A self-motivated and hard working customer-focused individual with eleven years of experience in customer-facing and operations management positions. Proven ability to maintain composure and implement effective problem-solving and interpersonal skills in addressing customer issues.
Adept at building customer rapport and loyalty, leading and motivating staff, working with minimal supervision, and exercising sound judgment and decision-making abilities.
Solid base of computer skills, including proficiency with Excel, Word, PowerPoint, Publisher, Illustrator and PhotoShop software applications and knowledge of web design and computer hardware troubleshooting.
Strong oral and written communication skills; works well independently or as part of a team.
Proven leadership skills; able to establish and maintain positive working relationships by building trust, treating others with respect, and demonstrating integrity.
Highlights
Operation Monitoring
Equipment Maintenance
Document Preparation
Issue Resolution
Deadline Compliance
Software installation and configuration
Microsoft OpenOffice
Analysis and problem solving
Accomplished with mobile devices
Accomplishments
Acme Markets, Excellent Customer Service award for 2004.
Arch Telecom, Excellence in Sales award June 2014, April 2015, May 2015 and May 2016.
Arch Telecom, highest service center gross profit award for 2014.
Experience
Lead Sales/Lead Technician March 2013 to CurrentArch Telecom a Sprint Preferred Retailer - Exton, PA
Promoted from Sales Associate to Lead technician in August 2013 and promoted to Lead Sales Associate in November 2015 carrying both titles.
Maximized sales opportunities by bundling and giving bottom line pricing.
Created strategies to develop and expand existing customer sales.
Resolved customer complaints and concerns with strong verbal and negotiation skills.
Displayed courtesy and strong interpersonal skills with all customer interactions.
Maintained composure and patience in face of difficult customer situations.
Quickly identified potentially fraudulent customers and took necessary steps to prevent profit loss.
Created new accounts, reset passwords and configured access for users.
Developed Excel-based program to track repair based gross profit and relay employees trend to their monthly goal and their per diem to get back on track.
Lead the district in sales in June 2014, April 2015, May 2015, and May 2016.
Lead the district in Service Center gross profit for all of 2014.
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Associate Manager/Usher March 2006 to March 2013Regal Theaters - Newtown Square, PA
Report to General Manager and serve as part of a five-person management team overseeing daily operations of a 10-theatre entertainment complex serving up to 4,000 customers per day.
Focused efforts on managing concession operations and achieved success in increasing sales and implementing improved inventory management practices.
Supervised, scheduled, trained, and directed 25+ employees and ensured operational compliance with corporate policies as well as safe food handling procedures.
Effectively managed the guest experience by making their needs the primary focus and taking personal responsibility for guest satisfaction, loyalty and dispute resolution.
Implemented operational and cost controls for labor, ordering, auditing, and cash management.
Communicated management and marketing initiatives to staff.
Monitored risk management, employee and patron safety, labor costs, and budget performance.
Executed troubleshooting and maintenance of projection and audio-visual equipment hardware and software.
Developed complex Excel-based program to correlate data from POS terminal logs and provide specific sales data used to evaluate promotional programs, provide incentives for Associates, and improve efficiencies in ordering and inventory management.
Negotiated with local businesses to secure reciprocal incentive awards and implemented numerous highly successful promotions resulting in increased concession sales over extended periods of time.
Earned meritorious promotion directly to Associate Manager from Concession Cashier, bypassing two stepping stone positions in half the time based on demonstrated managerial and motivational abilities.
Successfully completed a four-phase training program including programs in staff management and leadership, operations, safety, risk management, POS system, financial reporting, and loss prevention.
Demonstrated ability to productive positive results in a fast-paced environment, and to respond in the best interest of the corporation in emergency situations requiring tact and grace under pressure.
Initiated internalization of numerous facilities improvement and equipment maintenance functions, realizing significant savings for the corporation.
Consistently met or exceeded budget expectations and maintained an excellent rapport with staff and patrons.
Education
Graphic Design, Computer Science, and Management Information Systems, Dec. 2006Delaware County Community College - PAGraphic Design, Computer Science, and Management Information Systems
Diploma : Computer Science, June 2003Interboro High School - Prospect Park, PAComputer Science
