Customer Service Manager
Resume:
JAMES N. BILLINGS
Youngstown, OH 44511
Email: **************@*****.***
SUMMARY:
MANAGEMENT:
Dynamic professional with excellent human resource management skills, encompassing recruiting, interviewing, training, and supervising up to 400 employees. Superb business management and project management capabilities, with demonstrated track record of achieving profitability goals and meeting project deadlines and objectives. Outstanding communication skills, including extensive public speaking and teaching.
TEACHING/EDUCATION
Positive use of teaching skills including public speaking, teaching and administrative skills. Excellent interpersonal skills, including mentoring counseling, personal assessment and mentoring. Able to inspire and motivate small groups up through large assemblies. Able to prepare presentations and conduct large meetings of all sizes.
QUALIFICATIONS:
Management Skills
- Manage various sizes of organizations from 10 to 400, including assistant managers, supervisors and associates.
- Review Profit and Loss statements of 139M.
- Able to oversee Personnel and Logistics of large box stores.
- Manage shrink forecasts and inventories of stores up to 139 M, with results less than 1% loss. Education/Teaching Skills:
- Assist in the Growth and Development of large non-profit organizations.
- Direct both small and large groups of volunteer staff for various size non-profit organizations from 300 to 1500 members.
- Instruct, inspire and encourage non-profit groups on a weekly basis.
- Work with and speak on local radio stations for non-profit promotions.
- Assess community needs and plan outreaches to meet those needs. Public Relations Skills:
- Address community relations issues and foster relationships with not-for-profit organizations:
- Deal with local zoning boards and town governments to obtain necessary approvals and permits.
- Communicate and administrate various aspects of both non-for profit and for-profit organizations. James N. Billings
Résumé – Page Two
PROFESSIONAL EXPERIENCE:
Walmart Corp. Inc. (2016-Present)
Co-Manager, Store 2193, Steubenville, OH December 2016 - Present Assist with directing the management team in facility operations and communicating with both management and hourly Associates about facility operations, merchandising, and company direction. Assist in driving sales in the facility. Assist in driving the financial performance of the facility. Ensures compliance with company policies and procedures. Initiates, directs, and participates in community outreach programs, and encourages and supports Associates and managers in serving as good members of the community, including establishing and maintaining relationships with key individuals or groups in the community as the representative for the Company, presenting the Company's perspective to various external organizations following the Company's media guidelines, and championing Company-sponsored programs, events, and sustainability efforts to Associates, Customers, and the local community in order to emphasize the facility as part of the community. Models, enforces, and provides direction and guidance to hourly Associates and managers on proper Customer service approaches and techniques to ensure Customer needs, complaints, and issues are successfully resolved within Company guidelines and standards. Provide supervision and development opportunities for management and hourly Associates in the facility. Upholds the Company's Open Door Policy. Responsible for all backroom processes including personnel, receiving, claims and logistics. Responsible for all front end management of the specific Wal-Mart Store.
CVS CAREMARK CORPORATION (2011 - 2015)
Store Manager, Store 4669 –Marietta, GA August 2013 – April 2015 Responsible for the total, efficient and profitable operations of a CVS Pharmacy and Health and Beauty Aide store in Marietta Georgia. Responsible to administer effective Store Owned Sales Metrics and Customer Service Metrics effectively per CVS guidelines. Responsible for Profit/Loss Accountability of store. Total Sales for 2013 exceeded $4.6M. Total Gross Margin exceeded 1.4M. Store Manager, Store 4534 –Valdosta, GA February 2012 – August 2013 Responsible for the total, efficient and profitable operations of a CVS Pharmacy and Health and Beauty Aide store. Responsible to administer effective Store Owned Sales Metrics and Customer Service Metrics effectively per CVS guidelines. Responsible for Profit/Loss Accountability of store. District New Store Management Trainer. Trained new Store Managers through intensive twelve week program resulting in management positions for trainees throughout the District. Transformed non-24 hour store into ongoing 24-hour store, resulting in store becoming most profitable store in the Southern Georgia District. Total sales for 2012 exceeded 6.1 M. Total Gross Margin exceeded 2.3 M. Assistant Store Manager, Store 8976 – Cartersville, GA June 2011 – February 2012 Responsible for the total, efficient and profitable operations of a CVS Pharmacy and Health and Beauty Aide store. Supervise, assign and direct activities of the store’s crew. Communicate information to store crew and supervisors in and open and timely manner. Assist customers with their questions, problems and complaints. Handle all customer relations issues in accordance with company policy and promote a positive shopping experience for all customers. .
