SUMMARY:

Customer Care Support Professional with over 25 years of diversified experience in multiple corporate cultures and highly dynamic environments. Very Strong project management, communication skills, as well as training and development skills. I have a strong analytical and mathematical aptitude and am able to perform in a fast paced multi - tasked environment.

EXPERTISE INCLUDES:

• Retail Store Management
• Buyer/Material Planner
• Certified Trainer
• Diversity Awareness
• IT Specialist
• Organizational Development
• Purchasing, Inventory Management
• Sales Expert
• Operations Supervision
• Phone Systems Management
• Project Management
• GREAT Coach Certified
• Human Resources
• Licensed Realtor
• Enterprise Supervision
• Customer Call Center Expert
• Facility Operations Management

• Wireless Sales
• Labor Management

WORK EXPERIENCE:

Confidential, Omaha, NE

General Manager

Responsibilities:

• Directly lead a staff of 10 or more employees and oversee all operational aspects of running a Confidential Mobile stand-alone store (P&L management, back office, cash handling, labor management, and scheduling, etc.)
• Oversee Shrink Programs and Merchandising Standards (inventory control, merchandising/store appearance, promotions, displays, signage, pricing, etc.)
• Analyzes store's performance indicators against team selling behaviors and goals; develop action plans to address objectives and achieve desired business results.
• Source, hire, and train staff.
• Oversee effective planning of team meetings and Training/Development Workshops.
• Conduct weekly 1-on-1 consultations with employees, and provide coaching recognition and feedback in such a way that creates an open and approachable culture in the store
• Conduct Sales and Service role-plays to assist each location's staff in providing complete solutions to each customer.
• Create community based partnerships that drive business and increase customer engagement

Confidential, Omaha, NE

Co-Manager

Responsibilities:

• Assist with directing the management team in Facility operations and communicating with both management and hourly Associates about Facility operations, merchandising, and Company direction.
• Assists in driving sales in the Facility
• Assists in driving the financial performance of the Facility
• Ensures compliance with Company policies and procedures
• Initiates, directs, and participates in community outreach programs, and encourages and supports Associates and managers in serving as good members of the community, including establishing and maintaining relationships with key individuals or groups in the community as the representative for the Company, presenting the Company's perspective to various external organizations following the Company's media guidelines, and championing Company-sponsored programs, events, and sustainability efforts to Associates, Customers, and the local community in order to emphasize the Facility as part of the community.
• Models, enforces, and provides direction and guidance to hourly Associates and managers on proper Customer service approaches and techniques to ensure Customer needs, complaints, and issues are successfully resolved within Company guidelines and standards.
• Provides supervision and development opportunities for management and hourly Associates in the Facility
• Upholds the Company's Open Door Policy

Confidential, Richmond, VA

Customer Service Center Sales Manager

Responsibilities:

• Create a successful sales team and environment.
• Provide internal and external customer service.
• Track and communicate all sales stats to team daily.
• Lead on all Store projects such as billing system changes, office conversions and all marketing related launches.
• Supervise and training of Sales Consultants.
• Manage weekly reports and review with my Team.
• Responsible for insuring cash handling compliance to policy and procedure.
• Conduct sales and new product training, as well as any other courses deemed necessary by Company.
• Approving Invoices.
• Auditing Sales, Cash Logs, and Adjustments.
• Monitor Inventory Levels and manage in conjunction with warehouse.
• Monitors monies spent for incentives and team promotions.
• Meet Sales goals, conversion rate goals, and customer satisfaction goals set by the company.
• Observe my sales consultants on the floor and provide feedback on their performance.
• Weekly coaching meeting with each team member
• Weekly team meetings.
• Responsible for approval and implementation all customer adjustments.
• Customer Escalations and Callbacks.

Confidential, Fort Myers, Florida

Enterprise Support Supervisor

Responsibilities:

• Provide leadership; manage performance to achieve sales, service and operational business goals.
• Develop personal performance plans with Customer Account Executives.
• Monthly Team Meetings.
• Collects data to identify opportunities for service improvement.
• Coaching of Customer Account Executives weekly.
• Review weekly reports on team’s performance to identify opportunities for service improvement.
• Phone monitoring and feedback to customer account executives.
• Responsible for training and implementation of all policies and procedures.
• Conduct system level training, create, edit and provide user level system documentation to team.
• Approve time, manage schedules and time off request.
• Handle customer escalations.

Confidential, Columbus, Georgia

Licensed Realtor, Buyers Specialist

Responsibilities:

• Responsible for Selling and Buying Property for clients.
• Provide expertise on pricing and home options for clients.
• Complete contracts for offers on properties.
• Negotiate price of properties for clients.
• Closing the sales for clients.

Confidential, Peoria, IL

Administrative Trainer

Responsibilities:

• Create, edit and provide user level system documentation.
• Provide technical assistance to customer service department.
• Track and coordinate all reports for customer care team.
• Lead on all district projects such as phone launch, office conversions and all computer related launches.
• Supervise and training of associates.
• Manage weekly reports and requests from regional office.
• Responsible for training of all new hires.
• Conduct sales and new product training, diversity and sexual harassment training as well as any other courses deemed necessary by corporate.
• Responsible for routing and check-in of all work orders as well as supervision of six person team that maintains contact with field technicians to assist with completing installs or trouble calls.
• Creates Purchase orders and submit to approved vendors
• Resolves any invoice discrepancies with Accounts Payable and the suppliers/vendors.
• Monitors monies spent against project/inventory budgets.
• Monitor inventory levels and make decisions to purchase inventory materials.
• Monitor the Min Max Levels set for inventory and adjust according to usage.