LiveCareer-Resume

general manager resume example with 10+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Professional Summary

Skilled manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales-minded leader with sound judgment, good planning abilities and interpersonal communication strengths.

Skills
  • Performance Improvement
  • Client Account Management
  • Team Leadership
  • Coaching and Mentoring
  • Operations Management
Certifications

HubSpot Service Hub Certification - 2021

HubSpot Sales Software Certification - 2021

Education
Randolph Community College Asheboro, NC Expected in 2006 Associate of Arts : Photographic Technology - GPA :
Proficient In
  • Microsoft Office
  • Google Office Suite
  • SEO
  • Google Analytics
  • Netsuite
  • B2B
  • Salesforce
  • RingCentral
  • Slack
  • Hubspot
  • JIRA
  • Stripe
  • Wordpress
  • Pardot
  • Facebook Ads Management
  • DNS Record Management
  • SaaS
Work History
Sunset Grown - General Manager
Jonestown, PA, 07/2018 - Current
  • Manage inbound customer service team of up to 5 representatives that is designed to deliver websites, social media tools and marketing, as well as maintain email queue that received roughly 100 emails per day.
  • Audit calls for Client Success and Sales team, coach representatives, maintain inbound phone calls when volume demand so and give social media, marketing, coaching and website advice for clients.
  • Hire, onboard and coach new employees on industry practices, company procedures and technology systems.
  • Develop and maintain relationships with customers and channel partners through direct communication.
  • Deliver business strategy and develop systems and procedures to improve operational quality and team efficiency.

Significant Accomplishments:

  • Promoted to General Manager after starting as Client Success Manager.
  • Developed Salesforce Service Cloud platform and collaborated with our Salesforce admin to ensure our service platform was deployed and fully functional by our deadline.
  • Developed specifications for the Salesforce admin to add to our platform and in doing so, maintained our lead round robin, lead assignment rules, and managed our users in Salesforce.
  • Collaborated with the Salesforce admin to ensure we knew which leads our sales reps had contacted via RingCentral.
  • Drove year-over-year business growth while leading operations by reducing churn from 14% per month down to 2.2% and increasing annual billing client renewal from 45% to 80% in 5 month period.
  • Successfully implemented new policies and procedures to improve team efficiency.
  • Adjusted our sales script and developed an onboarding system that was used by our sales team to be more consultative and understand the potential client needs ensuring that we will be a great fit for each other.
  • Launched HubSpot Sales & Service software system, resulting in improved operational insight, planning, customer retention and increased revenue.
  • Worked with software development team based out of Cebu, Philippines and the U.S. on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Increased sales by educating prospects on benefits of products and services in comparison to competitors by hosting monthly webinars.
Sunset Grown - Client Development Team Lead
Laredo, TX, 04/2015 - 06/2018
  • Led inbound customer service team of 4 representatives and a production team of 2 representatives that was designed to deliver websites, social media tools, as well as maintained email queue that received roughly 150 emails per day.
  • Audited calls for inbound and production team, coached representatives, strategized new ways to deliver a better client experience, stayed up to date on the latest social media and marketing trends, and maintained inbound phone calls when volume demanded so and gave social media and website advice for clients.

Significant Accomplishments:

  • Promoted to Team Lead after starting as an entry-level Inbound Specialist.
  • Evaluated and redeveloped how our company handled emails by responding to emails within a 15 hour time window, including weekends, instead of assigning emails to the team on a daily basis.
  • Adjusted the on-boarding process for clients to include required information that would help create better products from the start.
  • Designed and developed specialized roles for our representatives instead of having generalized roles.
  • Built a separate retention team instead of having all representatives take care of retentions, as it requires a different skillset.
  • Delivered finished products to clients within 48 hours of sale.
  • Maintained a 82% customer satisfaction rating and a 6 minute and 40 second phone handle time over the course of the last year with the company the average being at a 70% customer satisfaction rating and an 11 minute phone handle time.
  • Bridged gap between sales and customer service while maintaining company interest.
Precision Time Company - General Manager
City, STATE, 08/2011 - 02/2015
  • Managed day-to-day store operations which include administrative paperwork for the district manager that outlined sales, cleaning, meeting daily sales plans, and meeting monthly sales plans.
  • Hired, onboarded and trained new employees to sell watches, fix watches, and use the POS system on the register.
  • Created weekly staff schedules.
  • Handled customer service situations as they arose.
  • Coached staff weekly to help achieve sales goals.
  • Monitored daily and monthly inventory control.

Significant Accomplishments:

  • Promoted to General Manager after starting as a Sales Representative.
  • Built community relations with neighboring businesses.
  • Maintained a score of 100% on all secret shop audits.

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Resume Overview

School Attended

  • Randolph Community College

Job Titles Held:

  • General Manager
  • Client Development Team Lead
  • General Manager

Degrees

  • Associate of Arts

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