Customer Service Retail Store

William W. Whisman

Midlothian, TX ***** 972-***-**** *****.*******@*****.***

www.linkedin.com/in/william-whisman-84172b64

Professional Summary

An accomplished and highly skilled IT leader with 25+ years of expertise in operations, customer service, stakeholder relations and project management. Proven history of exceeding desired operational metrics and financial goals with Fortune 100 Company. Recognized as a collaborative team builder, leading, and mentoring highly successful cross functional and diverse teams. Work Experience

AT&T Services Inc., Dallas, TX, USA 07/2000 – 07/2023 Associate Director-Technology, 2006 – 2023

Leader in operational planning, process development, deployment, and documentation to execute technical delivery and service delivery methodologies in a timely and cost-effective manner. Established wide range of relationships throughout the company enabling the ability to resolve problems/outages quickly.

• Led agent support team throughout store conversion project, 1000 company retail stores converting to authorized retailers, resulting in $39M operating expense reduction.

• Managed continuous 24/7/365 operation supervising up to as many as 25 technicians serving 1000+ retail users in over 350 stores.

• Expanded and diversified the operations team portfolio by in-sourcing support from call centers and authorized retail stores while achieving $12M year over year cost savings.

• Prioritized and scheduled daily work assignments with the technicians to assure meeting SLA’s and project due dates.

• Collaborate with business partners to define and develop business cases and establish technical requirements for the delivery of technology to AT&T retail stores for each new project.

• Established a positive culture of continuous improvement and learning along with self- development resulting in employee progressions and promotions, 8 direct reports promoted in the last 5 years.

• Analyzed metrics to identify adverse performance trends resulting in employee coaching with a focus on targeted training and development to achieve competency and improve the overall employee performance and increase client satisfaction.

• Collected customer feedback and made changes as needed to exceed customer satisfaction goals. Delivered at 98% customer satisfaction 10 consecutive years.

• Led the onsite IT support team throughout the build of the largest AT&T Flagship Retail store in San Francisco.

• Developed training manual for installation of Avaya Partner PBX for national footprint and provided onsite demonstration to 50 technicians that performed the work. Post training provided remote support.

Retail Store Field Technician, 2000 – 2006

• Spearheaded POTS line elimination initiative resulting in annual savings of $5M in operating expense.

• Reduced number of Field Technicians required to support new store opening from 3 down to 1 through upskilling and cross training.

• Maintained 100% SLA and customer satisfaction for 6 years. Skills

Education

• Associate of Applied Science - Industrial Technology Clackamas Community College – Oregon City OR

• Eastern Oregon State College – Education

La Grande OR

• Low Voltage Journeyman

Clackamas Community College – Oregon City OR

References available upon request.

• Leadership

• Communication

• Data & Telephony Installation

• Problem Solving

• Mentoring

• OpEx Management

• New Store Construction

• IT Equipment Installation

• Teamwork and Collaboration

• Scheduling

• Relationship Building

• Quality Control

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