Operations Leader & Customer Service Optimizer

Theodore E. Williams II

Loganville, GA 313-***-**** **********@*****.***

Professional Summary

Customer-focused operations leader with 20 years improving service delivery, client satisfaction, and operational workflows across logistics, facilities, and customer-facing roles. Skilled in issue resolution, team leadership, process redesign, and SLA/KPI management.

Core Competencies

Customer Service

Client Relations

Issue Resolution

SLA Management

Customer Experience Improvement

Team Leadership

Training & Development

Process Improvement

Documentation & Reporting

KPI Tracking

SAP

Microsoft Office

Escalation Management

Quality Assurance

Professional Experience

WalMart — In Home Delivery Driver Mar 2025 – Present

Complete 50+ last-mile deliveries per day with 99% accuracy; verify orders, document delivery confirmations, and resolve on-site issues to ensure satisfaction.

Process returns and exceptions and maintain accurate delivery records.

Ferguson Enterprises, Inc. — Operations Manager Apr 2022 – Feb 2025

Led cross-functional teams of 30+ to improve service levels and reduce customer complaints through SOPs, training programs, and escalation protocols.

Deployed KPI dashboards and SLA monitoring to improve first-contact resolution and reduce average handling times.

Managed workforce planning and coaching to maintain service metrics during peak periods.

Rocket Mortgage — Resolution Analyst Supervisor Oct 2020 – Feb 2022

Supervised audit operations and client inquiry resolution with a team of 5–8; achieved 98% accuracy and reduced backlog by 30%.

Prepared executive summaries and remediation plans for escalated issues; standardized documentation and training to improve response times.

EnviroClean — Building Engineer / Supervisor Jul 2018 – Oct 2020

Managed facility services and maintenance for commercial clients; supervised teams of 8–10 and ensured timely responses to service requests.

Implemented preventive maintenance schedules and quality checks to reduce repeat service calls.

Pitney Bowes — Assistant Manager Feb 2003 – Dec 2008

Supervised a team of 15 clerks and managed client requests and service delivery supporting a high-volume client base.

Deep Cleaner / Supervisor — EnviroClean & The Bottle Crew Oct 2016 – Apr 2017; Mar 2009 – Oct 2016

Delivered sanitation and facility services for large-scale operations; ensured quality assurance and client communications.

U.S. Army, Fort Knox — Automated Logistics Specialist (Sergeant) Jul 1998 – Jul 2002

Led teams of 8–10, managed supplies, and implemented accountability systems; recognized for leadership and operational discipline.

Education

B.S., Business Management — Davenport University, May 2006

Technical Skills & Certifications

SAP

Microsoft Office Suite

Customer Service Platforms

OSHA Safety Standards

Additional Information

Authorized to work in the U.S.

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