Christopher M. Haynes

Current Location: Longwood, FL 32779

Work Authorization: USC

Available to interview with prior notice

Summary:

•10 plus years in the IT industry from 2 complete software conversions, Beta test site for converting all sales and service associates from old hand help devises to the iPad/iPhone platform.

•The last 2 years IT service desk help for Alorica on the Dell ProSupport Help Desk.

•Experienced IT professional with a demonstrated history of working in the sale industry.

•Skilled in Analytical Skills, Sales, Pricing Strategy, Team Building, and Management.

•Strong varied background adds prospective from many industries to draw upon that have honed my interpersonal communication.

Education:

Bachelor of Arts (B.A.), Psychology - Wake Forest University

Professional Experience:

Alorica - Lake Mary, FL Aug 2020 to Jul 2022

IT Help Desk

•Provides feedback reports on call issues related to downtime and/or training issues specifically worked on the Dell ProSupport Help Desk.

•Took calls to support any product Dell sold that would come with ProSupport and occasional lower support calls and business volume dictated talks to customers over the phone, email, online chat, or social media to resolve their questions or concerns.

•Calls included Microsoft updates, Office problems, general computer hardware failures, cracked LCD issues and various software related issues even 3rd party software was given best effort support as well to keep all Dell customers satisfied.

•Maintains and updates customer information as necessary.

•Calmly attempts to resolve and de-escalate any issues.

•Escalates calls to supervisor when necessary and appropriate

•Tracks call-related information for auditing and reporting purposes.

•Responsibilities included a tight work from home log of every minute of the day.

•Each call would need to be logged, detailed description of the issue and then troubleshot until a resolution could be determined and delivered. Then the case would be closed once the resolution was delivered and the Customer reported no further issues.

Gators Dockside - Orlando, FL Sep 2019 to Mar 2020

General Manager

•Deliver a high-quality menu and motivate our staff to provide excellent customer service.

•Restaurant manager responsibilities include maintaining the restaurant’s revenue, profitability, and quality goals.

•Ensure efficient restaurant operation, as well as maintain high production, productivity, quality, and customer-service standards.

•Oversee the dining room, check-in with customers and balance seating capacity.

•Lead by example and uplift our staff during busy moments in our fast-paced environment.

•Ultimately, ensure our restaurant runs smoothly and customers have pleasant dining experiences.

•Coordinate daily Front of the House and Back of the House restaurant operations.

•Deliver superior service and maximize customer satisfaction.

•Respond efficiently and accurately to customer complaints.

•Regularly review product quality and research new vendors.

•Organize and supervise shifts.

•Appraise staff performance and provide feedback to improve productivity.

•Estimate future needs for goods, kitchen utensils and cleaning products.

•Ensure compliance with sanitation and safety regulations.

•Manage restaurant’s good image and suggest ways to improve it.

•Control operational costs and identify measures to cut waste.

•Create detailed reports on weekly, monthly, and annual revenues and expenses.

•Promote the brand in the local community through word-of-mouth and restaurant events.

•Recommend ways to reach a broader audience (e.g., discounts and social media ads)

•Train new and current employees on proper customer service practices.

•Implement policies and protocols that will maintain future restaurant operations.

•Helped Corporate Food Tech load in seasonal menus in the POS system to roll out to the entire chain, making sure all orders submitted to the kitchen went to designated printers and became a smooth transition for all locations.

Florida Carwash Services - Apopka, FL Nov 2018 to Sep 2019

Purchasing/Service Manager

•Job responsibilities included scheduling of all service calls that came into the call center

•All so had to schedule and maintain multiple crews on anywhere from 2 to 6 full installs a month

•Recruited all service technicians and oversaw maintaining employment status of those associates

•Aided in the submitting of purchasing requests for those installs

•Maintained budget on all installs to ensure proper bidding by sales department.

•Report all responsibilities at a weekly meeting so all departments on the same page.

Liberty National Life Insurance Company - Altamonte Springs, FL Jul 2018 to Sep 2018

Agent

•Helping Florida businesses provide unique and valuable benefits to their employees that will save them

money on payroll taxes.

Terminix - Leesburg, FL Aug 2015 to May 2018

Branch Manager

•Transferred to Leesburg Branch as Branch Manager

•Direct the activity of the sales department to achieve assigned goals. Work in the field with sales staff to evaluate and improve their sales skills.

•Direct the activity of the service department to achieve assigned goals. Work in the field with service staff to evaluate and improve their service skills.

•Direct the activity of the administrative department in maintaining accurate customer records, processing customer service requests, and preparing various management reports.

•Conduct department meetings and perform staff functions as necessary. >

•Assist with recruiting, selecting, and training all staff roles.

•Responsible for reviewing customer concerns, researching issues and providing solutions to ensure customer expectations are met.

•Manages all aspects of the home builder relationship at the local operational level and coordinates with corporate staff all efforts aimed at capitalizing on business with national/multi-market home builders.

•Analyse operational and financial projections and recommend strategies for achieving the goals set out in those projections.

•Develops and executes an effective sales and marketing strategy.

•Gains and maintains appropriate certification/licensing as required by the state and/or by branch management.

•Was the Beta site to test and work out all issues with converting every branch operation from a very old hand and stylus device to iPad/iPhone platform. This included training the service department on how to log all their activities and use all the new apps that would allow customers to see the technicians’ arrival in real time. We also had to make sure the new iPad point of sale system was stable and relaying all correct information into the main system so all sales could be scheduled and completed.

•My branch had to be on smooth operations for 3 months, then the program was rolled out to the other 247 branches in the company.

Terminix - Melbourne, FL Sep 2014 to Jul 2015

Sales Manager

•Sales Manager for the Melbourne branch. Managing all sales for Brevard County for all Terminix services.

•We handle pest control and protection, termite control and protection, insulation, mosquito control as well as general home protection from wildlife intruders.

Food Supply Inc - Daytona Beach, FL Feb 2006 to Sep 2014

Purchasing and Sales Manager

•Purchasing agent for multiple product lines responsible for inventory and quality control. Project

•Manager for complete software conversion, initiated program that standardized sales rep training and developed first incentive performance plan which motivated staff and resulted in a 95% reduction in dead stock.

•Responsibilities also include marketing of current and new product lines.

•Was Project Manager for 2 complete Software conversions for the entire company. That included verifying all data mapping as well as training all employees on how to access and use the new software.

•Warehouse employees, Meat cutters, Drivers, order pickers and most importantly the sales force.

•Each conversion put a completely different point of sale software for them to use and become proficient with. That was a continuing process as more parts for the system were rolled out as their proficiency increased.

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