Customer Service Rep

CAREER SUMMARY

• Senior Business Operations Leader with 15+ years of transformational experience

focused in Human Resources efforts, training and development, as well as process improvement initiatives that have resulted in organizational excellence and accelerated customer success

• Time management and multi-tasking expert with 9+ years of focused experience in new hire training and onboarding strategies, developing employees to ensure operational success and talent management

• Spearheaded the delivery and leadership of a focus group to drive in-depth collaboration with various levels of management, allowing for professional transparency across the organization and process improvements

• Conduct organizational strategy executing by setting up and managing routes, as well as completing various duties performed during the day to deliver seamless and streamlined operations

• Skilled in problem-solving, conflict resolution, and de-escalation of complaints, ensuring efficiencies with communicating issues to management and quick resolution to deliver top-level customer satisfaction

PROFESSIONAL WORK EXPERIENCE

Ivey’s Clothing, Merchandise, Electronics and More 2022 – Current Founder / eCommerce Strategist

• Focus on trending items and buying specific clothing for the current season, including placing orders for pallets of merchandise to be delivered

• Sort through and group clothing to sell bulk sales while keeping up with inventory and ensuring 100% operational accuracy

• Price product according to current sale prices and monitor price drops on competitors’ merchandise, staying abreast of everchanging markets

• List the product online on various sites to sell and monitor the listings, and pulling, packing, and printing on shipping labels for when orders are placed

• Schedule pick up/drop off times for packages to be shipped Secure1cameras (Dropshipping Portion of eCommerce Business)

• Conduct product research to better understand fads, trends, and needs in the market, ensuring the product selection is made and building a website and brand around the product

• Provide testing of the product through running Facebook Ads and TikTok ads, analyzing the data from the ads to see the amount of people the ads reached

• Set daily ad budgets and track the cost per thousand, keeping it under $10/ad

• Analyze the cost per click (CPC) and keeping it under $.50/click, with the click through rate (CTR) around 3%, Add to carts ATC at

$5, consistently tracking leads and performing follow ups

• Forward customer information to company once sale is made while also implementing an email campaign to bring back customers FedEx Freight – Charlotte, NC 2009 – 2022

Focus Group Team Leader

• Instrumental to developing, implementing, and delivering a successful focus group, leading collaboration efforts across all levels of management to drive business improvements and allowing employees’ voices to be heard

• Served as a liaison for drivers, operations management, HR training and development, as well as the District Manager, utilizing strong HR expertise to deliver optimal business results while exceeding organizational goals and metrics

• Consistently uncovered pit falls and provided gap analyses while assessing opportunities, including implementing automated solutions to ameliorate and sustain business processes concerning operations and reporting

• Mapped end-to-end processes and drove synergies among process owners to promote role clarity and foster accountability, utilizing an HR background to establish process improvements that result in growth and culture enhancement

• While gaining a degree in Business Administration and Human Resources Management, consistently focused on new strategies and education to drive optimized training, onboarding, talent development, and resource management tactics Donald Ivey Jr.

704-***-**** Gastonia, NC cgi7911@ yahoo.com LinkedIn

• Human Resources Strategy

• Project & Program Management

• Leadership

• Training & Development

• Cross-Functional & Executive

Collaboration

• Goal Management / Attainment

• SOP Development & Management

• Resource Management

• Relationship Building

• Process Improvements

• Reporting & Analytics

• Quality Control

• Data Management

• Strategic Planning & Execution

• Business Operations Leader

CORE COMPETENCIES

• Delivered problem solving and advanced resolution for customers/clients, finding innovative solutions to issues while focusing on retention and business operational strategies

• Motivated, trained, and directed employees through leading the Focus Group, advocating for improvements across the entire business and utilizing a professional communications approach to impact the group in a positive manner Certified Coach / Trainer Lead / RTO (Road Test Observer) Certified Trainer

• Certified Coach, Trainer Lead, and RTO Certified Trainer for FedEx Freight, acting as a subject matter expert on training improvement processes and performing as an internal consultant to analyze new and experienced drivers

• Make recommendations on improvements concerning training and optimizing driver performance while focusing on CDL regulations, as well as implementing adjustments when issues are identified and require resolution

• Oversee alignment and post training support by building and maintaining relationships with drivers and Driver Development Instructor, establishing strategies to mentor professionals to ensure optimal business success Route Manager

• Provided accountability and execution of pre/post route activities, including optimizing schedules to be organized, efficient, and operationally cohesive

• Managed customer complaints by facilitating requests for proposal and other activity requests, utilizing a robust problem-solving background to find the best solutions available

• Functioned as an information resource for customers, new hires, and documentation management in a fast-paced environment, applying appropriate stewardship over company policies and procedures while focusing on the success of the business as a whole Sigma Network – Charlotte, NC 2005 – 2009

Route Manager / Trainer

• Provided in-depth training for staff and upheld responsibilities for pre/post route activities, ensuring operational processes and procedures were being following 100%

• Acted as the main point of contact for customers as an advanced resource for requests and delivery inaccuracies TECHNICAL SKILLS

MICROSOFT OFFICE SUITE ADOBE ACROBAT DISCOVERY SHAREPOINT EDUCATION & CERTIFICATIONS

WESTERN GOVERNORS UNIVERSITY (WGU) NORTH CAROLINA – DURHAM, NC BS, BUSINESS ADMINISTRATION AND HUMAN RESOURCE MANAGEMENT (2023) CDL CLASS A

HAZARDOUS MATERIAL ENDORSEMENT

CERTIFICATES: WESTERN GOVERNORS UNIVERSITY – HR MANAGEMENT/STRATEGIC THINKING & INNOVATION

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