William Barry Houghton
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Small Business Owner
Houghton’s Transport
09.2024 - Current
- Developed and implemented marketing strategies to increase brand awareness and customer engagement.
- Managed daily operations, ensuring efficient workflow and quality service delivery.
- Oversaw financial management, including budgeting, forecasting, and expense tracking.
- Cultivated relationships with suppliers and vendors to negotiate favorable terms and pricing.
- Managed daily operations for a successful small business, ensuring efficient processes and quality services.
- Established a loyal customer base by providing personalized attention, addressing concerns promptly, and exceeding expectations.
- Created financial plans and budgets to optimize resources, track expenses, and ensure profitability.
Hub Manager
Telstra
07.2021 - 09.2024
- Oversaw daily operations to ensure efficient workflows and adherence to safety standards.
- Managed inventory systems to optimize stock levels and reduce waste.
- Trained and mentored team members on operational procedures and best practices.
- Implemented process improvements, enhancing overall productivity and service delivery.
- Analyzed performance metrics to identify areas for operational efficiency gains.
- Collaborated with cross-functional teams to align objectives and improve service quality.
- Directed logistics management, ensuring timely fulfillment of orders and customer satisfaction.
- Streamlined hub operations by implementing efficient processes and procedures.
- Boosted employee morale through effective communication, recognition of achievements, and fostering an inclusive workplace culture.
- Established a customer-centric culture by providing exceptional service standards across all touchpoints within the hub ecosystem.
- Collaborated with senior leadership to develop strategic plans for hub expansion and growth opportunities.
- Managed budget effectively, reducing expenses without compromising on efficiency or quality of service.
- Ensured compliance with all legal, industry, and organizational regulations by implementing rigorous internal controls and monitoring systems.
- Coordinated cross-functional teams for seamless execution of projects and initiatives.
- Oversaw daily operations, managing staff schedules, task assignments, and workflow prioritization for maximum productivity.
- Implemented data-driven decision-making processes to optimize operational efficiency and drive continuous improvement efforts.
- Mentored junior staff members, enhancing their professional growth and development within the company.
- Implemented new inventory management system to maintain optimal stock levels and minimize waste.
- Cultivated a positive work environment by fostering open communication, addressing employee concerns proactively, and promoting teamwork across all departments.
- Optimized resource allocation for improved productivity and cost reduction.
- Researched and evaluated current and potential products used by service staff.
- Upheld 24-hour response time to service requests.
- Utilized best practices theory when selecting vendors and products.
- Scheduled in-house and vendor work accounting for sales and customer volume.
Assistant Store Manager
Telstra
08.2015 - 06.2021
- Led daily operations, ensuring efficient inventory management and optimal stock levels.
- Mentored and trained staff on customer service excellence and sales techniques.
- Analyzed sales data to identify trends, implementing strategies to enhance product placement.
- Collaborated with management to develop promotional campaigns that increased store visibility.
- Streamlined operational processes, improving overall workflow and reducing inefficiencies.
- Oversaw visual merchandising standards, enhancing customer experience through engaging displays.
- Handled escalated customer inquiries, providing resolutions to enhance satisfaction and loyalty.
- Developed training materials for new hires, fostering a knowledgeable workforce committed to company values.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Delivered consistent sales growth by identifying opportunities for promotions and cross-selling products to customers.
- Improved store operations by establishing clear communication channels between team members and implementing efficient scheduling practices.
- Conducted regular performance evaluations of team members while providing constructive feedback resulting in enhanced productivity levels.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
Technical Specialist
Telstra
03.2014 - 08.2015
- Diagnosed and resolved technical issues for clients, ensuring optimal system functionality.
- Collaborated with cross-functional teams to implement software upgrades and enhancements.
- Provided training and support to end-users on new technologies and systems.
- Analyzed system performance data to identify areas for improvement and efficiency gains.
- Developed technical documentation for processes, enhancing team knowledge sharing and onboarding.
