Rash

Rasheed Williams
Dallas, TX 75034
(430) 541-6630 [відкрити контакти](див. вище в блоці «контактна інформація»)

PROFESSIONAL SUMMARY
Results-driven Retail Operations and Customer Experience Program Manager with 6+ years of
expertise in executing mystery shopping programs, managing customer escalations, and
driving operational excellence across wireless retail environments. Proven track record in
coordinating comprehensive mystery shopper assessments, analyzing customer service
metrics, and implementing data-driven improvements that enhance retail performance and
customer satisfaction. Skilled in managing FCC, BBB, and Attorney General complaint
resolutions while collaborating with cross-functional teams to optimize sales techniques,
training programs, and store operations. Adept at leveraging analytics tools to track KPIs,
identify trends, and deliver actionable insights that drive measurable business results and
continuous improvement across multiple retail locations.

SKILLS & EXPERTISE
• Mystery Shopping Programs • Retail Operations Management • Customer
Experience Analytics • KPI Tracking & Reporting • Salesforce CRM • Power BI
• Qualtrics • Tableau
• FCC Compliance • BBB Complaint Resolution • Cross-Functional Collaboration
• Training Program Development • Retail Staff Training • SQL Data Analysis
• Project Management Software • Microsoft Excel Advanced

PROFESSIONAL EXPERIENCE
PROJECT MANAGER | 02/2022 to Current
Santander Bank - Remote
•
Orchestrated mystery shopping program across 450+ retail banking locations in 8 regions,
conducting 1,200+ evaluations annually and improving overall customer service scores by
28% within 18 months through targeted coaching interventions based on mystery shop
findings
•
Managed resolution of 350+ customer escalations including FCC, BBB, and Attorney
General complaints quarterly, achieving 96% closure rate within SLA timeframes by
collaborating with field sales leadership and implementing standardized resolution
protocols that reduced repeat complaints by 34%
•
Analyzed mystery shop data using Power BI and Qualtrics to identify service gaps across 12
key performance metrics, presenting actionable insights to executive leadership that
drove implementation of 4 new training modules and increased Net Promoter Score from
 62 to 79 over 24 months
•
Led cross-functional collaboration with sales, marketing, operations, and training teams to
execute 6 customer experience improvement programs, resulting in 22% increase in
product attachment rates and 31% improvement in compliance adherence across
wireless retail channels
•
Developed and delivered comprehensive retail staff training curriculum for 800+
employees focusing on sales techniques, product presentation, and customer service
excellence, incorporating mystery shop feedback that elevated average transaction
values by $145 per customer interaction

RETAIL OPERATIONS PROJECT MANAGER | 01/2020 to 02/2022
Comcast - Remote
•
Executed mystery shopping assessments across 280 retail service centers, analyzing
customer service interactions and operational compliance to identify improvement
opportunities that increased customer satisfaction ratings from 73% to 89% over 18-month
period
•
Coordinated monthly mystery shop evaluations with third-party vendors, ensuring accurate
assessment of sales techniques, product knowledge, and store presentation while tracking
15+ KPIs through Salesforce dashboards that informed quarterly business reviews with
regional leadership
•
Implemented best practices for retail operations by developing standardized evaluation
criteria and operational procedures, resulting in 42% reduction in brand standard violations
and consistent alignment with company promotional guidelines across all locations •
Partnered with training and development teams to create data-driven coaching
programs based on mystery shop insights, leading to 36% improvement in employee
performance scores and 28% increase in first-call resolution rates within 12 months

PROJECT COORDINATOR | 02/2017 to 01/2020
Cigna - Remote
•
Managed multiple customer experience improvement programs across 150+ healthcare
service locations, tracking performance metrics through Tableau dashboards and
providing quarterly reports to leadership that identified $2.3M in operational efficiency
opportunities over 3-year period
•
Conducted mystery shopping visits and phone evaluations to assess customer service
quality, documenting findings in comprehensive reports that drove implementation of 8
process improvements and reduced average customer wait times by 41% within 18 months •
Collaborated with operations and sales teams to evaluate and enhance service delivery
processes, utilizing SQL data analysis to identify trends affecting customer satisfaction and
contributing to 25% improvement in customer retention rates

PROJECT OPERATIONS SPECIALIST | 01/2015 to 12/2016
 CVS - Dallas, TX
•
Performed mystery shopping evaluations across 85 retail pharmacy locations throughout
Texas region during 24-month period, assessing customer service standards, product
presentation, and operational procedures while documenting detailed observations that
informed district manager coaching strategies and improved service consistency scores
by 31%
•
Analyzed mystery shop data and customer feedback metrics using Excel-based tracking
systems to identify performance trends and service gaps, collaborating with store
management teams to implement corrective action plans that reduced customer
complaints by 44% and increased customer satisfaction ratings from 76% to 91% within first
year
•
Coordinated with training department to develop retail staff education programs based
on mystery shop findings, creating role-playing scenarios and best practice guides that
enhanced employee product knowledge and sales technique proficiency, resulting in 27%
increase in pharmacy services enrollment and 19% improvement in front-end merchandise
sales
•
Monitored compliance with brand standards, promotional guidelines, and operational
procedures through regular store assessments and mystery shop evaluations, partnering
with regional operations leadership to address identified deficiencies and implement
solutions that achieved 95% compliance rate across all evaluated locations by end of
second year

EDUCATION
Texas A&M University - Texas City, TX | Master of Science
Business Administration, 07/2012

Concordia University - Minneapolis, MN | Bachelor of Science
Business Management, 08/2008

CERTIFICATIONS
• Certified Business Analysis Professional (CBAP)
• Certified Scrum Master (CSM)
• Project Management Professional (PMP)
• Agile Certified Practitioner (ACP)