Call Center Customer Service
Resume:
John Small
Customer Service Manager
Saint Augustine, FL 32092
*******@*********.***
Professional Summary
Growth-oriented, enthusiastic professional with multi-faceted experience and a keen ability to understand and interpret broad disciplinary perspectives while enforcing improvement of overall organizational efficiency. Exhibits straightforward leadership approach in fostering cooperation and building positive working relationship with staff. Eager to secure a competitive role to continue the promotion of skills, knowledge, and leadership for accelerated and long-term career advancement.
• Strongly committed to driving success by achieving and understanding common goals and offering opportunities for partnership and participation.
• Expert skills in assessing business opportunities and adept at identifying potential problem areas, maximizing human potential, minimizing issues, and formulating action plans.
• Promotes a working environment that maximizes organizational awareness and competitive working culture.
• Skilled in evaluating personnel needs, processing payroll, managing all areas of the recruiting process. Conduct new hire orientations, administer all benefits programs, FMLA, disability, other leaves of absences and communicate benefits to employees.
Authorized to work in the US for any employer
Work Experience
Customer Service Manager
Winn-Dixie-Saint Augustine, FL
May 2009 to August 2025
• Opened a new store, recruiting and hiring 150 associates. Responsible for all onboarding and training. Providing guidance and support to ensure outstanding customer service.
• Managed all front-end operations.
• Managed pricing team to ensure all tags and signs were accurate Store Help Desk Manager
Southeastern Grocers-Jacksonville, FL
2017 to 2019
• Manage a 24-hour call center for store and critical incidents, with an average of 800 calls, creating 1,800 tickets weekly.
• Manage UPC Scanning, MLO Change Requests, Floral and Front End Mailboxes, Marketing and Sign requests, regulatory documents, and new item requests.
• Hire, train and supervise call center agents as required to meet company goals and expectations.
• Provide coaching and assistance to call center agents on an ongoing basis.
• Provide daily, weekly, period and year to date store help desk and critical incident activity reports.
• During natural disasters, provide dynamic status reports to management about store closings, damages, power outages, and critical needs.
• Create listening call presentations for Monday's conference calls with District Managers and corporate management.
Area Service Manager
Winn Dixie-Saint Augustine, FL
2009 to 2017
• Managed daily operations of a $16 million store.
• Responsible for the recruiting, hiring, training and scheduling of associates.
• Created and maintained personnel files.
• Performed annual personnel evaluations.
Executive Sales Agent
John Anderson Agencies-Jacksonville, FL
2008 to 2009
• Played a key role in driving business growth as well as assisting in recruitment, training, client retention, sales, and new business development.
• Built rapport with individuals from diverse backgrounds including 5,800 homeowners, determining financial needs and evaluating qualifications to effectively serve as a corporate liaison.
• Proactively involved in the successful opening of the third office and in increasing profit by developing communications along with sales and marketing strategies that led in surpassing sales goal by 50 percent.
• Established and continuously cultivate strong business relations for Julington Creek to drive new business opportunities.
Career Agent
MassMutual Financial Group-Jacksonville, FL
2007 to 2008
• Explained features, advantages, and disadvantages of various financial services.
• Created a Business Networking International group in World Golf Village area to expand sales opportunities.
• Regularly interfaced with clients to obtain data about their financial resources and needs.
• Exceeded sales contest goal by 98 percent.
Store Manager
CVS Pharmacy-Palatka, FL
2005 to 2007
• Managed and ensured efficiency in daily store operations with $8M in revenue.
• Oversaw entire employment process, including recruitment of personnel, developing motivational strategies to maximize productivity and efficiency of each subordinate.
• Purchased and merchandised store inventory.
• Administered payroll, budget, merchandising, and inventory while improving profit margins. Assistant Store Manager / Furniture Manager
Buy Buy Baby-Springfield, VA
2004 to 2005
• Directed daily store operations and monitored staff performance; facilitated meetings to ensure efficient execution of operational plans of a privately held retailer specializing in high-end infant furniture, clothing, and accessories.
• Instrumental in helping store owners in the opening of a new store, giving instructions on proper merchandise layout, training staff, and managing freight logistics. Assistant Store Manager (Personnel and Operations) Kohl's Department Stores, Inc-Bowie, MD
2000 to 2004
• Assistant Store Manager responsible for the oversight of all personnel and operational activities of a
$28M store location; focused on staff hiring and training, merchandising, maintenance and general store supervision, while ensuring adherence to company directives.
• Coordinated benefits in payroll for more than 150 associates, responsible for budget and monitoring sales.
• Improved the hiring process by establishing minimum hiring standards, and developing training strategies to guarantee performance growth of associates, resulting in reduced turnover from more than 50 percent to below 20 percent annually.
Territory Sales Manager
Lee Sales, Inc
1996 to 2000
• Motivated team members and managed all aspects of sales and territory development activities for a five-state territory with primary account responsibility for JCPenney.
• Successfully turned around a strained relationship with key decision makers from JCPenney by leveraging personal knowledge of their systems and buying processes; successfully sold entire product line to 22 JCPenney store locations.
• Ranked first in sales for the entire company, from July through December 1999. Assistant Store Manager
JCPenney Company, Inc-Plainview, NY
1992 to 1996
various locations in New York and New Jersey • Purchasing and Vendor Negotiations for over 100 stores.
• Negotiated with vendors nationwide to test their products and integrate their brand into our 1600 locations.
* Assistant Store Manager, Plainview, NY, 1992-1996 Senior Merchandising Manager
Bay Shore, NY
1988 to 1992
Merchandising Manager
Toms River, NJ
1978 to 1988
Education
Business Administration
University of Maryland-Waldorf, MD
Skills
• MS OFFICE (Less than 1 year)
• Microsoft Office (Less than 1 year)
Additional Information
COMPUTER SKILLS: Microsoft Office; Tableau, Salesforce
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