Manager Customer Service

Douglas C Jones

*********@*****.*** 601-***-****

** ********** ***** ******,**

Accomplished Manager of people with extensive experience in the training and development

f of associates seeking to put learned skills to work in a positive and thriving environment.

Areas of Expertise /Professional Skills

Sales Management . strategic –planning . effective presenter . cost containment . operations

management . Marketing to a diverse customer base

human resource management . talent acquisition . customer relations . budgeting . problem –

solving

Sales development . Corporate trainer . Reorganizing/restructuring . Big – picture focus . staff

development . managing cross-functional teams . Business developer . project manager

Professional Success

Chairman’s Circle . District training store . top profit-producing store . Consultative selling

Expert Lowest shrink/cost containment scores . highest customer satisfaction scores . low

turnover

Professional Experience

Aarons /sales-manager-plus 01/2014 - present

- Increased profit to 21% (four months straight top profit producer in region)

- decreased customer complaints in service area by 95%-began a new call-back concept

- improved inventory flow by 50%

- introduced new marketing proposals that have improved customer traffic

Office Depot / Store Manager / Operations Manager 05/1997-01/2014

- Increased profit in five consecutive stores by 5% to 18% by controlling expenses and managing profit-loss statements along with increasing sales.

- decreased accidents by 98% by executing safety standards and practices.

- improved employee satisfaction survey scores 92%

- reduced costs by 10% by managing employee payroll budgets and salary/compensation

- introduced new scan-put away procedure that led to time-savings during annual preparation

- removed old and discontinued merchandise that improved cash flow.

-successfully added 2 new marketing strategies in two separate areas that increased traffic by 10%

- achieved the savings of thousands of payroll dollars by developing action plans and focusing on staff development.

- raised customer satisfaction scores to 95% by being more customer-centric focused.

Kmart Inc. / Store Manager / Operations / Merchandise Manager 10/91-05/1997

- increased customer service scoring to 95%.

- improved sales by 15% through aggressively merchandising and promotions

- reduced customer complaints by 100% for 3 consecutive years.

- lowest shrink averages in the region for 3 years.

- lowest turnover % in the district.

Education / Coursework

Office Depot University- “ Leadership Essentials Certification”

Kmart Corporate Leadership Conference : University of West Virginia

Professional Development in the field of Customer Service

Professional Training in the field of Leadership

Okaloosa Walton College Fort Walton Beach, FL.

Human Relations

Marketing

Salesmanship

Associates of Applied Science : Wallace College – Electronics Technology Dothan, AL.

Affiliations

Relay for life

Elementary school sponsor

Corp. sponsor Head Start Reading Program

Association of Retarded Citizens sponsor

Meridian Community College Career Development Program

Area Development Partnership

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