Account Manager Customer Service
Resume:
Learnestia Francis
Land O’ Lakes, FL 34638
*****************@*****.***
Business Account Manager
IT&E-Harmon, GU
September 2021-June 2024
Identified clients’ needs and offered tailored merchant services with face-to-face meetings.
Conducted weekly check-ins with Book of Business (current clients)
Prospecting to build & maintain new clients (25+ a week) to ensure KPI is met by building relationships, traveling, and meetings.
Delivered Compelling sales presentations, product demonstrations, highlighting the value proposition and key benefits.
Negotiated and closed sales, ensuring customer satisfaction and long-term business relationships.
Ensured proposals where accurate and delivered in a timely manner.
Attended Weekly trainings to ensure proper knowledge and promotion of products.
Responsible for the distribution/installation of Routers, Fiber, Air Fiber, Land lines, Cellular lines, prepaid calling cards, handsets, sim cards, MiFi rentals and accessories
Monitored sales activities through KPI sales report.
Researched and gather information regarding market interest and demands, competitor products and sales methods.
Developed sales reports to show sales volume and product sales statistics to assist in product planning, development, marketing, and other pre-sales activities.
Assistant Store Manager
Famous Footwear- Barrigada, GU
March 2022 to December 2023
Showed and demonstrated a passion for customer service by greeting and welcoming every customer who walked through the door. Assisting customers with their daily shopping needs using up selling. Addressed all customer complaints or issues in a timely manner.
Assisted in helping sales team meet their daily sales goals by coaching, checking KPI reports daily
Pushed team to reach daily Credit Card Applications goal.
Made employees weekly schedules to ensure staffing is correct for incoming traffic and post in a timely manner.
Did inventory shipping and receiving weekly to ensure all departments are properly stocked
Maintained each department to show case all merchandise adequately
Kept all clearance merchandise replenished by pulling from stock room
Changed marketing signage: sales, new, clearance in correct correspondence
Promoted all new sales and promotions
Trained and motivate all sales associates through coaching
Changed markdowns and price changes daily
Kept up to date on all company procedures and policies
Send daily emails for our sales and goals
Opening and closing the store while keeping accurate balances on all cash registers.
Weekly meetings with store manager for input and feed back
Retreat Director
Massage Heights - Decatur, GA
July 2020 to January 2022
Lead the way to an amazing experience for members and guests by managing the daily operations of the location, maintaining a clean, safe, therapeutic environment for everyone and guiding the sales and customer service team to positively resolve customer challenges.
Helping the location move more people forward in their wellness journeys by driving membership, promoting retail sales, partnering with the franchisee to set performance goals and working with the team to achieve them.
Building a high-achieving team by setting clear expectations, providing ongoing training and mentorship, and reviewing performance regularly to empower team members to improve and grow.
Running a tight ship where every operational detail was addressed, from managing inventory and deposits to ensuring compliance with all labor and employment laws applicable to location employees (including any local and state licensing laws for massage therapists and estheticians).
Created a strong workplace culture where all employees felt valued, good work is recognized, issues are resolved quickly and fairly, and everyone feels connected to the mission.
Handled cash register opening and closing, daily bank deposits and Discrepancies.
Coached employees daily on rules, regulations, new policies and task management. Ensured all employees were equipped with the right tools for company advancement and life goals.
Attended weekly management team building courses and weekly goals.
Ensured my team was above the 25% monthly sales goal. (Average 37%-42%) closing. Answered multiple phone lines and kept accurate updated files.
Managed sales activities in all departments
Clinic Manager
Massage Envy - Colorado Springs, CO
January 2020 to July 2020
40+ hours weekly
$45,000 annually
Lead the way to an amazing experience for members and guests by managing the daily operations of the location, maintaining a clean, safe, therapeutic environment for everyone and guiding the sales and customer service team to positively resolve customer challenges.
Helping the location move more people forward in their wellness journeys by driving membership, promoting retail sales, partnering with the franchisee to set performance goals and working with the team to achieve them.
Building a high-achieving team by setting clear expectations, providing ongoing training and mentorship, and reviewing performance regularly to empower team members to improve and grow.
