William Pocock

Energizer
DISC Type : I

Senior Manager Contact Center Operations at DICK'S Sporting Goods

Greater Pittsburgh Region, United States

Overview

William is a senior manager with over 15 years of leadership experience, specializing in contact center operations and the customer journey for major retailers. He excels at developing new initiatives and motivating teams to achieve peak performance. He is also a certified Lean Six Sigma Green Belt.

Passionate about customer experience, he has a long track record of building strong relationships with both employees and customers. His career reflects a dedication to positively impacting the customer journey through operational excellence and a continuous growth mindset in all professional areas.

Personality Overview

Believer

Relationship Oriented

Enthusiastic

They are people oriented, friendly and like creating new connections.  Unlike C or D types, they are vocal with their opinions but not so much with their questions. They excel at seeing the bigger picture, and the long-term impact of their decisions.

Topics They Care About

Customer Experience
His career is defined by a passion for the customer journey, holding various roles at major retailers specifically designed to make a positive impact.
Contact Center Leadership
Has extensive experience as a senior manager of contact center operations at large companies like DICK'S Sporting Goods, Lowe's, and Gap Inc.
Operational Improvement
He is a certified Lean Six Sigma Green Belt and enjoys developing and driving new initiatives to boost efficiency and performance.

Media Appearances

William has no verified media appearances

Work History

10-2017
Senior Manager Contact Center Operations at DICK'S Sporting Goods
6-2015 - 10-2017
Senior Operations Manager at Lowe's Companies, Inc.
11-2014 - 6-2015
Sr. Manager, Contact Center Operations at Gap Inc.
2009 - 11-2014
Manager, Customer Support Services at Gap Inc.
2007 - 2009
Customer Service Manager: Call Center / Email / Special Projects at Gap Inc.

Education

William has no verified education history

More Information

Social Presence :

Prographics :

Exp : 31 Location : Greater Pittsburgh Region, United States Job Level : Middle Designation : Senior Manager Contact Center Operations at DICK'S Sporting Goods
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Insights For Selling To William

During A Call Or A Meeting

DO's

  • Talk anecdotally about the customer experience that your product offers
  • Be friendly and entertaining in your conversation
  • Do some small talk, ask them how things are going on their side

DONT's

  • Don’t assume a yes just because they have not said no
  • Don’t be excessively objective, be a storyteller
  • Avoid cutting into their flow

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with William is

  • Relationship and trust can be vital with them, sometimes more than anything else.
  • Will you ever get a clear answer from William

  • They are unlikely to say no directly, you have to make that decision yourself.

Insights For Deal Planning

    How fast (or slow) will William move?

  • They are not the fastest decision makers, their friendly approach can give false positive signals.
  • Can William take some risk or not?

  • They can accept limited risks, ones that they think will not impact them personally.

You And William

Personality Compatibility


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