- Managed troubleshooting processes, reducing response time to client inquiries significantly.
- Coordinated with vendors to assess product compatibility and integration challenges.
- Trained junior technicians on industry best practices and company-specific procedures, fostering a culture of continuous learning and professional growth.
- Provided exceptional customer support, resolving complex technical issues with effective communication skills.
- Completed troubleshooting and diagnostics on company resources.
- Troubleshot systems comprised of security alarms and Internet connectivity.
Technical Support Advisor
IBM
07.2012 - 02.2014
- Customer Service Advisor
- Proven Technical ability in solving problems with both hardware and software issues
- Resolving and taking ownership of case by case and providing resolution for customers.
- Handling Enquiries for products
- Processing Sales Purchase or items for customers.
- Booking customers to stores or referring for repair for product.
- Handling customer complaints (either feedback through the company or an advisor)
- Handling calls from asia-pacific and Australia and new Zealand
Salesperson/ Team Leader
T.P.G Marketing
03.2011 - 11.2011
- Territory Management & Customer Service.
- Successfully perform managerial duties during manager’s absence.
- Event Sites to Consumer Sales to Business to Business to Door to Door.
- Cold Calling & Telephone Sales.
- Calculate and transmit weekly sales report and stock back to the office.
- Recorded and filed all accounting paperwork.
- Train new employees and conduct company and product orientations.
Casual Sales assistant
Y.D. Men’s Clothing Store
12.2009 - 02.2010
- Serve customers using five step customer service standards.
- Organize merchandise and stock inventories.
- Help customer with enquires and provide advice, styling tips and product knowledge.
- Process stock inventories effectively.
Crew Trainer
McDonalds Family Restaurant
09.2007 - 11.2009
- Customer Service
- Cash Handling
- Cook, Drive-thru and front counter register.
- Train new employees and conduct company and product orientations.
- November 2009 – July 2010 (Westfield Garden City)
Education
Graduated Year 12 - undefined
Mt. Gravatt High School
01.2009
Graduated Year 7 - undefined
Upper Mt. Gravatt State School
01.2004
Skills
- Friendly, outgoing and responsive personality
- Enthusiastic, conscientious and hardworking
- Ability to work in a fast paced environment
- Customer/client service skills including the ability to assist people from all walks of life, age groups, and cultures
- Changing ways of relating with customers
- Developing the role of key account management, sales management and telesales roles
- Management skills
- Resilience and determination
- Confidence, creativity and an ability to learn and absorb knowledge
- Small business operations
- Vendor relations
- Planning and execution
- Cost control and analysis
- Business growth and retention
- Budget management
- Staff hiring
- Negotiation
- Opportunity identification
- Business operations leadership
- Customer service management
- Project management
- Team building
- Performance improvement
Certification
- Certificate 1 in Accounting
- Certificate 1and 2 in Business Administration
- QCE Certificate
- Award medals and trophy for district, social and high school basketball since 2004 – 2009
- Certificate of appreciation for crew member of the quarter and a crew member of the month at McDonalds Family Restaurant.
- Awarded for Continues High Rating Sales in the company for 6 Months for TPG
- Awarded highest store results for sales and customer feedback for 2015 and 2017, 2018 for Telstra
Timeline
Small Business Owner
Houghton’s Transport
09.2024 - Current
Hub Manager
Telstra
07.2021 - 09.2024
Assistant Store Manager
Telstra
08.2015 - 06.2021
Technical Specialist
Telstra
03.2014 - 08.2015
Technical Support Advisor
IBM
07.2012 - 02.2014
Salesperson/ Team Leader
T.P.G Marketing
03.2011 - 11.2011
Casual Sales assistant
Y.D. Men’s Clothing Store
12.2009 - 02.2010
Crew Trainer
McDonalds Family Restaurant
09.2007 - 11.2009
Graduated Year 12 - undefined
Mt. Gravatt High School
Graduated Year 7 - undefined
Upper Mt. Gravatt State School
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