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Northport, ALEMAIL AVAILABLEPHONE NUMBER AVAILABLEWork ExperienceSales SupervisorHarbor Freight Tools-Northport, ALMay 2024 to PresentStrive in performing Excellent customer service.Drive to ensure in stock is managed on all products. Perform management duties in relation to associates, point of sale at the register. Cash Office management during morning register setup and evening close of the day register management to include end of day deposit.Key holder duties involving opening store/closing store responsibilities. Ensure supplies are kept up to date.Perform duties to ensure safety and state/federal compliance of managed and hazardous waste materials are followed.Execute planogram modifications .Perform needed price changes and prepare for unique sales events. Leader on Duty tasks to include assisting customers find desired items. Explaining the benefits of stores paid membership plan to customers. Assisting customers locate special cost savings coupons. Additional duties to direct associates in their tasks to be completed while performing leader on duty responsibilities.Ensuring customer expectations within reason are met. Managing register lines to ensure a quick checkout experience for customers. Executing replenishment reporting for instock items. Assist in training new associates and providing guidance on overcoming objections while they are on register in relation to upselling a paid extended service plan or the paid membership plan to customers. Telecommunications DispatcherCity of Tuscaloosa-Tuscaloosa, ALDecember 2023 to May 2024Recieve incoming calls from individuals in need of police services. Efficiently document and prioritize calls for officers to arrive too. Dispatch available officers on scene by utilizing a staffing chart and map display showing officer current locations. Work to ensure officer safety at all times. Call and dispatch specialty task forces and wrecker services as required. Communicate all pertinent information real time to the officer ensuring the complainants questions, concerns and remarks are forwarded accurately.Document the end clearance code for the officer and build additional records upon their request. Seasonal Team LeadWalmart-Northport, ALJune 2012 to December 2023Team Lead guiding a team of associates currently in Lawn and Garden, Toys and Seasonal departments. Providing exceptional customer service by maintaining a polite, priced and in stock departments for customers.Team ManagerStream Global Services-Watertown, NYMay 2010 to November 2011Responsible for the daily one-on-one supervision and management to a team of 15-30 direct reports. Ensures service delivered to our customers meets contractual Key Performance Indicator (KPIs) obligations of our clients through the management of operational activity of the team. Fostered Support Representatives professional development growth. Through effective coaching and communication, promoting teamwork and cooperation while delivering on our companys key mission. Ensured all Representatives have a clear understanding of performance expectations. Have made sure that the appropriate training has been provided and that the Representatives have access to all tools and resources to perform at high levels of productivity and efficiency. Utilized a wide variety of Management tools to ensure that payroll is accurate. Scheduling was in effect to meet the business needs and provided reports to the client regarding Individual and team statistics daily, weekly and monthly. Proactively managed Attendance Standards compliance and Leaves of Absence in accordance with company policy and practice. Evaluated the need for advanced actions based on attendance data and acted accordingly. Provided escalation support to Support Representatives by providing guidance in problem solving customer issues. Using all available resources to resolve these issues as efficiently as possible. Ensured that the guidance is translated into coaching and effective feedback for the Support Representatives Prepared, processed and conducted annual performance appraisals for assigned Support Representatives. Managed the appraisal process within the team by conducting a three month job discussion with new employees and an annual review discussion on all tenured Representatives. Partnered with Human Resources to screen, interview and hire Support Representatives for contract. Ensured that effective training and mentor resources were provided for all employees. Premier Tier 2 SpecialistStream Global Services-Watertown, NYMay 2009 to May 2010Ensuring customer needs are met while handling a variety of complex cases. Working with Salesforce.com to develop a streamlined approach for reporting needs the review and processing of Management/ Customer Escalations. Every contact with the customer is satisfaction driven to resolve their concerns Working with the different Vendors, Support Teams and Salesforce.com to ensure that every customer escalation is addressed appropriately. Responsible for maintaining Weekly reporting to include KPIs, CSAT and Management Escalations. Utilizing my knowledge of customer satisfaction to bring new ideas to our leadership team that will help improve and achieve goals in customer satisfaction. Quality AnalystStream Global Services-Watertown, NYOctober 2006 to May 2009Responsible for the preparation of weekly executive reports for all lines of business. Preparing reporting aids to assist in the daily, weekly and monthly analysis driving Quality and Customer Satisfaction. Continuously providing feedback to Senior Management and Support Staff on driving factors and patterns from the utilization of Customer Comments and internal Quality metrics. Responsible for preparing tools to assist coaches when completing Support Evaluations. Keeping up to date Coaching Distributions and Outlier Management files showing coaches KPI metrics for individual lines of business. Instructed team members on usage of utilizing Microsoft tools to perform job functions. Assisted in the development of new Quality Performance Legends. Provided Quality Feedback, Effective Coaching and NICE Evaluator training to new coaches. Participated in the Exceptional Customer Experience program as the ECE Site Champion. Partnered with clients to drive Customer Satisfaction enhancing individual Customer Satisfaction surveys and varying methods of reporting satisfaction results. Quality RepresentativeStream Global Services-Watertown, NYMay 2005 to October 2006Developing the skills and providing effective/constructive feedback to Support Professionals on Samsung, SIRIUS and Salesforce.com. Performing evaluations based on client requirements to ensure a set of standards were met. Communicated weekly with clients discussing call performance and standards. Reviewing any call legend developmental action steps needing to take place as a result. Assisted in the development of the Quality Associate Training Program. Senior Support RepresentativeStream Global Services-Watertown, NYAugust 2004 to May 2005Responsible for guiding Support Professionals on how to use their tools to answer customer questions. Performed evaluations on Support Professionals struggling with components of their calls. Met weekly with clients to discuss operational areas needing improvement to include new promotional items. Technical Support RepresentativeStream Global Services-Watertown, NYSeptember 2003 to August 2004Excelling in providing a first-level support to all customers on various contracts. Meeting multiple performance requirements and providing an Exceptional Customer Experience. EducationHigh school diplomaNorth Hardin High School - Radcliff, KYAugust 1997 to May 2000Skills Microsoft Excel Microsoft Word Microsoft Office Customer service Management Time management Time & attendance systems Schedule management Personal training Compliance Management Salesforce Team Management Statistics Employee Orientation Technical Support Recruiting Program Management Project Management Process Improvement Interviewing Mentoring CRM Software Telecommunication Planograms Sales Management Office Management Upselling Logistics Merchandising Quality Assurance Operations Management |
