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Customer Service Manager

Location:
Houston, TX
Posted:
March 17, 2017

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Resume:

Johnny R. Mayes, Jr.

Cell Phone: 832-***-**** Email: aczclm@r.postjobfree.com

Managerial & Retail Work Experience:

Wal-Mart Str # 4526 (Houston, TX) 2014 - 2016

Asset Protection Manager

● Controls the unexplained loss of merchandise and improves profitability

● Coordinates, completes, and oversees job-related activities and assignments for asset protection

● Detects, deters, investigates, and resolves violations of company policies and criminal activities. Works closely with law enforcement.

● Ensures compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity

● Manages facility level training and execution of asset protection and safety functions

● Monitors safety and risk controls within a facility

● Provides supervision and development opportunities for associates

● Supervises the Asset Protection Associate (APA) program

● Conducts internal investigations utilizing the Wicklander-Zulawski method. Wal-Mart Str #1040 (Houston, TX) 2007-2014

Backroom Zone Manager

● Supervised and ensured accuracy in counting and documenting inventory levels for all merchandise in a Wal-Mart Supercenter that generated over $120 million in annual sales

● Managed up to 25 inventory and backroom associates scheduled across three shifts

● Trainer for staff in appropriate and safe operation of Powered Lifting Equipment

(PLEs) including forklifts, scissor lifts, electric pallet jacks, and walkie stackers

● Evaluated staff competency with PLEs in compliance with strict OSHA safety guidelines

● Conducted interviews and hiring for the top Fortune 500 Company

● Assisted with developing and executing projects for various store initiatives Follett Higher Education Group/Dillard University Bookstore #386 (N.O., LA) 2000-2005 Textbook Coordinator/Supervisor

● Communications liaison for the majority of the university’s faculty, staff, various vendors, minor and major textbook publishers such as McGraw Hill, Pearson, and Houghton Mifflin Harcourt

● Processed and filed all textbook related invoices and credit memos, as well as some general merchandise invoices

● Managed the ordering, shipping, receiving, securing, inventory control, and marketing of all textbooks and related materials

● Supervised and conducted textbook buyback program per company guidelines

● Direct supervisor of between 5 to 10 associates

● Completed Textbook Managerial Certification Course at the FHEG home office in River Grove, IL

Technical Work Experience:

Comcast/Time Warner Cable (Houston, TX) 2006-2007

Customer Care Rep Tier I/Tier II

● Resolved customer concerns in a high volume call center for a top Fortune 500 Company

● Quick troubleshooting of issues related to digital phone, hi-speed data, and digital cable

● Provided excellent customer service with account management, billing, and sales

● Tier II responsibilities include troubleshooting problems with email pop servers, connectivity issues, USB modem installations, and issues with firewalls Time Warner Cable (Houston, TX) 2005-2006

Install and Repair (I/R) Technician

● Completed installations and repairs for digital phone, hi-speed data, and digital cable products

● for residential customers in the Greater Houston Metro Area

● Resolved multiple work orders daily and often dispatched out to additional jobs

● Demonstrated respect for customers homes and property during installations

● Worked independently as well as collectively with other techs to maximize time, efficiency, and customer satisfaction

● Proficiently used keymaps, company issued work tools, van, and two way radios Elevated Minds Recording Studio (New Orleans, LA) 2004-2006 Lead Recording Studio Engineer

● Supervised and recorded studio sessions for local musicians and vocal artists during allotted time frames

● Mixed down all music files, created customer copies and ensured all pertinent data was backed up to external storage

● Maintained upkeep of the studio and all studio equipment

● Advanced to the lead recording studio engineer position after successful completion of a recording studio internship during my undergraduate career Restaurant & Hospitality Work Experience:

Holiday Inn at NRG (Houston, TX) 2016-Current

Bartender

● Provide world class customer service.

● Stays current and is knowledgeable on the latest drink trends

● Understands the fundamentals of Mixology and popular beverage culture

● Ensure responsible alcohol service per local ordinance

● Request proper identification for anyone appearing under 30 years of age

● Interact with guests in a natural, friendly demeanor

● Cultivate regular guests and repeat business

● Suggestively sell both beverages and menu items to guests at the bar

● Deliver food items and beverage orders promptly

● Prioritize and organize drink orders

● Consistently prepare beverages according to standard recipes and venue specifications, abide by all control systems

● Recognize when guests are becoming too intoxicated and refuse further service of alcohol in a courteous and safety-minded manner, bringing it to the attention of a manager

● Perform Opening/Running/Closing duties

● Prepare guest checks (on point of sales terminal) and process payment according to policy

● Maintain bartender bank and perform cash pull / check out procedures Sambuca / The Crystal Ballroom at the Rice Hotel (Houston, TX)2016-Current Bartender

● Set up custom bars per event coordinators floor chart.

● Stock bars for indicated beverage package (juice bar, beer & wine or liquor package)

● Pre event liquor pull / post event inventory

● Serving guest according to company guidelines and TABC specifications

● Providing world class customer service.

Slick Willie’s Family Pool Hall (Houston, TX) 2012-2013 Waiter/Bartender Trainee/Key Holder Trainee

● Created a positive dining and playing experience for customers by providing prompt and courteous service.

● Demonstrated thorough knowledge of the establishment’s food and beverage selections, policies and procedures, as well as the standards set forth by the

● Texas Alcohol and Beverage Commission (TABC) certified and compliant

● Performed exceptionally well in a fast paced customer service oriented environment Education

UNDERGRAD:

Dillard University B.A. in Mass Communications - Class of 2004 GRAD:

South University MBA (In Progress) - Class of 2017 TRADE:

Texas School of Bartenders - Graduate 2016

Additional Skills

TABC Certified (2018 expiration)

Food Handler Certification (2018 expiration)

Transportation Workers Identification Card / TWIC (2020 expiration) Wicklander-Zulawski Interview & Interrogations Certified 20 plus years of customer service training and experience 15 plus years Windows/Microsoft Office experience ( Excel, Word, PowerPoint) 10 plus years Mac OS experience

10 plus years P.O.S. cash register experience

10 plus years Pro Tools studio software experience 10 plus years with key maps and GPS

Familiar with several programming languages (HTML, Java, Cobol, SQL) Forklift Operator/Power Lifting Equipment Trainer certification (2018 expiration) Type 50-60 wpm & 10-key

References available upon request



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