Customer Service Manager
Resume:
Jacques Jones
Salem, OR 97302
*********@***.***
Qualificatio Highly effective sales management professional, results
ns: oriented and mission driven. Eight years of delivering
excellent customer service. Extremely productive with a
diverse staff in a high volume, high stress environment.
Excellent written and verbal communication skills.
Proficient in the use of IBM clone, Mac desktops, Microsoft
Outlook and Power Point Presentations. Detail oriented and
highly organized self starter with a "can do" attitude.
Experience: May 2009-January 2011 Grainger Industrial Supplies
Salem, OR
Manager of Territory Sales
Orchestrated the development of a team of 9 territory sales
representatives who averaged 180 accounts per territory that
prospected, grew and maintained the business in their
respective territories throughout Oregon. My team mastered
the craft of selling over 900,000 different products and
several Inventory Solutions offers that streamlined each
companies Maintenance Repair Operations processes.
Coached my team on relationship building and proper sales
closing techniques with their customers. My team executed
role plays and traded successes and failures at our weekly
meetings and conference calls. I executed positive and
constructive feedback daily while conducting ride alongs.
Because of this solid routine, my team averaged two sellers
per month in the top 5 in the company for balanced
performance rankings. Out of 9 reps I had 6 on the average
trending over goal every month.
I exceeded my yearly sales goals of 2.4 million dollars with
a strong work ethic accompanied with the understanding of how
to exude the best out of each of my team members. This was
also made possible by my ability to communicate and
professionally hold my reps accountable to the companies'
daily expectations.
As a manager I led Leadership meetings and calls with my
peers around the country. While doing so, I presented new
ideas and thoughts on how to better execute our day to day
activities and processes.
July 2007-May 2008 AT&T Wireless
McMinnville, OR
Branch Manager
Received highest rated customer service scores nine out of
ten months in the region. My staff answered an average of
three hundred customer service calls per day. I worked with
customers in bringing their over limit and/or past due
accounts current. My team performed duties to retain
customers who wanted to cancel their accounts.
Awarded consistently high customer service scores by
receiving 100% buy-in from my team. I taught my staff to
quickly and professionally problem solve by empathizing and
listening to the customers' needs and concerns. I ensured
that follow up contact was made to every customer to verify
that each transaction had been completed to satisfaction.
Held accountable for inventory and product distribution on a
daily, weekly, monthly, yearly basis.
Managed a diverse staff well by giving immediate feedback to
team members after they assisted a customer and orchestrating
team building exercises to boost morale and build team unity.
As the team leader, I honed my ability to build rapport with
each individual of my staff making it possible to maximize
each of his/her abilities consistently.
April 2003-May 2007 Enterprise Rent A Car
Albany, OR
Branch Rental Manager
Received Corporate Award for being rated #1 Branch Manager
for the state of Oregon on the balanced rankings for the 2007
fiscal year. Attained the #1 ranking by: taking pride in
delivering elite customer service, being highly organized so
my team was proactive not reactive, and giving my team the
proper day to day training and tools needed for success. I
led by example, utilized role plays and held my employees
accountable for day to day sales and operations. I created a
complete buy-in with each individual of my team by asking
them the reason they chose Enterprise for their career and
what motivated them on a daily basis. I implemented daily,
weekly, monthly goals to keep morale and performance moving
in a positive direction.
Maintained excellent organization skills and a level of high
energy. I created short and long term goals for each team
member and the branch. By reviewing the Profit and Loss
Statement, I was able to find areas of expenses that I could
control at my branch and educated my staff on how we could
reduce them. I recognized where we were missing out on
income and implemented daily habits with my staff to create
that income. I empowered my team to feel like they were part
owners of our branch by asking for input and creative ideas
to improve branch performance.
Marketed local businesses on a weekly basis to generate
additional revenue.
Ten out of twelve of my Enterprise employees were promoted
within the first eighteen months of initial employment.
Education 1994-2002 United States Marines
Salem, OR
1994-1995 Chemeketa Community
College Salem, OR
1995-1996 University of
Oregon Eugene, OR
1998-1999 Southern Oregon
University Ashland, OR
Interests Head Wrestling Coach Judson Middle School.
Volunteer Girls basketball coach for Boys and Girls Club.
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