls for leadership in effecting policies and protocols to enhance overall efficiency ; An

ideal position will build upon my experience and provide an opportunity f or professional growth.

PROFESSIONAL SUMMARY:

Experienced in s ystems analysis and development f or improved safeguards and enhanced service; Authored

and implemented policies, protocols, and procedures to enhance overall efficiency; Proficient in all areas of

team m anagement and oversight; Experienced in employee onboarding, training, and mentoring to exceed

company standards; Comprehensive customer se rvice experience ; Extensive experi ence in information

technology and s ystems support ; Additional experience in promotional event coordination, social media and

content m arketing, strategic planning, a nd overall project d evelopment .

EMPLOYMENT AND EXPERIENCE:

Creative Channel Services

December 2014 – present Southeast MA Region

Performing in-store assessments to address inefficiencies at regional Best Buy retail stores.

Developing comprehensive reports to increase sales via advanced training and education of sales associates.

Fundraising Coordinator / Training and Development Coach

Hill’s Home Market; August 2014 to Present Hudson, MA

Conducted face-to-face, in-home sales; Record of up-sells on luxury items and services.

Researched demographics for strategic marketing, farming, and increased sales .

Created original content and custom marketing materials.

Successfully developed a ‘lead generation’ fundraiser, plus other creative marketing initiatives.

Promotional Event Coordinator

Independent Contractor; June 2014 to Present New England Region

Oversees all aspects of promotional events management.

Performs research for strategic targeting of select demographics.

Manages event staff, advertising campaigns, and marketing of products and events .

Elder Care Provider

Family; May 2011 to June 2014 Raynham, MA / Beverly Hills, FL

Managed financial expenditures, daily care, transportation, and maintenance of private residence.

Healthcare proxy; Maintained medications, appointments, and all related health communications.

Business Process Support Specialist

Premier Research Group Limited, May 2010 to May 2011 Quincy, MA

Served as project team leader, focusing on project prioritization, status meetings, and steps trainings.

Developed and revised standard operation procedures.

Developed customized input forms for enhanced efficiency in clinical trials .

Created systems for enhanced customer service; established benchmarks to train others .

Led standard procedure training sessions and onboarding of new employees.

Information Security and Business Continuity Specialist

State Street Bank, February 2008 to April 2009 Quincy, MA

Wrote procedure for business continuity, systems security, and disaster recovery .

Developed protocols for enhanced security of client information.

Conducted regular evaluations of protocols for efficiency and improvement.

Conducted weekly inter-office meetings for enhanced communication.

Developed a streamlined procedure, condensing large scale spreadsheets for concise data sharing .

Retirement Account Consultant

Boston Financial Data Services, July 2005 to June 2007 Quincy, MA

Provided direct service, addressing the unique, individual needs of a diverse client base .

Monitored and graded service calls in weekly quality assurance calibration sessions.

Facilitated one-on-one training with new associates with a focus on customer service .

Recognized by senior management for boosting morale and fostering cohesion among employees.

Senior Consumer and Small Business Associate

Bank of America, April 1998 to July 2005 Lincoln, RI

Direct account service to diverse consumers, including individuals, Premier Relationship clients, and new entrepreneurs.

Managed call center and helped revise service center standard operating procedures.

Served as an Assistant Team Leader; Conducted one-on-one trainings with new associates.

Received promotion to BostonPlus based on knowledge of accounts, small business, and multifaceted services .

Assistant Sales Manager

Mattress Discounters, March 1997 – April 1998 Sharon, MA

Redefined store to address inventory problems, resulting in consumer growth and sales growth.

Launched creative marketing strategies to improve location awareness and visibility .

Facilitated initial onboarding and ongoing training sessions; mentored staff consistently.

Performed direct in-store sales, emphasizing product education and quality customer service.

VOLUNTEER EXPERIENCE:

Project Takeoff Worldwide

Managed overall event set-up and food set-up for a large-scale fundraiser at the Taunton Airport with more than

500 attendees.

Miscellaneous political campaigns

Experienced managing social media and online communications, coordinating and creating advertising and

promotional efforts, creating digital literature, and maintaining webpages .

EDUCATION:

Master of Business Administration

University of Phoenix Braintree, MA

Bachelor of Science, Information Technology

University of Phoenix Braintree, MA

Associate of Science, Business Technology Services

Johnson and Wales University Providence, RI

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