Relations Manager Customer Service

J. Malia Stratton Bentonville, AR 479-***-**** *********@*****.*** LinkedIn

OPERATIONS MANAGEMENT PROJECT MANAGEMENT HUMAN RESOURCES PROCESS IMPROVEMENT

CUSTOMER-CENTRIC LEADER with a devoted history of producing dramatic results that exceed strategic goals. Known as a “problem solver” who has the ability to create and implement process improvement within multiple industries with a focus on customer success.

● A natural empath, cultivate tight-knit diverse

relationships that strengthen operations, people

process, and sales objectives.

● Builder of realistic strategy with a bit of stretch to turn perception into accurate representations of an

organization’s business model.

● Proud career achievements include creating and

implementing viable processes that were expanded

across 5 business locations.

Core

Competencies

Operations Management Human

Resources Customer Relations

Process Improvement Business

Development Recruiting & Hiring

Sales Analytics Change

Management People

Management Forecasting

Inventory Management Contract

Negotiation

PROFESSIONAL EXPERIENCE

McLarty Daniel Automotive (CDJR/FORD/Nissan) – April 2016 - Present Bentonville, AR Director of Operations / Customer Relations Manager / Owner Loyalty Manager Direct daily operations of the Sales & Service departments and oversee a team of 48 customer-facing associates, guiding efficiency improvement, customer experience, and profit generation.

● Business Operations: Daily communication with dealership management, providing strategic direction in achieving company objectives.

Oversee customer experience, inventory, financials, quality control, and compliance adherence.

Forecasting of sales profit and collaboration with senior leadership to create a robust, growth-oriented business model including creating and managing effective standards of operations, succession planning, and career mapping.

● Recruiting, Hiring & Employee Experience: . Manage staffing initiatives, including recruiting, interviewing, hiring, onboarding, training, performance, coaching, and all aspects of human resource functions.

Simplify the hiring process upholding state and federal policies and providing in-depth orientation guidelines detailing company standards and clear expectations for successful knowledge transfer.

● Customer Relations Management: Create and implement increased customer service standards including speed of service, establishing viable processes and procedures, and driving efficiencies.

Create and establish policies and procedures for continuous improvement.

Utilize various communication channels in compiling and analyzing customer data to increase customer interest and determine customer purchasing patterns and behaviors driving sales growth.

Crossmark – November 2005 – October 2015 Bentonville, AR Business Development Manager / Client Service Manager / Administrative Team Lead / HR / Project Administrator

Identified new business opportunities, researched leads, and negotiated high-level contracts through the development of powerful business presentations and strategic contract negotiations.

● Business Development: Strategically planned and implemented effective target market initiatives generating new sales and revenue growth.

Increased total projected sales by 37.5% in one year.

Successfully negotiated and closed 33 major contracts generating $6.4M in sales revenue.

● Client Service Management: . Leveraged Nielsen consumption to identify business opportunities through delivery of effective category management presentations.

Maintained multiple department budgets, conducted data analysis, and prepared recommendations in the areas of product preference, SKU assortment, and market size and potential.

Developed sales plans and created sales videos utilized by the organization’s retail representatives.

Maintained strategic and long-lasting partnerships with 12+ clients generating $2M+ per year in profit revenue.

Administrative Team Leadership / Human Resources: Oversaw a team of project administrators and receptionist personnel.

Provided support utilizing all aspects of human resources functions.

Established strategic “One View” across teams by creating and implementing standardized metrics-based scorecards.

● Project Administration: Identified and managed the complete process for standardized training.

Oversaw the employee training process, made recommendations and implemented process improvements.

Collaborated with CSMs and analytical team to ensure client needs were met in a timely and proficient manner.

Promoted company growth by pursuing potential clients through networking and communicating with internal and corporate business partners. Additional Experience

Community Ambassador, YELP: NWA Sales Support-Analyst, InMocean Group EDUCATION / CERTIFICATION

Colorado Tech University ServSafe

Bachelor of Science: Criminal Justice Studies ServSafe Manager Certified

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