Customer Service General Manager
Resume:
MICHAEL JOLLY
PROFESSIONAL SUMMARY
Serviced-focused individual dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths.
CONTACT
PHONE:
EMAIL:
*******@*******.***
SKILLS
Staff Scheduling
Employee Motivation
Department Oversight
Business Leadership
Interpersonal Communication
Teamwork and Collaboration
Self-Motivated
Adaptable and Flexible
Engaging with Diverse Customers
Security Practices
Excellent Written and Verbal Communication
Sales and Promotions
EDUCATION
Belmont University
2005 - 2008
Pursued bachelor’s in Accounting. Degree not obtained, not currently enrolled
Mountain Juliet Highschool
1980 - 1984
HS Diploma obtained
WORK EXPERIENCE
Big Shake Huntsville
General Manager
Feb 2022–Current
Managed budget implementations, employee reviews, training, schedules and contract negotiations.
Developed and maintained relationships with customers and suppliers through account development.
Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.
Implemented operational strategies and effectively built customer and employee loyalty.
Set, enforced and optimized internal policies to maintain responsiveness to demands.
Assessed reports to evaluate performance, develop targeted improvements and implement changes.
Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
Woody Anderson Ford
Sales Consultant
March 2020–Jan 2022
Qualified buyers by matching requirements and interests to various car or truck models and discussing finance options.
Closed sales by overcoming objections, asking for sales, negotiating price and completing purchase contracts,
Demonstrated automobiles by explaining characteristics, capabilities and features, taking test drives and explaining warranties and services.
Answered telephone and email inquiries from potential customers.
Greeted customers on lot and in showroom to answer questions about brand and available inventory.
Outlined sales, warranty and service procedures.
Completed registration paperwork and sales documentation.
Established and devised strategy to meet personal goals consistent with dealership standards of productivity.
Maintained compliance with all service, quality, and regulatory standards.
Contacted associated dealerships to locate desired vehicles meeting customer specifications.
Prepared purchased vehicles and completed final delivery checks.
ATI Metals
Safety Leader
Oct 2018–March 2020
Recommended measures to help protect workers from potentially hazardous work methods, processes and materials.
Developed recommendations to reduce hazards by improving behaviors and procedures.
Eliminated dangerous behaviors potentially impacting worker safety in all settings through careful analysis and process optimization.
Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Carried out day-day-day duties accurately and efficiently.
Demonstrated respect, friendliness and willingness to help wherever needed.
Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
Proved successful working within tight deadlines and fast-paced atmosphere.
Developed and maintained courteous and effective working relationships.
IHOP
General Manager
Dec 2016-March 2017
Prepared annual budgets with controls to prevent overages.
Annual Sales Volume: $1.9 Million
Implemented operational strategies and effectively built customer and employee loyalty.
Introduced new methods, practices and systems to reduce turnaround time.
Reduced costs, managed delivery schedules and performed risk analysis to improve overall profitability.
Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency.
Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
Maximized operational excellence mentoring personnel on management principles, industry practices and company procedures.
Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
Utilized enterprise risk management software to improve operational insight and planning.
Starbucks
Store Manager
May 2005-June 2008
Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
Annual Sales Volume: $1.3 Million
Performed statistical analyses to gather data for operational and forecast team needs.
Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
Managed inventory control, cash control and store opening and closing procedures.
Introduced new methods, practices and systems to reduce turnaround time.
Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
Completed point of sale opening and closing procedures.
Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
Coached sales associates on product knowledge by using wide variety of training tools.
Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing a platform for all to voice concerns.
Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
Maintained strong knowledge in handling of perishable products in dairy, meat and produce departments.
Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
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