Highly accomplished capable customer service professional and results-driven leader with 18-year proven performance record in delivering aggressive business growth, leading sales development and driving profitability.
Account Team Lead, 06/2011 to Current Excentus/Centego – Dallas, TX
Demonstrate a superlative work ethic; possess strong integrity and leadership with commendable track record of dependability, with a passion for providing customer-centric service excellence.
Work closely with clients and develop strategic partnerships to sustained company growth and to continue consumer loyalty and repeat business.
Support functions for the Centego internal teams including the Customer Support Team, the Project Services Team, the Research and Development Team and the Quality Assurance Team.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Facilitated inter-departmental communication to effectively provide customer support.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Effective liaison between customers and internal departments.
Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Account Executive, 01/2011 to 01/2013 Dallas, TX
Relationship manager for Centego and my accounts.
Develop long-term client relationships by providing superior customer service, follow-through, and attention to client's needs.
Responsibilities include software and services sales, business planning, project coordination and resolution of customer account issues.
Store Manager, 01/2007 to 01/2011 Plano, TX
Responsibility focused on leading overall store performance and guiding a diverse staff of hundreds to ensure critical sales and customer service metrics were achieved.
Guided store operations, merchandising, human capital, and planning strategy.
Directed efforts to understand local market needs.
Store/District leader with the Home Depot associate-led volunteer program, Team Depot.
Used market research to create an environment that catered to the target customer segment - including layout and appearance, in-stock and quality merchandise, and customer service.
Aggressively monitored sales goals, product merchandising, marketing, and customer service in order to grow revenue.
Launched sales initiatives to invigorate sales results in a suppressed economic cycle resulting in overachieving gross margin plan.
Developed comprehensive recruiting and training programs, which led to beating payroll budget by 8%.
FY10 Customer Satisfaction rating was 10% above company goal, which is in the top tier of The Home Depot stores.
Reduced infrastructure costs by 15.84%.
Best practices were adopted district-wide resulting in broader company savings.
Beat operating expenses by 6.24% adding $355,000 to the bottom line.
Reduced operations/supply costs by 26.74% through tight controls of the business on a daily basis.
The Home Depot
Assistant Store Manager, 01/2004 to 01/2007
Executed aggressive sales goals and product merchandising focus.
Created storewide marketing and customer services programs to increase sales and promote greater customer relations.
Customer service scorecards improved by 30%.
Maintained daily focus on store profitability, operations, inventory control and layout, and store appearance.
Store Manager, 01/2001 to 01/2004 Richardson Irving, TX
Elevated newly found profitability by creating and maintaining a strong customer service atmosphere, while focusing on the customer's best interests.
Improved total Richardson store sales by 10%.
Irving total store sales rose 31% in one year.
Improved Richardson store P&L by 28% due to reduction of workman's compensation claims.
Reduced Irving store losses by 45%.
General Merchandise Manager, 01/1995 to 01/2001
Maintained and controlled general merchandise department.