Customer Service Manager

JEROME WILLIAMS

***********@*****.***

**** ****** *******, ****** ** 30082

HM.770-***-****

SUMMARY

Detailed-oriented Management Professional with demonstrated ability to set

realistic priorities and manage multiple, complex projects simultaneously.

Diversified background encompasses directing, managing, public speaking,

administrative, training, and sales. Strong knowledge in Microsoft Office

software programs. Confident decision-maker, effective problem solver with

ability to work independently or as an integral part of a team. Reputation

for being an efficient, productive, responsible, and effective leader.

Highly motivated quick learner with excellent communication skills and

service each customer with the highest level of integrity.

EDUCATION

M.S., Business Administration Management, University of Colorado, Boulder

Co 1992, GPA 3.0

M.S., Computer Science, University of Miami, Miami Fl, 2006

. Graduated Summa Cum Laude National Dean's List

PROFESSIONAL EXPERIENCE

CITY OF SMYRNA - Smyrna GA

2009- 2010

Supervisor

Apply knowledge of principles and practices applied to marketing programs,

including community events, conventions, conferences, meetings and social

gatherings. Handle budgeting and booking activities. Promote community

usage of the Community Building facility. Supervise the day-to-day

activities of staff personnel. Plan, organize, control the day-to-day

operations of the Community Building. Schedule activities for various age

and special interest groups. Prepare budget recommendations and monitors

subsequent budget expenditures. Supervise the orientation of full-time,

part-time, seasonal, contract and volunteer staff.. Enforce rules and

regulations. Serves on primary emergency response team in case of emergency

or disaster in a position assigned by the City Emergency Plan. Acts as

liaison to community agencies and other organizations using the facility.

DUNCAN & CRAFTSMAN'S - Tampa Fl

1992 - 2009

Regional Director

Promoted to management position to recruit, train and supervise 60+

customer service team members. Overseer of 30 warehouse team members.

Fostered an environment of high level customer service for guests.

Motivated employees to deliver top performance. Managed front-end

operations to ensure friendly and efficient transactions at checkout.

Traveled to branch offices and manufacturing plants to monitor, evaluate,

counsel and conduct training on company equipment. Trained employees how to

use software programs. Conducted exit interviews.

Human Resource Manager -2006 - 2006-

Created morale-building programs to reduced staff turnover and increase

retention. Served on special taskforce to help under-performing locations.

Trained customer service reps and managers. Contributed to significant

improvements in guest satisfaction and sales. Developed, extracted, and

maintained key Human Resource metrics and other workforce management data

such as turnover, recruitment costs, demographic profiles, terminations,

projected retirements, skill shortages, etc. utilizing ad-hoc reporting

tools on the HRMS database. Implemented an employment selection procedure

resulting in an expedited hiring process, appropriate job-person match and

improved employee retention. Recruited, interviewed, hired new staff,

conducting personnel evaluations, implementing training programs, and

establishing wage incentives.

Floor Manager -1992 - 2002-

Warehouse distribution Manager over see 30 team member making sure that all

trucks from shipping department have all the right product and using an

hand held scanner to scan the product, And the receiving department loading

trucks with stand up fork lifts and sit down fork lift and various type of

office duties. Transformed operation of annual losses to achieve an

increase in profits within one year. Met and exceeded all sales

expectations.

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