Customer Service Quality Assurance
Resume:
Robert Mcclain
Egg Harbor City, NJ *****
**********@************.*******.***
Authorized to work in the US for any employer
Work Experience
Quality Assurance Manager
Vision Solar - Blackwood, NJ
February 2023 to Present
• Field incoming cancel request for jobs sold
• Field service issue calls for installed projects
• Field customer complaint calls for all jobs
• Training new hires for 3 departments in customer service, quality control and retention
• Work as a Retention Account Manager
• Work with customers on financing for a project
Route Sales Representative
Herr Foods Inc. - Egg Harbor City, NJ
March 2019 to Present
• Safely drives step-van delivery truck over any assigned route to sell, deliver, and merchandise products, as well as provide excellent customer service to a variety of grocery, mass merchandise, and independent chain stores
• Sell, deliver, stock and merchandise Herr's brand snack foods to grocery retail and independent chain stores
• Progressively increase current customer sales volume
• Communicating product knowledge and suggestive selling
• Increase customer base by soliciting new accounts
• Manage daily accuracy of product inventory
• Conduct daily pre-trip vehicle safety inspection, and maintain a clean truck Crowd Control Specialist Lead
Borgata Casino & Hotel - Atlantic City, NJ
June 2013 to Present
• controlling entry into venues or events
• monitoring and communicating on crowd and individual behaviour
• dealing with potentially aggressive, abusive or violent behaviour
• physically managing aggressive, abusive or violent behaviour
• administering and coordinating 'first response' first aid or critical care
• hiring and then training of new hires
• scheduling for the club and bars
• coordinating with local law enforcement when having to trespass/evict patrons for theft, fighting, assault and battery and even sex trafficking
District Team Lead
MarketSource/Target Mobile - Mays Landing, NJ
October 2016 to March 2019
• Hire and train for sales rep to advise on the best option cell phone, plan and warranty based on the customer's needs
• Oversee 5 locations and ensure company policies are being adhered to
• Develop and implement new training modules to ensure increased sales and customer engagement
• Train on internet and cable services available to customers based on location for sales reps to assist with
• Trading on computers, TV’s, routers and modems to best assist customers with their needs to improve home services
Receiving and Merchandising Manager
Sports Authority - Mays Landing, NJ
October 2012 to September 2016
• Receive in delivery trucks and verify correct loads
• Process and ship out damages
• Maintain warehouse standards and backstock counts
• Process seasonal changeovers on the sales floor
• Hire and train for department stockers, sales reps and cashiers
• Make sure stock is put out in a timely fashion and merchandised appropriately according to POGs
• Make sure adequate staffing and scheduling for holidays and big sales events
• Train and maintain stock for bike repairs and builds and winter equipment
• Train footwear reps to be able to sell the appropriate shoe and insoles based on their stride, height and weight and foot shape/curvature
Overnight Merchandise Manager
BJ's Wholesale Club - Mays Landing, NJ
May 2010 to September 2012
• Receive trucks in. Move pallets to the floor and overhead shelving stock via forklift
• Make sure pallets are dropped from previous loads to rotate product on floor
• Keep control of inventory counts on a quarterly and yearly basis
• Process daily inventory counts of high priced merchandise
• Change over seasonal sections according to POGs
Loss Prevention Manager
BJ's Wholesale Club - Mays Landing, NJ
September 2008 to May 2010
• Hires and trains loss prevention staff.
• Organizes and oversees the schedules and work of loss prevention staff.
• Conducts performance evaluations that are timely and constructive.
• Assists with discipline and termination of employees in accordance with company policy.
• Develops and delivers loss prevention training program for employees.
• Oversees the installation of new security equipment such as security tags, mirrors, surveillance cameras, and electronic security devices.
• Identifies, recommends, and implements systems to minimize loss of merchandise, money, or company assets.
• Audits and investigates sources of known losses.
• Monitors inventory to identify theft or shortages.
• Investigates suspicious customer and/or employee activity.
• Conducts periodic inspections of stores and facilities to ensure surveillance and security equipment is functioning properly.
• Prepares reports of effectiveness of established prevention measures.
• Researches, suggests, and implements additional security measures.
• Performs other duties as needed.
Overnight Merchandise Manager and Loss Prevention
Education
Some college in General Studies
Atlantic Cape Community College - Mays Landing, NJ August 2008 to June 2010
Skills
• Quality Control
• Loss Prevention
• Critical Care Experience
• Security analysis (10+ years)
Certifications and Licenses
CPR Certification
April 2010 to October 2023
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