Customer Service Guru

Joseph A. Greer

**** ********* ******, ************, ** 19152

PH: 215-***-**** • EM: ***************@*****.***

Customer Service & Sales Professional

A driver of sales through clear communication and active listening, my laser-focused approach to customer service has transformed business cultures and has also led to record-setting sales, increased customer loyalty, and an above-average customer retention rate. Skill Summary

● Customer Service ● Driving Sales ● Leadership

● Sales Management ● Customer Satisfaction ● Retail

● B2B Marketing ● Account Management ● Detail-Oriented

● Multi-Tasking ● Conflict Resolution ● Interpersonal Communication

● Customer Acquisition and Retention ● Teamwork

Work Experience

JG Biz, Small Business Consultant 9/2021– Present

Company Owner/Service Provider

Examples of Services Provided:

Customer relationship management

o Communication skills

o Customer complaint resolutions

o Provide training materials for continued development

Marketing Strategies

o Advertising budgeting

o B2B Marketing

o Tracking

Develop Job-Specific Training Materials/Manuals

o Create an attainable, thorough training approach for each position o Teach specific execution of training

Establish a consistent approach to training

Develop Operation Flow Charts designed to Increase Productivity and Decrease Overhead

Assist in creating Employee Handbook

Provide training for Serve Safe Certification Testing Readiness

Outlines for Customer Acquisition, Retention, and Service Techniques

Effective interviewing and vetting of potential applicants o Establishing a foundation for long-term employment Slack’s Hoagie Shack, Phila., PA

Owner/Operator 10/2017-3/2020

Operated day-to-day business functions such as:

Re-established focus on customer service

Recruited, Interviewed, Screened, Hired, and Trained entirely new staff

Budgeted and Managed controlled expenses

o Inventory, Food Cost, and Payroll

Driving sales through established, effective sales techniques

Managed accounts payable

*Closed due to pandemic-related issues

Slack’s Franchise Co.

Restaurant Operations/Franchisee Training and Development 11/201*-**-**** Slack’s Hoagie Shack, Newtown, PA

Slack’s Hoagie Shack, Philadelphia, PA

Slack’s Hoagie Shack, Willow Grove, PA

Franchise Company Provided Services:

Provided on-site, continued training to franchisees

Assisted in recruiting management staff and crew o Interviewing, Screening, Hiring, and Training new crew members

Budgeting Controllable Operating Expenses

o Inventory, Food Cost

o Staff schedule projections, payroll management

Driving sales through established, effective sales techniques Slack’s Hoagie Shack • Mercerville, NJ 3/2011– 11/2011 Business Owner/Investor

Accomplishments and responsibilities included:

Improved service through highly effective recruiting, training, and continued individual development

Improved customer service standards through training; developing customer rapport and increased customer loyalty and retention

Increased brand awareness through effective marketing & advertising: utilizing cost-effective print publications, radio advertising, and business-to-business marketing

Managed day-to-day operations: position assignments, shift goals, cash management, B2B marketing, cross-training, etc.

Slack’s Hoagie Shack Franchise Corp. 5/2006 - 3/2011 GM/ Dir. of Franchisee Training and Development

Some responsibilities:

Conducted new-store openings

Created an upselling/suggestive selling system

Developed first company training outline/handbook

Strengthened management core through succession planning with a continued focus on crew development

Marketing and event planning: created awareness through the production of marketing materials; designed POP materials, window clings, etc.

Supported franchisees by providing plans for individual store improvement through written and verbal feedback; conducted monthly QSCs designed to focus attention on areas of opportunity

Created, introduced, and provided training on new menu items and procedure

*After selling my business, I took one year off for family leave Owner/ Operator • WG Hoagie Corporation

DBA Slack’s Hoagie Shack 1/1999 - 4/2005

Willow Grove, PA

Responsibilities included:

Overseeing the day-to-day operation of the restaurant

Marketing my company’s services within the business community; Advertising through direct mail and print ads within the residential community

Ordering of all food, beverages, equipment, and supplies

Weekly food cost inventory and P&L

Meeting with and engaging guests to provide personalized service

Managing accounts payable, receivables, and weekly payroll.

Payment and management of bills, taxes, operating fees, and certifications

Responsible for franchise company training

Member of Menu Committee: responsible for the development of new core menu items Education

Northeast High School, Academic Diploma, 1986

Kaplan University, Associate of Applied Science in IT School Closed Community College of Philadelphia, Creative Writing 06/1998-09/1998

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