Customer Service Vice President
Resume:
Rob Waters
ad5cn2@r.postjobfree.com
Career Summary and Professional Qualifications
I am a Human Resource professional with many years of experience in retail management including financial center management, sales management and retail coaching and training. I am accomplished at full cycle recruiting, employee relations, motivating, organizing, coaching, and directing a staff to achieve their goals and maximize their productivity. I have a strong business acumen and have been a Regional Manager over 37 major markets in the Southeast. I possess extensive P&L review and financial management skills. I am innovative and well versed at developing and applying strategies and training that will dramatically improve revenue, profits, and customer service. I enjoy community volunteer work with multiple non-profits as well as networking in professional organizations.
Work Experience
Vice President, Human Resources - Senior Associate Relations Consultant – First Horizon Bank March 2021 – Present
Investigate and screen all allegations and anonymous “Lighthouse” inbound communications to determine validity of issues.
Partner with and advise all levels of management in performance counseling with guidance ensuring consistency across the company.
Acts as Subject Matter Expert for all Human Resource related topics for managers as well as over 3000 associates.
Provide guidance as is relates to EEOC, ADA and all other government guidelines for leadership.
Assistant Vice President, Financial Center Manager III – Fifth Third Bank
May 2016 – March 2021
Regional leader in business revenue growth, Customer Service Experience index (CEI), household and deposit balance growth.
Supervise tight cash and asset controls to ensure operational excellence and government regulatory compliance
Coach consultative sales behaviors in all staff to ensure the highest levels of client satisfaction and referrals
Represent the bank in all external functions to network and grow market share in the area of my financial center.
Recognized numerous times by business partners and peers with “The Spirit of the Pin” award for upholding company initiatives and partnering with others to achieve client satisfaction.
General Sales Manager/Retail Operations Consultant, Charlotte – Augusta October 2012 –May 2016 Windsor Fine Jewelers
Functioned as the close out specialist that liquidated the inventory and ultimately closed the Lions Jewelers operation and exceeded all profit, margin and sales expectations during the “Retirement Sale” period.
Worked on building out a renewed brand in Augusta, GA to ensure proper staffing, training on sales and customer service to ensure a proper experience – ultimately building sales significantly (double digit comp increases 26 months consecutively.)
Store Director, Charlotte
7/2011 –10/2012 Tiffany & Co. – An iconic brand in the jewelry world and one of the most recognizable related to quality and service.
Directed a team of seasoned commissioned sales and management professionals to ensure that sales and profitability goals are achieved.
Responsible for communicating companywide initiatives and implementing such to ensure continue brand success as well as superior customer experiences.
Functioned as the “Face of Tiffany” in the community participating in numerous charity events and functions to help promote the brand and build the customer base.
Awarded the prestigious “Global Achievement Award” by Tiffany for financial excellence and achieving all assigned profit and sales goals.
Education
University of Phoenix, Phoenix Arizona
Bachelor of Science in Business Management with Human Resource Certification
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