Customer Service Representatives October 2017 to CurrentConvergys － Jacksonville, NC
Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs').
Clarify customer requirements; probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking.
Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.
Maintain broad knowledge of client products and/or services, prepare complete and accurate work including appropriately notating accounts as required.
Participate in activities designed to improve customer satisfaction and business performance.
Store Manager April 2013 to October 2017Advance Auto Parts － Richlands, NC
Hired, trained and evaluated personnel in sales and marketing.
Reported to the district manager regarding all store and staff issues.
Interviewed job candidates and made staffing decisions.
Assigned employees to specific duties to best meet the needs of the store.
Increased profits through effective sales training and troubleshooting profit loss areas.
Scheduled and led weekly store meetings for all employees.
Managed staff of 15 sales associates, 3 team leaders and 1 assistant manager.
Generated repeat business through exceptional customer service.
Assistant Manager January 2010 to February 2013Advance Auto Parts － Jacksonville, NC
Immediately addressed problems with customers to promote quick and successful resolution.
Interacted with customers as they entered the store to determine what their needs were.
Encouraged the sales staff to cross-sell complementary products and services to customers.
Educated customers about the brand to incite excitement about the company's mission and values.
Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
Cultivated a customer-focused shopping environment by greeting and responding to all customers in a friendly manner.
Maintained established merchandising standards, including window, sales floor and promotional displays.
Operations/Assistant Manager July 2008 to January 2010Harbor Freight Tools － Jacksonville, NC
Led and motivated the store team to increase sales and ensure efficiency; analyzed sales figures - Utilizing P&L report for data analysis and forward planning; analyzed and interpreted trends to facilitate planning and forecast future sales volumes to maximize profits, set priorities and deadlines.
Handled staffing to include interviewing/hiring potential employees; conducting appraisals and performance reviews.
Responsible for ensuring that quality standards, customer service and safety standards were met.
Responded to customer issues and comments.
Updated superiors on business performance; monitored the sales floor regularly, talking to staff and customers, and identifying or resolving urgent issues.
Maintained awareness of market trends understood forthcoming customer initiatives.
Bachelor of Science : Business Administration Human Recourses Management, 2018University of Mount Olive － Jacksonville, NCBusiness Administration Human Recourses Management
Top producing sales professional and expert in the retail industry, dynamic communicator who consistently exceeds goals and company expectations. Marine Corps veteran with strong leadership and relationship-building skills. Proficient in sales techniques, interpersonal communication and hiring and recruitment processes. Technically-savvy with outstanding relationship building, training and presentation skills and employee development. A meticulous professional, excellent at juggling multiple tasks and working under pressure. Collaborative team player skilled at working with all levels of management. Technically-savvy with outstanding relationship building, training, presentation skills, and dedicated to the success of the company and employees I work with an analytical and disciplined approach. Able to work with minimal direction to solve problems, resolve conflicts and respond to employee inquiries.
Interpersonal and written communication
Strong verbal communication
Skilled in Microsoft Office
Risk management processes and analysis
Interpersonal and written communication
assistant manager, Clarify, Clerical, Interpersonal, Conflict resolution, client, customer satisfaction, customer service, data analysis, Data entry, Data management, decision-support, hiring, Inspection, Team leadership, market trends, marketing, meetings, merchandising, Microsoft Office, window, performance reviews, personnel, processes, profit, Project management, quality, quick, rapport, Risk management, safety, sales, sales training, Self-motivated, Spanish, Staff development, staffing, troubleshooting, verbal communication, written communication