William King Lightfoot III

**** **** ****** ***

ad4gsm@r.postjobfree.com

702-***-****

Objective: Results-driven professional with a comprehensive background at Zappos, encompassing roles in the phones department, email department, and live chat department, coupled with entrepreneurial experience in successfully launching and managing online businesses. Seeking a challenging position to leverage diverse skills and contribute to a dynamic team, driving organizational success.

Professional Experience:

Zappos.com – 8/2011 – 9/2021 (Las Vegas, Nevada)

Customer Experience Specialist:

• Demonstrated versatility and expertise by working across multiple customer service channels, including the phones department, email department, and live chat department.

• Provided exceptional support to customers through various communication channels, ensuring consistent service quality.

• Collaborated with cross-functional teams to streamline communication processes and enhance overall customer experience.

• Phones Department:

• Provided direct phone support to customers, resolving issues, and addressing inquiries promptly and effectively.

• Achieved high customer satisfaction ratings through personalized assistance and in-depth product knowledge.

• Actively participated in training programs aimed at enhancing phone support techniques and customer interaction.

• Email Department:

• Managed email communications, addressing customer concerns, and inquiries with detailed and informative responses.

• Developed standardized templates for efficient and consistent communication, ensuring a positive customer experience.

• Collaborated with the team to streamline email processes, improving response times and accuracy.

• Live Chat Department:

• Engaged with customers in real-time through live chat, providing immediate assistance and guidance.

• Contributed to the development of live chat strategies to increase efficiency and customer satisfaction.

• Received recognition for handling complex customer issues adeptly and maintaining professionalism during interactions.

Team Collaboration:

• Actively participated in team meetings, contributing ideas to improve workflow and enhance team dynamics.

• Collaborated with colleagues to create a positive and inclusive work environment.

Training and Development:

•Facilitated training sessions for new team members, ensuring a smooth onboarding process.

•Continuously updated product knowledge to provide accurate information to customers and team members.

Online Jersey Business – Good Sport Sports Goods – 10/2021 – Current (Las Vegas, Nevada)

Founder/Owner:

• Launched and managed an online jersey business, overseeing all aspects of operations, from sourcing to customer service.

• Developed and executed marketing strategies to drive brand awareness and increase sales.

• Established partnerships with suppliers and maintained inventory levels to meet customer demand.

Online Action Figure Business – Monumental Figures – 6/2022 – Current (Las Vegas, Nevada)

Founder/Owner:

• Established and operated an online action figure business, handling aspects such as product sourcing, marketing, and customer relations.

• Successfully grew the business, catering to a niche market of action figure enthusiasts.

• Managed inventory and streamlined shipping processes to ensure timely and accurate order fulfillment.

Achievements:

• Successfully launched and grew both the online jersey and action figure businesses, growing the revenue, clientele, names, and reputation for both

• Received positive feedback from customers and built a loyal customer base.

Education:

University Of Nevada Las Vegas/2005-2008

College Of Southern Nevada/2014-2018 (Associates Degree)

Major: Marketing/Advertising

Minor: Business Management

Skills:

• Customer Service

• Problem-Solving

• Team Collaboration

• Communication

• Product Knowledge

• Time Management

• Entrepreneurship

References: Available upon request.

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