Customer Service Project Manager
Resume:
Damita Thomas
Chicago, IL
************@*****.***
www.linkedin.com/in/damitathomas
Property Manager - Sales and Operations
The Connor Group - Wheaton, IL
December 2022- Current
● Exercised strong analytical skills with proficiency in data analysis and visualization tools
(e.g., Excel, Tableau, Power BI, CRM)
● Demonstrate experience in optimizing sales operations processes to drive efficiency and effectiveness by being a top performer and increasing profitability
● Proven ability to analyze and interpret information promptly and Energetic, enthusiastic, and prone to take action
● Develop the KPI and responsible of Incentive and training to team member so as to achieve target as well as Develop long-term sales strategy to meet company objectives
● Demonstrate Interpersonal effectiveness with proven ability to establish/maintain mutually respectful relationships with managers, peers, support staff, and clients; handle conflict, resolve complex issues, negotiate, achieve consensus and promote team spirit Sr. District Manager – Corporate Store Growth
Asurion - Ubreakifix Chicago, IL
July 2020 - May 2022
● Create and implement strategic sales growth plans via forecasting and data. Proven track record of top sales performers in the nation. Specialize in growing and developing teams to reach full potential consistently.
● Launched 8 new stores and facilitated all operations to completion from start to finish throughout the Chicago land area within one year. Implemented sales and revenue growth plans for each region. Hired and trained all staff.
● Successfully utilized P&L to identify areas of opportunity and develop ways to grow the business to be more profitable.
● Trained teams to maintain standards of excellence for themselves and the team to be top performers. We have a proven track record of being able to lead and implement multiple launches in our markets.
● Daily monitoring of KPIs and other data as well as conducting store audits to develop and implement growth strategies.
Store Director - Sales, Merchandising and Operations Fry's Electronics - Downers Grove, IL
January 2017 - July 2020
● Managed staffing and management of specialists and sub-contractors; ensured guidelines are met. Delivered constructive feedback to employees, vendors, stakeholders, and leadership on CRM and POS process improvements.
● Responsible for project management efforts, including project scope/objective development, technical feasibility, budget adherence, documentation, vendor/contractor management, and implementation; ensures projects are delivered on-time and within budget.
● Managed quarterly expenditures and developed budgets accordingly utilizing P&L analysis.
● Utilized POS, Kronos, and Ultipro to manage team members and their progress.
● Launched flagship store, Google Express-Chicago to deliver feedback and proactive training in preparation for company rollout which has since launched company-wide due to high execution and success rate.
Sales and Operations District Manager
Fry's Electronics - San Jose, CA
2013 to 2017
● Managed team of 480 across 12 locations; oversaw customer satisfaction maintenance and delivered resources and strategies for effective problem resolution.
● Delivered performance information and recommendations to facilitate strategic planning efforts for achieving customer service objectives; developed action plans, conducted audits, identified customer service trends, and implemented system improvements and changes.
● Served as customer service subject matter expert; oversaw team development, budget management, expectation communication, and customer service process improvements that consistently met customer satisfaction objectives.
● Met with customers, visited operational environments, and conducted surveys to identify customer service requirements and financial objectives; forecasted requirements, prepared quarterly budgets, scheduled expenditures, analyzed variances, and initiated corrective actions.
● Analyzed information and applications to benchmark best practices and re-design processes to improve customer service experiences.
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Merchandise Sales Project Manager
PGA Golf Tournament - Napa, CA
2012 to 2015
● Collaborated with buyers on identification of customer buying trends and product placement efforts; developed strategic merchandise placement plans and promotions to exceed sales goals throughout the tournament's duration.
● Delivered one-on-one training on QuickBooks and Point of Sale software to team members to ensure positive customer experience and efficient employee productivity.
Audio Video Sales Manager
Fry's Electronics - San Jose, CA
2009 to 2013
● Developed sales floor merchandising plans via specific ad strategies to increase gross profit potential by 20%; recognized as a top 5% sales achiever for consistently exceeding sales and profit goals.
● Identified and implemented process improvements to ensure delivery of fast and friendly customer service and achievement of high customer satisfaction goals; communicated expectations and delivered coaching and disciplinary action to team members with poor sales performance.
● Built and fostered vendor relationships to drive product knowledge, selling strategies, and employee training efforts.
Loss Prevention and Safety Department Manager
Fry's Electronics - San Jose, CA
2004 to 2009
● Oversaw internal and external investigations and interviews for associate accident/workers compensation claims and case report preparation that resulted in a 100% internal interview success rate.
● Built and maintained relationships with local, state, and federal police department staff.
● Specialized in asset protection and designed plans to improve quarterly shrink goals; delivered shoplifter apprehension training to all loss prevention staff. Education
Bachelor of Science in Business Administration in Business Administration Oglethorpe University - Atlanta, GA
2018 - TBD
Willowbrook High School H.S. DIPLOMA
Villa Park, IL
Skills
• Training • Crm Sales Force
• Kronos • Data analytics
• B2c Saas
• Account management
• Data entry
• Quickbooks
• B2b sales
• Retail
• Retail sales
• Relationship management
• POS
• Merchandising
• B2b
• Branding
• Team building
• Operations
• Problem-solving
• Scheduling
• Sales
• Retail Management
• Customer Service
• Cash Handling
• Management • Payroll • Microsoft Excel
• Marketing
• Inventory
• KPI
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