Customer Service Quality Assurance
Resume:
QUAN
GRIMES
**********@*****.***
SKILLS
● Experiment Management
● Usability Testing
● Continuous Improvement
● Experiment Coordination
● Team Meetings
● Luxury Experience Management
● Quality Assurance
● Inventory Accuracy
● Employee Performance Evaluations
● Team Development
● Project Goals and Milestones
● Vendor Relationship Development
● Persuasive Negotiations
● Corporate Communications
● Product Management
● Management Skills
EDUCATION
Broward College
Fort Lauderdale, FL
Bachelor of Arts: Drama
Barbara Goleman Senior High School
Miami Lakes, FL
High School Diploma
PROFESSIONAL SUMMARY
Experienced Manager and Brand Ambassador. With over 10 years of experience recruiting exceptional candidates and customer service. Bringing forth an in-depth knowledge of sales practices, merchandising, and relationship building techniques. Offering a quality mindset and a strong work ethic. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
WORK HISTORY
Actionlink/Bose - Showroom Experience Manager
12/2019 - 06/2024
● Developed team communications and information for Weekly meetings.
● Cross-trained existing employees to maximize team agility and performance.
● Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
● Increased customer retention and satisfaction by closely monitored team member performance and assessing problematic practices.
● Delivered feedback to decision-makers regarding employee performance and training needs.
● Compiled data highlighting key metrics to report information, determine trends and identify methods for improving store results.
● Conducted monthly inventories of raw materials and components on work floor.
● Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions.
● Maximized performance by monitoring daily activities and mentoring team of 20 associates.
● Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
● Achieved 90-110% average completion rate on all assignments without loss of materials and assets, demonstrating innovative and practical problem-solving skills in high-stress environment.
● Increased sales by 60% by establishing goals, overseeing performance and .
● Achieved or exceeded financial goals on regular basis by controlling expenses, optimizing schedules and regulating inventory usage.
● Evaluated employees' strengths and assigned tasks based upon experience and training.
● Trained new employees in specific job requirements.
● Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
● Performed Weekly reviews assessing each employee's performance and developed improvement plans.
● Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
● Gained extensive knowledge in data entry, analysis and reporting Sony/Actionlink - Brand Ambassador Team Lead
Miami, FL • 09/2017 - 12/2019
● Collaborated with sales staff to identify target customers, promote products and increase sales.
● Engaged customers to communicate key product features.
● Showed understanding of customer's personal style and preferences when offering product advice.
● Placed new and existing brand products in competitive retail locations.
● Boosted sales over 80% since starting date.
● Developed and executed promotional campaigns to drive brand awareness and sales.
● Increased brand awareness through event marketing, demonstrations, sales, and brand promotion.
● Collaborated with local field sales to promote brand awareness and sales results.
● Maintained accurate records of promotional events and customer interactions.
● Organized and stocked merchandise to keep necessary levels for sales demand.
● Developed recap reports to communicate competition trends, product introductions and new promotions.
● Planned and organized sampling events by working hand-in-hand with retail store managers and leaders.
● Worked with team to achieve sales goals for products.
● Maintained clean, organized and professional work environment. Samsung/Acosta - Manager
Hialeah, FL • 06/2014 - 09/2016
● Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
● Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
● Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
● Successfully managed budgets and allocated resources to maximize productivity and profitability.
● Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
● Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty. Huawei/Acosta - Team Training Lead
Aventura, FL • 06/2014 - 09/2016
● Supervised completion of exams and sent results to testing headquarters.
● Recruited, trained and mentored new instructors.
● Delivered comprehensive training to new employees and newly hired .
● Analyzed training, student outcomes and course delivery metrics to produce reports for senior management.
● Lead special seminars for different types of employees.
● Hired, trained and oriented 50 new instructors for long-term success.
● Developed and improved training courses to increase staff performance and overall training effectiveness.
● Provided virtual training and online presentations.
● Arranged meeting spaces and supporting materials for each class. Best Buy - Customer Service Manager
Doral, FL • 09/2005 - 09/2014
● Controlled resources and utilized assets to achieve qualitative and quantitative targets.
● Kept accurate records to document customer service actions and discussions.
● Developed and offered unique discount options to drive interest in new product lines.
● Created and reviewed invoices to confirm accuracy.
● Collaborated with upper management to improve customer service processes and support structures company-wide.
● Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
● Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
● Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
● Addressed potential cancellations and offered catered solutions to retain accounts.
● Took ownership of customer issues and followed problems through to resolution.
● Researched and corrected customer concerns to promote company loyalty.
.
Contact this candidate