Customer Service Sales

Nelson V. Jones

*** ********** ***. *********, *.Y. 14223

Home: 716-***-**** Cell: 716-***-****

acd3g1@r.postjobfree.com

TR A I NI NG A N D MA NAGE M E N T PRO F E SS I ONAL

Successful leader responsible for sales and operations goals of multiple locations while maximizing

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revenue growth and customer satisfaction.

Demonstrated ability to consistently exceed company goals by planning and implementing initiatives and

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strategies that enhance customer relationships and maximize productivity.

Results driven and focused leader with excellent problem solving, communication, and relationship

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building skills as well as proficiency utilizing MS Office applications.

Experienced with P&L, B2B sales, operations, Human Resources, goal setting, training, and team

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building across all levels.

Promote company growth through business development, marketing, operational control, strategic

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planning, personnel coaching and customer retention.

PROFESSIONAL EXPERIENCE

SODEXO 05/11 – Present

Service Excellence Training Manager

Training leader responsible for creating and facilitating training programs for Kaleida Health clients and

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their employees at multiple sites throughout the healthcare system. Leader of the customer service

initiatives and education for over 600 medical and non medical employees. Conduct audits, assessments,

rounding, and communication of staff development and training opportunities to client and company

leadership.

Central Patient Transport Manager

Complete responsibility for the Nursing Transport Department at Millard Fillmore Gates Circle Hospital

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in Buffalo, New York answering directly to the hospital president. Responsibilities include leading a staff

of 16 transporters, insuring all operations and safety processes for patients and their families are executed

during the transport of patients throughout the hospital, logistical oversight of Teletracking computer

system to insure maximum productivity and efficiency of team, full budgetary and P&L accountability,

coaching and development of staff, and daily communication with doctors, nurses, patients, families,

medical technicians, and hospital managers and supervisors.

Nelson V. Jones Page 2

RAYMOUR & FLANIGAN, INC. 12/06 – 11/10

Regional Director

Leader with complete oversight of all Raymour & Flanigan furniture locations in the Buffalo/WNY

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market and $34Million in sales. Leadership responsibilities include motivating and developing both

commissioned and non commissioned associates. Instrumental in developing management team while

providing the highest level of customer satisfaction across all areas and exceeding all metric and sales

budgets. Oversight of locations in all areas including operations and human resources. Achieved the

largest year over year sales increase for the regional market in 2008 exceeding $34Million.

GANDER MOUNTAIN, INC. 4/03 11/06

General Manager

Led locations in both Buffalo and Rochester in exceeding sales and customer service goals. Responsible

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for improving overall performance in multiple underperforming locations. Increased customer

satisfaction levels through coaching, evaluations, recruitment, and community relations. Achieved #1

store ranking in overall performance for New York State in 2006. Influential in the establishment and

opening of 5 additional locations.

OFFICE DEPOT 11/96 4/03

Operations Manager

Responsible for all processes and procedures related to inventory, customer service, replenishment, and

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staffing. Provided direct supervision and training for eleven new store locations throughout New York

State.

SKI LLS SUMMARY

Multiple Unit Management/Safety

B2B Sales & Retention

Personnel Supervision

Mentoring & Coaching

Sales Goals & Quotas/Performance Metrics

Interface with Executives

Operational Planning & Execution

Public Speaking

Sales & Marketing

Customer Relations & Service

Nelson V. Jones Page 2

Vendor Negotiations

Inventory Control

Loss Prevention

Troubleshooting & Solutions

Auditing

P&L

Budgets & Forecasts

Human Resources

EDUCATION

Psychology Major 1992 1996, State University of New York College at Geneseo

Honors Graduate of Kenmore East Senior High School, Tonawanda, New York

SPECI AL CERTI FI CATIONS

Leadership Development

Effective Interviewing

Sexual Harassment

Personnel Coaching & Mentoring

P R O F E S S I O N A L / C O M M U N I T Y I N VO LV E M E N T

Volunteer, Boy Scouts of America

Volunteer for the SPCA of WNY – Animal Fostering Program

Susan G. Komen “Race for the Cure” Committee member

Heritage Centers 5k Walk/Run Committee member

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