Retail Ambassador

William Watson

Floor Covering Professional

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

Grove City, OH 43123

614-***-**** (Cell)

Email: ****.*.******@*****.***

Objective:

To secure a mid-level position that will benefit from a well experienced and respected floor covering professional in training, project development, management and estimating with an industry leading company.

Qualifications:

. Substantial experience in training in classroom and "hands on" environments including sales associates, installers and management in all phases of flooring.

• Possesses broad, comprehensive training and knowledge of all flooring surfaces gained through substantial experience in the floor covering industry.

• Excellent experience in Installation Management/Supervision.

• Excellent background of 12 years in residential floor covering sales.

• Proficient in the role of technical consultant to Installation Managers, Sales Representatives, Consumers, and Flooring Technicians regarding all phases of flooring installation.

• Exceptionally skilled at customer service and issue resolution.

• Competent in accurate and detailed blueprint takeoffs and estimates for both residential and commercial flooring projects.

• Accustomed to various computer software programs.

Work History:

2007 – 2009 ~ Installation Manager/Customer Service Specialist ~ Empire Today

Instrumental in improving customer satisfaction surveys for two markets and consistently maintained survey results above company goals. Awarded “Most Improved Customer Service Survey Market” during 12 month period of September 2007 through September 2008. Awarded “Best Customer Service Survey for a Small Market” October 2008.

• Analyzed business results using key performance indicators along with developing and executing action plans for improvement.

• Ensured all customer service issues were tracked and followed through to resolution.

• Reviewed and approved corrective action(s) and or deviations from normal activity and generally assisted in solving complex problems.

• Responsible for leading and developing direct reports to upper management.

• Assign, dispatch and supervised up to 15 flooring installation crews daily.

2006-2007 ~ Regional Technical Manager ~ Faus Group Inc.

• Conducted factory training and certification seminars with laminate flooring installers certifying more than 200 installers.

• Presented product knowledge and installation seminars with Home Depot Associates, Department Heads, and District Trainers resulting in a significant reduction in consumer complaints.

• Assisted Corporate Customer Service with consumer issues regarding product and installation.

• Manufacturer claims resolution.

2000-2006 ~ Field Supervisor/ Regional Technical Trainer ~ Cover-All Flooring Inc

• Created and conducted product knowledge and installation training related to all flooring surfaces for 10 Service Centers. Arranged and provided training from various manufacturer representatives and trainers including Armstrong, DuPont, Orcon and Seam Master.

• Developed a mandatory training program consisting of a new topic each month which was distributed by Field Supervisors in each of 10 Service Centers.

• Created and managed a “Vital Factors Team” consisting of Installation Supervisors in all markets resulting in a consistent and significant reduction in installation related charge backs and repairs.

• Interviewed, evaluated and assisted in hiring Installation Supervisors and Flooring Technicians at the Service Center level.

• Designed and implemented an “Installation Supervisor Analysis” as a communication device for Service Center Managers.

Letters of Recommendation Available Upon Request

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