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Customer Service Sales

Federal Way, Washington, United States
January 25, 2017

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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


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


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


Perform varies company demos inside home depot, Lowes, Best Buy etc. Temp/seasonal

Acosta merchandising, Seattle, Washington division April 2013-2014


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


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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