Customer Service Manager Entry Level General Development
**** ******** ******
Stone Mountain, Georgia 30083
Dedicated, High Potential Development Supervisor experienced managing training processes and procedures such as scheduling, roster updates and payroll. Strong strategic, analytic and problem solving skills combined with vast experience staffing, terminations, promotions and the on boarding process. Has a Professional demeanor with the ability to communicate effectively with all levels of an organization. Fast learner and adapts to change rapidly with a positive attitude and enthusiasm to excel in a fast paced environment. Detail oriented and strategically plans to meet deadlines combined with highly developed organizational skills requiring little direct supervision.
RACETRAC PETROLEUM, Atlanta, Georgia
Development Supervisor, 2000 - 2011
I supervised the training programs of 11 stores and created schedules and site training for new and internal managers. Reviewed performance evaluations and assessed appropriateness for the company. Worked directly with learning and Development to update training materials; improve processes between Corporate Learning and other training functions. Utilized formal quarterly performance review process to define expectations, provide feedback, and establish competency development plans. Planned and facilitated orientation and coordinated training events. Managed store budgets by tracking expenditures and monitored audits. Generated weekly financial reports and reviewed P& L’s to forecast future earnings. Liaison between category mangers and field personnel during new product rollouts and procedure changes to ensure corporate expectations were met. Entrusted with the most complex customer service issues as a result of exceptional ability to promptly resolve concerns and satisfy customers and escalated personnel issues to risk management.
Employee advocate and liaison between operations and human resources.
Improved area’s promotable candidates to 12%, 3% higher than regional average.
Decreased voluntary turnover to 27%, below regional average of 45%.
Successful track record for promoting entry level candidates to store management level.
Initial Trainer – 2 years
Special Projects implementations Team – 2 years
Store Manager – 1 year
Operations Supervisor – 2 years
Development Supervisor – 4 years
KENNY ROGERS RESTERAUNT, Marietta, Georgia, General Manager 1999 – 2000.
UNITED STATES POST OFFICE, Marietta, Georgia, Casual Clerk 1999 – 2000.
BURGER KING, Knoxville, Tennessee, Store Manager 1996 – 1999.
CHECKERS RESTERAUNT, Knoxville, Tennessee, General Manager 1993 – 1996.
LINCOLN MEMORIAL UNIVERSITY majored in Business Administration.
WALTERS STATE COMMUNITY COLLEGE majored in Business Administration.
RUTLEDGE HIGH SCHOOL, Diploma Awarded
Computer skills include, MS Word, Excel, Power Point, Spreadsheets and Outlook.
Software experience includes, Radiant, Ruby, Sapphire, Time clock, HRIS, Kronos
CERTIFICATIONS AND AWARDS
Serve Safe certified, Alcohol Permits.
Full Athletic scholarships – Walters State Community College, Lincoln Memorial University.
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