Insurance Agent

WILLIAM ECHOLS, Jr.

* ****** **., **********, ** 95823

Phone: 916-***-**** ● Cell: 916-***-**** ● E-mail: *****************@*****.***

CAREER OBJECTIVE

Accomplished, versatile, and perceptive Management Professional seeking an opportunity to leverage strong leadership abilities, vast retail management experience, and superior communication and interpersonal skills in supporting an organization to achieve its established goals and objectives.

VALUE OFFERED

• Relationship Building – merges solid interpersonal and communication skills to forge, nurture and maintain strong business and customer relationships. Enthusiastically collaborates with internal colleagues to achieve established goals and expectations.

• Knowledge and Expertise – demonstrates expertise in operations management, personnel management, customer service, sales, marketing, merchandising, inventory control, health and safety, forecasting, budget administration, cost control, staff training and development, and reporting.

• Team Building and Motivation – effectively communicates with and motivates team members, fostering an atmosphere of teamwork and collaboration with an emphasis on goal attainment.

• Customer Service – blends integrity, innovative thinking, and leadership attributes to ensure first-rate customer satisfaction. Optimizes service delivery using sound decision-making talents, critical thinking skills, and an unwavering drive to excel.

• Competitive Drive and Strategic Thinking – personable, persuasive, and highly respected for business acumen, displaying a positive leadership approach, and consistently surpassing goals.

PROFESSIONAL EXPERIENCE

Bel Air Market, Bel Air, CA, 1990 to 2010

Assistant Director, 2007 to 2010

• Promoted rapidly through a series of increasingly responsible roles over the course of a highly successful twenty-year tenure based on an exemplary work ethic and a proven record of success.

• Strategically direct day-to-day operations in a fast-paced, high volume retail environment, responding swiftly and decisively to handle competing priorities and manage over $450,000 in weekly sales.

• Manage a complex daily workload with responsibility for operations management, sales, marketing, merchandising, inventory control, P&L analysis, EH&S, security, and personnel management.

• Utilize proven analytical skills to plan resources and schedule workflow, maximizing efficiency and productivity in all departments including grocery, deli, bakery, meat, and produce among others.

• Provide leadership and direction to staff members in the execution of daily roles and responsibilities, developing a high performance team that work collaboratively to achieve goals and objectives.

• Responsible for the HR function with responsibility for staff training and development, performance evaluation, administration of the disciplinary and grievance procedures, and conflict resolution.

• Leverage strong organizational skills to maintain optimum inventory levels valued in excess of $1 million in accordance with historic and forecasted sales, successfully minimizing waste and shrinkage.

• Demonstrate solid financial acumen in all areas of profit and loss management and analysis, budget administration, labor cost control, and expense management, maximizing overall annual profitability.

• Forge, nurture, and maintain loyal client relationships and provide the highest standards of professional and courteous customer service, improving client satisfaction, retention, and referrals.

• Enforce company policies and procedures and maintain the highest levels of safety and in the retail operation, ensuring compliance with all Department of Health standards and zero accidents.

• Function as the Safety Coordinator and devise and deliver safety training using computer based training programs, safety work observation manuals, and on-the-job training techniques.

• Serve as the primary liaison to officials from the Department of Health, implementing policies and procedures that ensure the consistent passing of Health Department inspections.

Continued …

William Echols, Jr. ~ Page 2 of 2

rovide leadership

Customer Service Manager, 1997 to 2006

• Managed a range of daily duties with responsibility for customer service, complaint management, problem solving, incentive planning, staff coaching and mentoring, and staff morale.

• Utilized superior coaching and mentoring skills to develop company employees, significantly improving staff performance, accountability, flexibility, morale, and retention.

• Developed and implemented highly effective incentive programs that raised morale and enhanced the store profile for customer service within the greater community.

• Fostered a customer focused culture and developed an efficient, professional, and courteous environment where customers loved to shop and employees loved to work.

• Exercised outstanding interpersonal and analytical talents to provide timely and effective resolutions to complex customer concerns and problems without loss of customer goodwill or further escalation.

• Provided exemplary standards of customer service and support to customers from diverse cultural and socioeconomic backgrounds, improving the value and volume of repeat and referred business.

• Applied solid technical skills to manage all technical aspects of check processing, debt collection, EBT, and credit cards, improving customer service standards.

• Won the Customer Service Manager Crew of the Year 3 out of 7 years, an external company wide competition among stores to determine the departments that provide the best overall customer service

Head Clerk, 1994 to 1997

• Supervised the day-to-day activities of checkers and courtesy clerks, scheduled breaks and lunches, rotated staff, assigned workflow, and ensured the highest standards of efficiency and productivity.

• Handled additional duties including hygiene and cleanliness, call sheet creation, customer complaint resolution, check approval and/or disapproval, floor sweeps, and customer service among others.

Earlier roles included: Utility Clerk, 1990 to 1993 and Checker, 1993 to 1994

Additional Professional Experience…

Administrative Technician, Small Business Administration, Disaster Assistance, Sacramento, CA 1985 to 1990

United States Air Force

MILITARY EXPERIENCE

Staff Sergeant / Air Operations Systems Specialist, U.S. Air Force, Sacramento, CA 1979 to 1985

• Responsible for a broad range of duties including monitoring air force pilot flight training hours, recording flight activities, supervising and training airman, and mobilizing activities among others.

EDUCATION

Bachelor of Science in Business Management, California State University, Sacramento, CA, Sept. 2003

Coursework: Strategic Management; Operations Management; Data Analysis for Managers; Computer Information Systems; Business Finance; Principles of Marketing; Communications; Management Contemporary Organization, Managerial Accounting, and Presentational Speaking

CERTIFICATIONS

Serve Safe Certification

COMPUTER SKILLS

Microsoft Office Suite: (Word, Excel, PowerPoint), Email Applications, and Internet Applications

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