Customer Service Training Specialist

Trenton T. Dutcher

***** ********* ***. ******, ** 55378 920-***-****

************@*****.*** Linkedin:: https://www.linkedin.com/in/trentdutcher Sales Management and Training Specialist

Award winning manager with over 17 years of experience in supervising operations and developing overall store strategies and tactics to achieve sales, service and operational performance goals, ensuring maximum sales and profitability. Leads, motivates, and trains associates to create a customer-centric environment resulting in memorable and positive customer experiences; builds customer retention, strong relationships, brand awareness and loyalty. Strives for excellence in all endeavors resulting in superior customer service, higher efficiency, and increased revenues.

● Management & Supervision

● Proficient MS Office, POS

System, SalesForce

● Vendor & Customer Relations

● Hiring and Selection

● Business Process Analysis &

Improvement

● Financial, Budget, Operations

Management

● Sales Development & Leadership

Professional Experience

160 Driving Academy Eagan, MN August 2023 to Present Business Development Specialist

Oversee the daily operations of the Minneapolis branch serving over 200 students annually.

● Recruitment of new students. ● Manage relationships with partnered businesses. ● Report student progress and attendance. ● Maintain student accounts, tuition records, medical information, and licenses. NSA Brands Minneapolis Market October 2022 to May 2023 Area Manager

Oversee the daily operations of 11 properties generating $9.8M across the Minneapolis metro market. Responsible for assisting properties operate within or below expense budgets and performing location audits.

● Coached Property Managers to achieve metric goals and maintain accounts. ● Recruiting, training, and scheduling of property management staff. ● Addressed escalated customer concerns. ● Scheduled vendors for repair and maintenance work. ● Approved payroll and audited travel expenses. Guitar Center (Multiple locations) Headquartered in Westlake Village, CA April 2006 to October 2022 Store Management 2006 to 2012/2015 to 2022

Started as sales associate and quickly earned promotions up to store manager. Ensured quality day-to-day operations and exceptional customer service. Utilized strong managerial and leadership skills, developed and carried out strategic operational, merchandising, displays, marketing plans; analyzed financial data, developed and maintained a strongly motivated store staff. Utilized POS system.

● Maintained store staff by recruiting, selecting, orienting, and training employees (up to 40.) ● Scheduled and assigned work to employees; followed up on work results, provided coaching as needed. ● Achieved financial objectives by preparing annual budgets; effectively managed up to $10M and P&L, scheduled expenditures; analyzed variances; initiated corrective actions.

Leadership Trainer 2012 to 2015

Promoted to this position for stellar performance in sales and store profitability as a manager. Traveled to multiple locations and trained associates on new company services offered; provided training leadership in over 30 stores.

● Developed necessary training methods and programs; created training procedure manuals and guides; presented. new hire training at grand openings at multiple locations. ● Created and delivered interactive training materials including eLearning modules and videos. ● Successfully trained 1500+ employees from sales associates to store managers.

AWARDS

NSA Brands, Divisional Unavailable Unit Improvement Contest,

● Achieved highest improvement (37%).

Guitar Center, Pro Coverage Rockstar, Most Improved Store,

● Over 14% increase in service plan attachment within 2 months. Guitar Center, Store of the Year,

● Ranked #1 on company metrics; 12 consecutive months over 111% of sales plan; achieved over 125% of EBITDA.

Guitar Center, President's Award,

● Recognized for leading by example and promoting the company’s core values. Guitar Center Street Warrior Award,

● District Sales Top Performer.

Guitar Center WOW Award,

● Outstanding performance and leadership during pandemic. Guitar Center Lessons Super Bowl,

● Chainwide leader in Student Acquisition.

EDUCATION

High School Diploma, Roseau High School, Roseau, MN OTHER SKILLS AND EXPERIENCE

Ecommerce; Experienced seller in online markets utilizing Shopify, Amazon, GoDaddy, and eBay. Radio Broadcasting; On-Air Announcer for News, Sports, and Weather at KRWB in Roseau, MN from 1995-1997. Audio and Video Editing; Hobbyist; experience using Pro Tools, Studio One, Final Cut, and DaVinci. Graphic Design; Hobbyist; experience using Adobe PhotoShop and Illustrator. Manufacturing and Metal Fabrication; Welding and forklift experience at Polaris Industries Inc. from 1995-2003.

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