James N. Billings
Résumé – Page Three
SEARS HOLDINGS/KMART DIVISION (2008 - 2009)
Store Manager; Lynchburg, VA April 2008 – December 2009 Responsible for Profit / Loss accountability for $6 Million in inventory and over $15 Million in revenues. Directly supervise six Assistant Managers with ultimate responsibility for 150 employees, including Pharmacy Associates. YTD sales increase 30% over plan for current fiscal year. RITE AID DRUG STORES (FORMERLY ECKERD DRUGS (2000 - 2008) Store Manager; Madison Heights, VA April 2006 – April 2008 Profit / Loss accountability for $900,000 in inventory and over $3 Million in revenues. Directly supervise two Assistant Managers with ultimate responsibility for 30 employees, including Pharmacy Associates. Training Store Manager; Rochester, NY November 2004 – April 2006 District Level position with responsibilities of training incoming salaried management applicants and placement into new and existing stores at Salaried Assistant Manger Level. Ongoing training on RETEK inventory management systems for new and existing store managers and salaried assistants at all stores. State compliance training of all new associates in regards to tobacco sales, mandated by New York State. Store Manager; Pittsford, NY April 2002 – November 2004 Profit / Loss accountability for $800,000 in inventory and over $4 Million in revenues. Directly supervise two Assistant Managers with ultimate responsibility for 30 employees, including Pharmacy Associates. Assistant Manager, Penfield, NY June 2000 - April 2002 Assist in total store management of District Office store. Profit/Loss accountability for $700,000 in inventory and $3.5 Million revenues. Assist District in special projects including multiple store inventories, inventory accounting and critical needs assessment of lower productivity stores, and new store openings. DAYTON HUDSON CORPORATION (TARGET STORES); Minneapolis, Minnesota (1996-2000) Executive Team Leader Rochester, NY Nov. 1998 – March 2000 Profit / Loss accountability for $1.7 million in inventory and over $4,000,000 in revenues. Directly supervise four Team Leaders with ultimate responsibility for 140 employees. Team Leader / Department Manager; Buffalo, NY July 1996 - Nov. 1998 Manage multiple departments with accountability for $1.5 Million in annual revenues and direct supervision of up to 50 employees.
James N. Billings
Résumé – Page Four
NON-PROFIT/TEACHING EXPERIENCE:
CORNERSTONE CHURCH OF CLARION, Shippenville, PA April 2015 – October 2016 Pastor of Ministry Operations
Direct and oversee 23 Ministry Directors and volunteer staff for various ministries. Work in conjunction with the Lead Pastor to oversee administrative aspects of the church. Hold regular leadership meetings with Directors to plan various aspects of each ministry. Preach and teach sermons and classes as needed. Assist with marriage counseling and perform weddings as needed. Lead prayer meetings. Work with various administrative teams to plan major community events. Coordinate social media sites for information support and community building.
NORTHGATE FREE METHODIST CHURCH; Batavia, NY May 1993 – May 1996 Associate Pastor/Youth Ministries
Directly oversee children’s and youth ministries for church of 350 members. Train, instruct and inspire volunteer staff of 50 adults. Mentor both adults and young people. Work with Senior Pastor in weekly administrative activities. Preach inspirational messages to congregation on regular basis. Manage budget for children’s and youth ministries.
THE CHAPEL; Buffalo NY May 1989 – May 1993
Minister to Children
Directly oversee children’s ministries for church of 1200 members, with up to 450 children ages i n f a n t to grade 5. Train, instruct and inspire volunteer staff of up to 300 adults on a weekly basis. Direct large summer Vacation Bible School of 2000 children ages infant – grade 12 with volunteer staff of 450 adults. Director of College/Career Ministries
Establish and teach College Career Ministries including building new volunteer staff of adults to mentor and encourage local college students. Growth from 0 – 50 in first year. Develop and design curriculum. Bible Teacher, Ninth Grade – Christian Central Academy Affiliated with The Chapel. Teach Bible Class for Ninth Grade, including giving homework assignments, weekly quizzing and quarterly testing. Develop curriculum to be used in future classes. Grade assignments and reports. Meet with principal on weekly basis for class assessment. Other Ministry Duties
Work with ministry associates in weekly development of radio and television program. Oversee outreach events such as Roller-skating nights, Halloween alternative programs for children. Weekly local hospital visitation for both adults and children.
EDUCATION:
Master of Arts, Religious Education 1989
Liberty University; Lynchburg, Virginia
Bachelor of Science, Religion 1987
Major in Pastoral Studies / Minor in Counseling
Liberty University; Lynchburg, Virginia
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