Manager Customer Service
Resume:
Keith B. Burby
I am a consummate professional who strives to exceed in all that I do. I am creative and
intuitive; I rarely need to be asked to complete tasks. I have learned to wear many hats to be
successful, working for small companies I have often been my own tech support, facilities
maintenance and repair, frequently having to learn as I go. I am always thinking ahead and outside
of the box. I have been a strong leader since my days in the Boy Scouts, where I developed my
management style of leading by example and incorporating the thoughts of others when making
decisions. Throughout my work history I have successfully facilitated and participated in the
training, coaching, and critical review of others, and therefore, I take great pride in my abilities. I
have a broad skill set that allows me to function at a high level, both independently, and in a group
setting. I have a passion to learn and to get the job done the right way. I am often the first to learn
new information, and then sought out for assistance and consultation. I believe that superior
customer service is mandatory to gain and retain customers; it is an art that I enjoy being a student
of. I have been an asset to many organizations throughout my career, and I hope to be one in
yours.
HIGHLIGHTED CAREER ACHIEVEMENTS
Career Focus – In every job, started at an entry level position, excelled, and then was promoted into a
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leadership/management role.
Customer Focus – Imparted trust, knowledge, and honesty to all customers that lead to loyalty, referrals, and
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return customers.
Negotiation Successfully negotiated with vendor to change delivery days, thus improving inventory receipt
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management.
PROFESSIONAL EXPERIENCE
Wireless Universe (T Mobile Premier Retailer) 2012 – 2013
Retail Store Manager, 6/2012 to 3/2013
• Successfully managed the opening of two stores, including merchandising, hiring, and training.
• Assisted with the creation of outreach programs to attract customers.
• Rapidly increased all sales metrics and store consistently performed in the top three for the Jacksonville
area.
• Hired as full time sales associate before promotion to manager.
Noble Communications (AT&T Authorized Retailer) 2010 – 2011
Store Manager, 9/2010 to 10/2011
• Increased store sales performance from fifth ranked to first ranked.
• Implemented a partnership with area apartment complexes to increase home product sales.
• Reduced internal shrinkage by implementing inventory control and through employee monitoring.
• Improved merchandising standards by educating employees on product placement proper brochure usage.
• Hired as full time sales associate before promotion to store manager.
Plus Solutions (AT&T Authorized Retailer) 2008 – 2009
Store Manager, 7/08 to 12/2009
• Developed multiple strategies to increase customer base (i.e.; direct mail, business to business, off site
events, etc.).
• Increased store performance from bottom twenty percent of district to top twenty percent of district.
• Consistently exceeded sales goals for wireless and home products.
• Acted in General Manager capacity when needed.
• Originally hired as part time sales person and promoted to store manager.
PROFESSIONAL EXPERIENCE CONTINUED
Bank of America – Jacksonville, FL 2007 –
2008
Personal Banker, 9/2007 to 3/2008
• Provided superior service by interacting with customers daily to determine needs and develop ongoing
relationships.
• Sold and serviced bank products (i.e.; checking, savings, CD’s, credit cards, mortgages, H.E.L.O.C.’s,
etc.).
• Selected to participate in off site events to attract new customers.
Cellular Express Plus (Cingular/AT&T Authorized Retailer) – Jacksonville, FL 2006 – 2008
Store Manager, 7/2006 to 10/2008
• Exceeded sales goals by providing superior customer service to determine individual equipment and
service needs
• Learned sales operation and sales process with minimal training and supervision.
• Originally hired as part time sales consultant.
Citi Cards – Jacksonville, FL 2005 – 2007
Collections Representative II, 11/2005 to 2/2007
• Assisted customers at various stages of delinquency by determining a solution to their situation that would
benefit them, as well as the bank, with payments by phone and other arrangements to help bring their
account(s) current.
• Enhanced productivity by facilitating the implementation of new software.
R.H. Foster – Hampden, ME 2005
Store Manager, 2/2005 to 4/2005
• Managed all aspects of convenience store operations such as cash handling, inventory, human resources,
security, and more.
U.S. Cellular – Bangor, ME 2004 2005
Wireless Sales Consultant, 4/2004 to 2/2005
• Consistently exceeded all sales goals.
• Maintained high customer service and satisfaction in a high traffic location.
• Presented personal sales strategies to entire market due to personal sales success.
Sam’s Club – Bangor, ME 2002 2003
Assistant Store Manager, 11/2002 to 12/2003
• Managed store operations to increase sales through merchandising, member service, associate
safety/training, and store/asset security.
• Managed a staff of 40 50 people including area managers, hourly supervisors, and hourly associates.
• Successfully negotiated with vendor to change delivery days to improve inventory receipt management.
• Improved Profit and Loss statements in all food areas by reducing waste, changing ordering processes, and
modifying stocking practices.
• Trained and certified in forklift operations.
• Originally hired as seasonal over night stocker before promotion to assistant store manager.
PROFESSIONAL EXPERIENCE CONTINUED
MBNA America Bank N.A. – Belfast, ME 1995 2002
Officer Call Center Team Manager, 2/1995 to 8/2002
• Managed team performance to top three in Inbound Telesales Division.
• Improved sales performance of individual sales associates through ongoing education, call monitoring,
and monthly and biannual performance reviews.
• Facilitated new hire training.
• Selected for multiple task force projects due to exceptional personal sales and customer service skills.
• Created a more efficient process to handle escalation calls that was implemented department wide.
AWARD:
Boy Scouts of America Brewer, ME
Eagle Scout Award 6/1994
EDUCATION:
Florida State College at Jacksonville Jacksonville, FL
Associate in Arts
Anticipated graduation date 12/2013
Brewer High School Brewer, ME
High school diploma
TECHICAL PROFICIENCIES:
Applications: Microsoft Word, Excel, PowerPoint, Outlook, etc.
Operating Systems: Windows, Mac, iOS, Android, Blackberry
Repair Abilities: Cell Phones, Smart Phones, Computers, LAN Computer Networks, etc.
Contact Information:
8880 S Old Kings Rd Unit 126,
Jacksonville, FL 32257
**********@*****.***
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