Customer Service Manager

MASON A. BRADFORD

*** ****** ****

Anderson, SC *9625

(Home) 540-***-****

(Cell) 540-***-****

E-Mail: *************@*****.***

EMPLOYMENT HISTORY

PLUMBING & ELECTRICAL DEPARTMENT MANAGER, LOWES, ANDERSON, SC

February 2013 to Present

1 Providing leadership and guidance to all store employees

2 Encourage store growth and increase store profitability through customer relationship

development, community involvement, marketing and building new business sources

3 Understand and respond appropriately to basic and complex customer and employee

inquiries

4 Read, write and communicate using English language sufficient to perform job

functions

5 Ability to operate store equipment in assigned area (including but not limited to LRT,

telephone, paging system, copiers, fax machines, computers, CCTV surveillance system,

key cutting, panel saw, paint mixing computer, blind cutting, forklifts, pallet jacks,

electric lifts, etc).

6 Ability to interpret price tag and UPC information and conduct regular audits of UPC

and Price Tag Information

7 Direct, prioritize, delegate and supervise the work of all store employees

8 Interviewing and hiring qualified candidates for position openings as well as train and

retain current staff on company policies and operational procedures

9 Prepare and analyze daily, monthly and other company reports and communicate

information necessary to various levels of management

Ability to process merchandise information through store computer system, POS

10

register system and complete all required paperwork according to policy

Anticipating, recognizing and responding to change by innovative problem

11

solving

Developing and planning activities to ensure proper completion of zoning and

12

various projects in a timely manner

Managing inventory and shrink to budget ratios

13

Responsible for the overall performance of assigned area or areas in achieving

14

sales and margin budgets in assigned area or areas

Maintaining proper control of payroll and other controllable expenses

15

STORE MANAGER, TMX FINANCE, LLC, GREENVILLE, SC

September 2013 to February 2013

Providing leadership and guidance to all store employees

16

Encourage store growth and increase store profitability through customer

17

relationship development, community involvement, marketing and building new business

sources

Determining and approving loan values based off of a comprehensive vehicle database

18

and appraisal system

Make daily bank deposits, accept customer payments

19

Manage customer accounts and ensure that payments are made in a timely manner

20

Process vehicle liens and comply with all applicable federal, state consumer and

21

privacy laws

Coach, lead and develop all team members for the store to maximize their

22

performance potential

Direct, prioritize, delegate and supervise the work of all store employees

23

Interviewing and hiring qualified candidates for position openings as well as train

24

and retain current staff on company policies and operational procedures

Prepare and analyze daily, monthly and other company reports and communicate

25

information necessary to various levels of management

SENIOR ASSOCIATE, QUALITY SUPPORT, ALLSTATE INSURANCE, ROANOKE, VA

May 2011 to July 2013

Responsible for building, cultivating and maintaining long term relationships with

26

vendors internal and external and improving the business for stakeholders

Responsible for acting as a resource on projects, researching, organizing,

27

validating documenting, reporting findings and seeing it through to completion

Responsible for self-starting and developing documentation for various projects

28

that have little to no documentation

Responsible for developing objectives and project plans for various development

29

needs

Responsible for applying fundamental knowledge of processes, products, policies

30

and procedures, gained through experience and training

Responsible for negotiating work intake with clients

31

Acting as a resource to team members, providing training, support and helping to

32

resolve complex problems for multifaceted processes

Providing basic consulting to client and identifying the core needs

33

Responsible for understanding the business unit structure and components that

34

impact profitability, quality and operational efficiencies

Responsible for Leading, Analyzing and Tracking new innovation initiatives and

35

moving them towards implementation

Monitoring and Providing status updates on quality and timeliness expectations

36

Consistently provides feedback to peers and business partners

37

Documents, reports and communicates performance with leadership staff.

38

Responsible for identifying quality trends and assisting with training needs

39

Responsible for answering questions and initiating solutions concerning processes and

40

quality standards

Responsible for demonstrating Subject Matter Expertise in given functions and

41

recognizing the impact to the areas affected

Creating and maintaining documentation for guidelines and procedures

42

Consistently Reviewing and analyzing audit results

43

Coordinating and conducts training of support processes for new and existing

44

representatives

Tracking development of trainees

45

Responsible for helping to create and update training materials for various processes

46

Proactively identifying areas requiring improvement

47

Giving and receiving constructive coaching, feedback based upon observed and

48

recorded performance

Interviewing and hiring qualified candidates for position openings

49

Demonstrating & transferring knowledge through training and consulting

50

opportunities

Directing, leading and consulting complex investigation efforts

51

Responsible for coordinating the resolutions of complex issues

52

Maintaining, Reporting and Managing work conditions and deliverables

53

Interacting extensively in challenging and complex situations with internal & external