Running a tight ship where every operational detail is addressed, from managing inventory and deposits to ensuring compliance with all labor and employment laws applicable to location employees (including any local and state licensing laws for massage therapists and estheticians).
Creating a strong workplace culture where all employees feel valued, good work is recognized, issues are resolved quickly and fairly, and everyone feels connected to the mission. Answered multiple phone lines, and kept accurate employee files
Assistant store Manager
Walmart - Fountain, CO
March 2017 to January 2020
Level 7, Full time permanent,
45+hours a week-$45,000 yearly
Justin Lopez is point of contact 1-719-***-****.
Customer service provider
Supervised 25 to 58 associates daily, delegated different job task, supervised the load and unloading of the DC trucks, unloaded Dc trucks with forklift and walking stacker, ensured all freight was stocked and zoned in appropriate area, made sure associates are merchandising correctly and efficient, stayed up to date with all Walmart Policies and procedures (Academy Training once every three to four months), trained associates on all new policies and procedures.
Over saw over 15 Department Supervisors to ensure all modes where merchandised or displayed attractively, and priced points where correct, ensure all departments where up to standards
Make daily and weekly schedules, ensure all employees complete tasks in a timely manner, responsible for coaching associates for success and productivity. Coaching while walking around, coached to ensure all associates meet weekly sales goals.
reviewed daily sales reports to accommodate sales and mark downs
Handled customers complaints/returns
Responsible for the handling of short or over register inquires/ handled all cash drops in the company safe
Ensured department managers were trained on TC40 to accurately handle ordering of merchandise/kept over stock to a low
I understand metrics and accountability,
insured all tasks were completed on grocery and GM side,
I pay well attention to detail, excellent written and verbal communication
I’m Able to work well under pressure
Ensure customer needs are met daily.
Document and resolve any customer service or associate issues daily.
Demonstrate human resource management experience in compensation, benefits, employment, training and program development, employee relations, customer services, records maintenance and program development implementation and administration. Demonstrated experience-directing employees in HR operations. Demonstrated experience persuading and negotiating. Demonstrated experience performing within specific deadlines or under pressure. Demonstrated experience problem solving, organizing and prioritizing work.
Opened and closed cash registers, fixed all register discrepancies(short or over balance). Secured deposits in the company vault. Handled all customers complaints to ensure the customer was satisfied with the outcome.
Massage Therapist
Octavia’s Healing touch - Augusta, GA
June 2012 to January 2017
Massage therapist owned my own mobile business.
Education and Training Lead
CDC - Naples, IT
February 2008 to November 2015
GS-4 step 3, 40+ hours a week, Full time permanent, $26,133 annually, 081-***-**** Rita Zanotti is the Director and point of contact and may contact.
Maintained control of and accounts for the whereabouts and safety of children and youth. I oversaw the arrival/departure of children/youth. I supervised children and youth during daily schedules of indoor and outdoor activities, on field trips, outings and special events. I worked in ration with children.
Encouraged participant interest and established a program setting that promoted positive child and youth interactions with other children, youth, and adults. I monitored staff/child ratios to ensure adequate staffing. Planned, coordinated, and conducted activities for program participants based on observed needs of individual children. Prepared and implemented program options for children. I worked with trainers and supervisors to implement activities and special events that meet the physical, social, emotional and cognitive needs of children from birth to preschool. Worked with team members to prepare, arrange, and maintain indoor and outdoor activity areas and materials to accommodate daily schedule. I assisted children with special projects, homework and life skills.
I interacted with children and youth using approved child guidance and youth development techniques. I interacted professionally with staff members, parents, and the Command. I participated in conferences with parents, program staff, and school representatives. I briefed other employees and parents. Noted special instructions provided by parents. Ensured children and youth (as applicable) depart with authorized persons according to written parental instruction. I provided opportunities for parent involvement.
Instructed team members in specific tasks and job techniques; makes available written instructions, reference materials, and supplies. I explained program guidance, procedures, policies and directives to team members. Resolved problems and conflict situations or obtains information and guidance from the supervisor. Demonstrated proper work methods and provided work-related guidance to subordinates. I modeled appropriate behaviors and techniques for working with children/youth. I conducted on-the-job training and instruction to team members. Ensured team members followed safety, fire, fitness, health, and nutrition procedures and informed supervisors of compliance concerns. Relayed instructions from the supervisor, made activity assignments and got the work started IAW the daily activity plan.
