Houston, Tx. ***73
Highly motivated leader and team player with an unparalleled work ethic and track record of meeting aggressive goals for increasing market share, revenues, and client base. Highly developed skills in prioritizing, decision making, time management, relationship building and verbal/written communication. Excellent analytical skills with the ability to analyze situations accurately and effectively while working in complex situations in multiple capacities.
To manage a team of customer service specialist and progress their performance to exceed expectations with the leadership skills that I have obtained throughout my tenure.
April 2013 - Current
Ensure optimum sales floor coverage and conversion trends using hourly sales reads.
Monitor and audit store funds (i.e., safe and registers) to ensure the store has appropriate funds for daily/weekly business needs.
Maintain company standards of neat, clean and organize sales floor, stockroom areas and a safe environment for all employees/customers.
Provide in the moment coaching and training on the sales floor to staff to reward good behavior and to redirect when needed.
Provide on-the-job training to all employees on company initiatives and standards to ensure that everyone fully understands the company's direction.
Monitor and react to profitable revenue opportunities to improve store gross margin and cost recovery.
Ensure the store operates in full compliance with applicable laws, regulations and company ethics policies.
Achievement in driving sales, credit, miscellaneous revenue, expense management, and planned cost recovery goals.
Ownership of full implementation of corporate programs and initiatives on merchandising, cost management, productivity, cost recovery and associate morale.
Partner with local optometrists/opthamologists and participate in healthfairs to promote eye health and the VisionWorks brand.
Ensure participation in community involvement to drive store awareness and loyalty.
April, 2001 - August, 2012
Ensured continuity in coaching and development by maximizing performance for a team of 10-15 customer service specialists and provided leadership guidance.
Developed call sequencing guides to enhance the customer service specialist's overall call handling techniques in which resulted in achieving a higher level of customer satisfaction.
Set high expectations and implemented a clear successful pathway by ensuring all employees understood how their role contributed to the success of the business by implementing incentive programs.
Created an environment where employees were actively engaged in meeting/exceeding objectives and executing key marketing initiatives that fostered success and self-accountability.
Collaborated with various departments to refine processes and developed strategies to execute the company's business objectives.
Monitored calls and provided feedback to improve performance, efficiency and time management goals.
Resolved escalated issues by creating win-win solutions for all parties involved.
Audited real time call center metrics including Service Levels, Adherence, Efficiency, Average Handle Time, and Equipment Discounts/Credits to ensure the company's financial/ productive targets were met.
Analyzed and interpreted financial data to ensure an effective operational plan was in place that exploited all revenue opportunities, controlled costs and maximized operating margins.
Protected the company’s assets by ensuring quality of operations, consistency, and compliance with company policies, procedures and standards were met.
Texas Southern University
Texas Southern University, Houston, Texas
Houston, Texas 77073
To Whom It May Concern,
My strong customer service leadership skills have afforded me the opportunity to be successful in both the call center as well as a face to face environments. I’m a highly motivated leader and team player with an unparalleled work ethic and track record of meeting aggressive goals for increasing market share, revenue and client base. I have highly developed skills in prioritizing, decision making, time management, relationship building and verbal/written communication. I also have excellent analytical skills with the ability to analyze situations accurately and effectively while in complex situations in multiple capacities.
I’m currently seeking a position that will allow me the opportunity to utilize my customer service leadership skills in which I have obtained throughout my tenure. Much of my experience is transferable, specifically in the areas of sales and customer service support. I look forward to joining a team that focuses on building customer relationships and growing the business. Given the opportunity, I’m confident that my experience will be an asset to your business.
For your convenience, I have attached my resume. I would welcome the opportunity to participate in a personal interview to answer any questions. Thank you for your time and consideration.