Walter Starks Resume
Resume:
Walter Starks Jr.
Monroe, OH *5050
*****@*****.***
OBJECTIVE
Work for an employer and acquire a challenging and rewarding Senior Level Executive position that will allow me to utilize my experience and skills. To continue to grow within the company and know that at the end of the day I've added to the team positively.
· Management Specialist · Impact Employee’s Attitude Positively
· Team Player · Calming Negotiator
· Motivator for Upbeat Customer Service · Outgoing and Genuine People Person
SUMMARY
Positive-Energetic-Motivator-Creative-Adaptable-Flexible
Innovative seasoned professional with over 14 years experience in management in call center operations, human resources and retail. Versed in employee relations, negotiation on escalated customer issues, and creative training and motivation. Proven track record with customer satisfaction and boosting team morale to have a POSITIVE mentality.
PROFESSIONAL EXPERIENCE
2006 – Present Macy’s Credit & Customer Services (Mason, Ohio)
Human Resources Associate Relations Manager (Mar '08-Present)
Manage associate relation issues for a call center that consists of approximately 2600 employees.
Ø Resource for associates and executives on policies and procedures on a consistent basis.
Ø Collaborate with Director after investigation of employee issues and determine resolution as well as preventive ways to reduce further instances.
Ø Make security decisions when necessary for the safety of our employee population.
Ø Write reviews quarterly, semi-annual, and annually for supervisors.
Ø Facilitate policy and procedure courses.
Ø Oversee events for our Diversity Council.
Ø Manage annual company events.
Furniture & Bedding Customer Service Training Manager (Oct '07-Mar '08)
Over training unit for new hires in Macy’s Big Ticket Furniture.
Ø Train new hires on policies, procedures, and navigation of ICM database.
Ø Improved training and new hire morale with techniques to remember everyone’s name.
Ø Consistently coach and mentor a diverse staff of associates and supervisors.
Ø Write reviews quarterly, semi-annual, and annually for supervisors.
Ø Created and orchestrated Fun Committee and cultural events.
Ø Interview applicants on a weekly basis.
Ø Facilitate department meetings.
Furniture & Bedding Customer Service Frontline Manager (Nov '06-Oct '07)
Managed operations on the call center floor for furniture and bedding for Macy’s.
Ø Responsible for inbound call center for escalated situations for our Big Ticket furniture and bedding customer service.
Ø Consistently coach and mentor a diverse staff of associates and supervisors.
Ø Developed time saving methods for efficient monitoring and estimation of calls.
Ø Write reviews quarterly, semi-annual, and annually for supervisors.
Ø Manage as liaison between call center and the retail stores.
Ø Interview applicants on a weekly basis.
Ø Facilitate department meetings.
2006 – 2006 Superior Acura (Fairfield, Ohio)
Sales Consultant
Automotive sales consultant for Acura luxury vehicles and the used car inventory.
Ø Consult with clients via the phone and in person to help them purchase the best vehicle for them.
Ø Assist the Internet manager with responding to customer’s request for information on our inventory of automobiles.
2000 – 2006 Metro One Telecommunications (Springdale, Ohio)
Assistant General Manager
Directed operations of a high volume call center that answers directory assistance calls for wireless phones throughout the country.
Ø Manage a diverse staff consisting of supervisors, administrative personnel, trainers, and operators of approximately 150 employees.
Ø Implement strategic plan in anticipation of approximately 35,000 inbound calls while obtaining an efficient ASA and labor ‘H’ on a daily basis.
Ø Evaluate operator calls while at the same time administering constructive feedback and coaching.
Ø Pose as General Manager when called upon, whether local or regional travel.
Ø Conduct annual reviews that illustrate employee strengths and job skills.
Ø Human resource responsibilities for employee relations, recruitment process of new applicants and internal promotions.
Ø Assist Office Supervisor with payroll processing and data entry.
Ø Repair technical issues within our NOC hub.
Ø Facilitate and train new employees.
1999 - 2000 Advance America (Cincinnati, Ohio)
Branch Manager
Responsible for cash advance branch for the public to acquire small loans.
Ø Managed check inventory and banking log on a continual basis.
Ø Maintained aggressive marketing and advertising via postal and door-to-door.
Ø Conduct collections of past due accounts.
1994 - 1998 West Coast Video (Cincinnati, Ohio)
Store Manager
Promoted and managed video store and develop customer relationships.
Ø Supervised management staff and customer service representatives in an upbeat atmosphere.
Ø Developed and coached staff on customer service for the purpose of customers staying loyal to our branch.
Ø Implemented new contests and promotions for customer satisfaction.
Ø Managed monetary checks and inventory.
Ø Handle entire recruitment process.
1993 - 1993 Hughes High School (Cincinnati, Ohio)
Assistant Football Coach
Assistant Varsity, Junior Varsity and Freshman football coach.
Ø Assist Varsity and Junior Varsity offensive coordinators with play calling.
Ø Defensive coordinator for freshman football team.
Ø Scout opposing schools Varsity football teams.
EDUCATION
Ø Graduate of Fairfield High School
Ø Attended Miami University-Hamilton Campus
Ø Certified-Investigation to Decision
ACTIVITIES
Ø Member of the Ohio High School Athletic Association (OHSAA).
Ø Officiate high school football and wrestling.
Ø Board member for Greater Cincinnati Wrestling Officials Association.
Ø Member of the National Collegiate Athletic Association (NCAA).
Ø Officiate NCAA Division III College Football.
Ø Officiate NCAA Division III College Wrestling.
Ø Officiate Arena Football 2 League.
Ø Kicking Ball coordinator for the National Football League (NFL)
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