54

business partners

Responsible for presenting complicated information independently

55

POLICY PROCESSOR II & PORTFOLIO UPDATE SPECIALIST, ALLSTATE INSURANCE, ROANOKE, VA

May 2011 to August 2012

Provide timely and accurate data entry and processing of portfolios

56

Can verify accuracy of work using available computer tools and other resources

57

Able to identify, reason and solve portfolio problems

58

Providing agents with superior customer service

59

Involved in various portfolio, processing and curriculum changes

60

Responsible for developing forms to electronically process vast amounts of information

61

Performing tasks of unusual complexity in all forms

62

Responsible for following all procedures and developing new procedures to help

63

efficiency

Responsible for time management, meeting service level goals and effective

64

communication with management and other co workers

Responsible for coordinating work according to needs of the service level from week to

65

week

Responsible for peer to peer training and help

66

Maintaining, Reporting and Managing work conditions and deliverables

67

CUSTOMER SERVICE REPRESENTATIVE I, BB&T (BRANCH BANKING & TRUST), ROANOKE, VA

February 2010 to May 2011

Provide the Perfect Client Experience (PCE) by telephone to internal and external clients

68

accurately, professionally and courteously, while adhering to bank policies and procedures

Deliver world standard client service by answering telephone inquiries timely, accurately,

69

professionally and courteously

Maintain required performance standards in quality, attendance, and identifying client’s

70

needs

Ensure the security of client information and assist with minimizing bank losses by

71

performing client verification on each call received

Assist in the resolution and tracking of client complaints, ensuring each complaint is

72

logged on the system with detailed explanation of issue and resolution

Assessing client’s needs and suggestive selling of alternative products and services to suit

73

client

Responsible for process improvements and stop doings

74

Peer to Peer training and Classroom Training

75

Responsible for curriculum development and development needs

76

Responsible for Coaching Call Quality And Sales Referrals

77

DATA COLLECTION ASSOCIATE (DCA), CROSSMARK – A.C. NIELSEN, ROANOKE, VA

December 2007 to February 2010

Collecting and transmitting consumer product data gathered from designated retail stores

78

on a daily basis

Reconciling invoices against inventories

79

Scanning UPC’s via hand-held device called “Intermec”

80

Close in-store observations of changes in inventory and displays

81

Planning and organizing assigned work within Crossmark – A.C. Nielsen Data Collection

82

Meeting Crossmark – A.C. Nielsen data collection defined standards of work volume,

83

quality accuracy, cost containment, completeness and timeliness

Completing all assigned work in a timely, accurate and cost effective manner

84

Communicating effectively with district management and coworkers.

85

Working independently and without daily supervision while following directions

86

Responsible for One on One coaching and Classroom training

87

Responsible for curriculum development and development needs

88

Attention to detail

89

SELF EMPLOYED LANDSCAPING MANAGER, CATAWBA, VIRGINIA

July 2004 to December 2007

• Excellent Customer Service & Sales

• Mowing, Edging, Fertilizing, Mulching, Pruning, etc.

• Landscaping Design & General Labor, etc.

• Responsible for maintaining strict budgetary standards

• Responsible for recruiting contracts on a daily basis

• Responsible for Maintaining equipment

• Responsible for supervising contract workers

EDUCATION & TRAINING

18 years of in-depth personal computer experience & electronics repair. 2005 Graduate of Grace HSA

maintaining a 3.91 GPA.

COMPUTER KNOWLEDGE

OPERATING SYSTEMS:

• Windows 8, 7, Windows Vista, XP, ME, 2000, N.T., Mac OS X, Linux, Etc.

MICROSOFT OFFICE 2013 & PREVIOUS VERSIONS:

Microsoft Word 2013

90

Microsoft Excel 2013

91

Microsoft PowerPoint 2013

92

Microsoft Outlook 2013

93

Microsoft OneNote 2013

94

Microsoft Access 2013

95

Microsoft Publisher 2013

96

REPAIR:

Knowledge of repair and maintenance on many types of low voltage electronics &

97

Software Operating Systems.

Knowledge of repair and maintenance on many types of vehicles and yard equipment.

98

Work References Personal References

Judy T. Gray Randy Wilks

Cell Phone: 919-***-**** Phone: 540-***-****

Home Phone: 540-***-**** Cell Phone: 540-***-****

Pulaski, VA 24301 8396 Arabian Ln.

Catawba, VA 24070

Moe Cagle

Phone: 540-***-**** Kim Wilks

Roanoke, VA 24012 Phone: 540-***-****

Cell Phone: 540-***-****

Lisa R. Kelley 8396 Arabian Ln.

Phone: 540-***-**** Catawba, VA 24070

E-mail: ******@*****.***

Salem, VA 24153

Melita Wright

Phone: 540-***-****

Roanoke, VA 24012

Employment Verification

Allstate Insurance

Phone: 800-***-****

Allstate’s Employer Code 11197

BB&T (Branch Banking & Trust)

Phone: 800-***-****

Contact this candidate