Observed a program participant for signs that may indicate illness, abuse or neglect and reports as directed. Set up displays and bulletin boards. Arranged for/serves appropriate snacks/meals when needed. Inventoried equipment on a recurring basis and recommended replenishing damaged, missing, and depleted supplies. I secured supplies, equipment, and facilities. Collected, maintains and reports program participation data.
Used designated evaluation materials to ensure the assigned area follows Navy baseline standards and metrics. Ensures assigned area achieves and maintains standards for DoD/Navy certification and national accreditation or Navy equivalent. Provided care/supervision, Oversight, and accountability for program participants in compliance with DoD, Army and local policies, guidance, and standards.
Completed designated training requirements and tracked and recorded training on own Individual Development Plan (IDP).
13 Modules Completed
Executive Assistant
Stat Experts - Baltimore, MD
December 2004 to December 2007
50+ hours a week, Civilian Job, Full time, last promoted 9/16/2006, $39,890 annually 301-***-**** Allen Absalon is the CEO and point of contact and may contact.
I addressed all customer feedback both positive and negative. I made sure that the client and employee were happy with the outcome with the issue that arose. I monitored all company telephone lines providing clear and precise direction with the company lab drivers. Screened visitors for upper management, set up meetings, handled all company technical issues, held weekly meetings pertaining to staffing, employee affairs and company mission. Coordinated and executed agency training that I created with Word or PowerPoint. I Created and implemented company standard operating procedures and training manuals using Word, Powerpoint or Excel. I ensured proper handling of medical equipment and specimens. By doing so I had to recount and log all specimens onto the computer using the program of Word or PowerPoint. I prepared medical correspondence, memoranda, and messages in compliance with Transportation Security Association (TSA) and Stat Experts by using the programs of Word or PowerPoint. I Executed and trained all employees to correspond with TSA regulations. By doing so I would have to go to weekly meetings and translate the information I learned to all the employees on the new regulations and standards. I Ensured reports and evaluations were submitted by deadlines by making sure all records and training were up to date. I Maintained filing records and made sure that the old records would be filed in a safe but reachable place if needed. Assisted in the developing of curriculum lesson plans and represented lesson plans to staff in quarterly training for cortication. I Analyzed and corrected over 80 employee's work schedules and pay discrepancies. I was Responsible for and handled all company's Account payable, (fixed employees payroll, handled all pay advance and repayment if necessary,) by using QuickBooks. I was responsible for the overall integration and management of the following Stat Experts and medical programs: TSA, Bostwick Labs, CBL, Genpath Labs, Ameripath Labs. I was responsible for staffing, recruitment, employee classification and background checks, employee benefits/ allowances, and personal processing. By doing so I would have to screen all applicants to make sure they were qualified for the position, set up interviews and conduct them, dealt with local police for all background checks, made sure that the employee had enough time or work allowance to use if wanted to for vacation, sick pay, or an advance on payroll. I managed all necessary health and safety inspections and kept an accurate recorder of each evaluation.
Customer Service Manager
Safeway - Columbia, MD
January 2002 to December 2005
40+ hours a week, Civilian Job, Full time, last promoted 10-1-2005, $26,700 annually, 301-***-**** Patrick Daniel's was the Supervisor and point of contact and may contact. I provided elite and professional customer service. Addressed and rectified customer complaints in an efficient and timely manner. I completed customer returns, refunds, and exchanges in a prompt and courteous manner. I was knowledgeable on all store products and standard operating procedures. I was proficient in all positions within the establishment. I supervised 10 to 15 front end employees. Coordinated and implemented work schedules, brakes, and annual leave. Balanced all cash registers and secured store earnings in the company vault at the close of business.
Cuesta College - 2002
Degree in Business - San Luis Obispo, CA
27 years in sales and Customer Service (Sales expert), Organizational Skills
Proficient in QuickBooks, Word, PowerPoint and Excel
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