Wilbert Walker

Irving, Texas • 501-***-**** • ad3ok0@r.postjobfree.com

Q QUALIFICATIONS PROFILE

Growth-focused, results-oriented, and goal-driven professional with broad-based experience in organizational leadership and business management; with emphasis on sales, team supervision, and customer satisfaction. Recognized for strategic management approach in identifying business opportunities, defining key initiatives, and implementing business solutions to meet and exceed operational goals and objectives. Equipped with strong problem-solving, communication, and interpersonal skills in delivering outstanding service and revenue growth.

Q AREAS OF EXPERTISE

Operational Management

Team Development and Training

Strategic Planning and Implementation

Business Process Improvement

Customer Relations and Services

Cross-functional Collaboration

Q PROFESSIONAL EXPERIENCE

Sedgwick• Bedford, TX

Specialized Services Manager May 2021–Present

Ensure successful delivery of consulting services, particularly through effective management and customer engagement.

Manage the work of the engagement team under my direction to ensure optimal resource utilization and engagement execution by identifying process improvements and best practices

Maintain strong working relationship with client’s upper management team to resolve concerns and identify process improvements and best practices to achieve maximum results in meeting company expectations.

Assist direct reports in personal and career development by providing regular feedback, coaching and guidance on personal development, and encouraging direct reports to take ownership of their personal career path.

R.J. Reynolds • Mesquite, TX

Territory Manager Jul 2018–May 2021

Conducted in-depth analysis on competitor activities across the region, as well as evaluate key opportunities for business development.

Worked collaboratively with cross-functional business partners, while serving as liaison for employees.

Successfully grew sales revenue by maintaining positive customer relationships in assigned geographical area.

Discovered sales opportunities through consumer engagement that transition in growth opportunities with the region.

Teletech • Morrilton, AR

Supervisor, United HealthCare Oct 2017–Jul 2018

Took charge of reviewing advocates performance, managing coaching opportunities, and executing corrective actions.

Built partnerships with leadership and management teams to assist advocates in improving key performance indicators (KPIs) requirements set by the client for the call center.

Guaranteed the preparedness of advocates to answer complex customer questions through best practices and proper channels in escalating to management.

Evaluated staff effectiveness and performance annually and on an as needed basis.

Office Depot • Conway, AR

Technology Specialist Oct 2012–Apr 2018

Demonstrated technical skills in performing diagnostic tests and fixing malfunctioned hardware and software.

Provided hands-on assistance to team members in serving customers with large request for orders by rendering product knowledge and solution in any inquiries regarding specialty items.

Cultivated strong customer relationships by utilizing advanced selling skills, presenting product knowledge, and achieving customer satisfaction.

Mentored new team members with developing fact-finding skills, suggestive selling, and closing with excellent customer service experience on customer surveys.

Teletech • Sherwood, AR

Trainer, Avis Budget Group Jun 2017–Oct 2017

Coordinated with external client and experts to discuss instructional design.

Identified and analyzed the effectiveness and impact of training on employee skills and KPI’s.

Assessed training needs site-wide, while determining skills and knowledge gaps needed to address.

Trained team members to use the computer system effectively, to ensure that quality customer service was always provided.

America’s Car-Mart • North Little Rock, AR

Assistant General Manager Oct 2015–Jun 2017

Ensured compliance with proper funding guidelines by examining and approving sales deals for financing.

Administered all incoming inventory to be serviced to make certain that all units were ready for customer purchase.

Provided training to sales staff to effectively resolve customer concerns and win each deal.

Assists General Manager in developing a culture where safety, inclusion and ongoing employee interaction are valued and evident in all activities.

Hewlett Packard • Conway, AR

Customer Engagement Management Advisor II May 2009–Oct 2015

Ensured the execution of appropriate changes to increase customer satisfaction in coordination with the upper management.

Improved customer loyalty and retention through outstanding account service.

Performed wide-ranging customer service and administrative tasks to provide resolution on customer issues.

Lead the planning process with Account Teams to determine engagement objectives and sales opportunities.

Q EDUCATION

Master of Business Administration in Administration and Management

Harding University • Searcy, AR

Bachelor of Business Administration in Management

Harding University • Searcy, AR

Q LICENSE

Licensed Property and Casualty, Life, and Health Agent

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