Customer Service Sales
Resume:
Dontonio King
Federal Way, Washington 98023
************@*****.*********:************@*****.***
Home: 206-***-****
●Dedicated customer service manager with 10+ years of experience in “big box” retail and call center settings. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations.
●Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and department operations policies.
Areas of Expertise
Customer Service Management
Complaint Handling & Resolution
Retail Operations Management
Customer Satisfaction Enhancement
Front-End Supervision
Sales & Margin Improvement
Teambuilding & Training
Resets/Merchandising
Cost-Reduction Strategies
Order Fulfillment
Professional Experience
Darwin’s natural pet products November 2015- Present
Customer Service
Adjust orders place new orders and assist customers in a call center setting
Comcast
Technical support/customer service/sales March 2015- present
Assist cx with troubleshooting upselling useful products and full account review
Call center position handled 65-70 calls daily per shift
Switched to at home position
Xerox (Google client) July 2013- December 2015
Technical Support
Provide phone support for varies different Google products
Call Center Position handled 45-50 calls per shift
Stan tashman and Associates August 2013- July 2014
Demonstrator/Merchandiser
Perform varies company demos inside home depot, Lowes, Best Buy etc. Temp/seasonal
Acosta merchandising, Seattle, Washington division April 2013-2014
Merchandiser
Performed resets/remodels for different supermarkets daily adjusting shelf heights, measuring shelves, placing correct product on the shelves, and completing the job in a timely fashion. Temp/ Seasonal
Driveline retail Seattle, Washington division March 2012-May 2014
Merchandising Team Lead
Audit different products at the retail level for different companies also working new releases on dvds/ blue ray discs new releases of video games at different retailers Full time position /Temp/ seasonal
RMSI, Seattle, Washington November 2011- December 2013
Merchandiser/ reset crew
Performed resets for grocery store nightly adjusting shelf heights, measuring shelves, placing correct product on the shelves, and completing the job in a timely fashion. Full Time/ Temp/ Overnight
SaSR, Kent, Washington June 2010 – April 2013
Top merchandiser
Perform resets for different clients at night, went to different assigned job sites, and merchandised different products, completed audits, and completed demos/resets. Temp/Seasonal
One Touch Direct, Tampa, Florida
Customer Service Manager, 03/2008 to 07/2009
Customer Service Representative, 10/07 to 02/08
Promoted to manager position to recruit, train and supervise 25+ customer service reps. Foster an environment in which guests enjoy high levels of service and employees are motivated to deliver top performance Call Center Position handled 40-50 calls per shift
. Selected Contributions:
●Won “Service Excellence Award” for instrumental role in driving record-high sales increases, propelling department to improve ranking from #32 in territory to #5 by 2008.
●Reduced staff turnover by 15% in 2008, benchmarking a record-setting improvement in staff retention due to the success of employee-development and morale-building programs.
●Elevated department’s call-satisfaction index from 86% to 92% within two years; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.
●Served on special taskforce charged with turning around under-performing department. Trained CSRs and managers in five struggling departments, and contributed to significant improvements in customer service satisfaction and sales.
●Work with 28 sales professionals covering different states, responsible for more than 3,800 individual and corporate accounts.
●Support sales reps in opening new accounts and upgrading existing service.
●Quickly and effectively solve customer challenges.
●Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.
●Retail Sales Associates possessing strong prior sales experience. I have Experience in the Wireless/Home Services industry. I am very comfortable meeting aggressive Sales Quotas, creating & distributing Flyers, and soliciting businesses to help drive traffic when store is slow. I am self-motivated, team oriented, high energy, experienced closer.
Publix supermarket Columbia, SC
August 2002 –December 2006
Deli Manager, 1/04 to 12/06
Previous Positions: Counter Clerk, Deli Associate, 08/2002 to 01/2004
Advanced to increasingly responsible positions, culminating in management role with oversight for a full-service deli. Directed 18 employees and managed P&L, sales, inventory, merchandising and cost controls. Maintained high standards in sanitation and safety and complied with regulatory guidelines. Selected Contributions:
●Transformed operation that was posting annual losses to achieve $159K+ in profits within one year. Met or exceeded all sales targets despite increased competition presented by the opening of two new local delis.
●Introduced training programs that enhanced employee performance and helped build a motivated workforce.
Education and Training
University Of South Florida – Tampa, FL 08/2007-04/2009
Master’s Degree in Computer Science
Benedict College Columbia, SC
8/2001-12/2006
BS degree concentration in Business Administration
Training: Completed numerous courses and seminars in customer service, sales strategies, inventory control, loss prevention, time management, leadership, performance assessment and food safety.
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