Customer Service Admissions Officer

Joshua Dukes

Montgomery, AL ***** 334-***-**** adwqr0@r.postjobfree.com

SUMMARY

Senior Manager with 6+ years of experience in Sales, Customer Service, and Operations. Currently studying Operations Management in the Jack Welch Management Institute. Skilled in project and operation management, leadership, P&L management, strategic planning, building organizations, risk management, client management & retention, sales force, negotiations, and HTML, CSS, Java Script.

EDUCATION

Strayer University

Jack Welch Management Institute

Master of Business Administration, Operation Management

Graduation April 2025

Troy University, Troy, Alabama

Sorrell College of Business

Bachelor of Science in Business Administration, Global Business - Information Systems

Graduation December 2022

Relevant Courses Completed: Business Management, Strategic Management, Object Oriented Programming, Marketing, Business Law, Microeconomics and Macroeconomics.

PROFESSIONAL EXPERIENCE

Strayer University Admissions Officer Montgomery, AL August 2022 - Present

Utilized a customer relationship management (CRM) system to track and manage leads, inquiries, and applications, improving response times and conversion rates.

Conducted regular data analysis and reporting to identify trends and areas for improvement, informing strategic decision-making.

Coordinated and led training sessions for new staff on systems and processes, ensuring successful adoption and utilization.

Maintained a high level of customer service and satisfaction, managing inquiries and complaints promptly and effectively.

Rent-A-Center Senior Manager Montgomery, AL 2021 - 2022

•Oversaw the output of 7+ employees including two assistant managers while managing store operations.

•Recruited, trained, and coached employees to maximize performance in customer service, client retention, revenue generation, and daily tasks including stock, inventory, and collections.

•Exceeded quarterly sales and collections goals by maintaining over 500 active accounts.

•Worked closely with the region's District Manager to plan budgets and set performance goals.

Rent-A-Center Collections Manager Montgomery, AL 2016 - 2021

•Partnered with Store Manager to oversee the management of collections and supervise collections personnel.

•Maintained financial records including inventory reports.

•Improved the collection standard by over 20% which directly led to store earning ‘Store of the Year” in 2017 and 2018.

•Top Collections Manager in the district with highest average of sales for 4 consecutive years.

SKILLS

•Demonstrated ability to lead initiatives within a technical and non-technical setting.

•Demonstrated ability to work with individuals at all levels of the organization.

•Strong analytical skills and ability to think outside the box.

•Detail-oriented.

•Ability to work in a fast-paced environment.

•Ability to frame decisions based on key organizational metrics such as business impact, ROI, etc.

•Excellent organizational skills, attention to detail and quality.

•Strong written and verbal communication skills, excellent interpersonal skills.

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