Customer Service Sales

CHRISTOPHER MALCOMB

**** * *********** **, ***** Falls SD 57106 • 605-***-**** • *************@*****.***

HUMAN RESOURCES & GENERAL MANAGEMENT PROFESSIONAL

More than 20 years of experience in various roles developing business management, sales, and human resources capabilities that help impact employee productivity and engagement in the workplace. Expert in training programming, customer service, and team leadership, using disciplined metrics and best practices to enhance efficiency and effectiveness. Outstanding communications, analytical, and problem solving talents with success in:

Employee Relations Coaching, Training & Development Relationship Building & Management

Recruiting & Selection Project Management & Reporting Performance Management

Sales & Account Management Process & Quality Improvement Business Development

PROFESSIONAL EXPERIENCE

AVERA MCKENNAN FITNESS CENTER – Sioux Falls, SD Dec 2008 – Present

Porter

JC PENNEY STYLING SALON – Sioux Falls, SD Oct 2007 – Oct 2008

Customer Service Associate / Hair Designer

Performed merchandising tasks, communicating promotional strategies and driving service and product sales. Serviced customers promptly, providing quality customer service and identifying improvements based on customer feedback.

MCDONALD'S – Sioux Falls, SD Jan 2004 – Oct 2006

Crew Development Manager

Oversaw Human Resources activities for territory including interviewing, selection, development, and performance management. Conducted classroom and on-site training and coaching for new associates to improve productivity and customer service skills.

• Directed benefits and compensation administration, addressing associates’ questions and determining appropriate employment terms.

• Conducted needs and skills assessments for associates, discovering which training modules would be most effective for the audience.

• Coordinated all scheduling and logistics for training programs (e.g., teambuilding, product training, new employee orientations).

• Delivered training to over 65 associates, ensuring full engagement and clear understanding.

• Gathered and analyzed training metrics and performance results, investigating success of training and identifying improvement opportunities for future programs.

D & J GLASS AND ART RESTORATION – Sioux Falls, SD Oct 1997 – May 2004

Communications Director

Supported the organizational development, performance management, and training initiatives for the company. Implemented communication channels and strategies to better engage employees and develop staff professionally.

• Hired and trained all Customer Service and Sales staff (100 members) with a 98% retention of employees.

• Created a retention program

• Crafted policy manuals and employee handbooks, clearly communicating critical policies and procedures.

(Communications Director at D & J GLASS AND ART RESTORATION, continued)

• Developed and delivered development and training programs.

DAYS INN – Sioux Falls, SD Feb 1992 – Oct 1996

Operations Manager

Directed team of 30 in delivering premium service to all guests and ensuring streamlined operations throughout property.

• Transformed property operations, increasing quality rating from 2 to 5 through operational analysis, improvement plans, and increased customer service training.

• Developed key operations measurement tools used as an input into performance management and continuous improvement.

PROGRESSIVE BEAUTY ENTERPRISES – Sioux Falls, SD Jan 1989 – Jan 1991

Account Executive

Leveraged prospecting, relationship management, and business development skills to drive company sales.

• Increased sales by 80% by utilizing more rigorous targeting, prospecting, and closing processes.

MODAFINI, INC. – Sioux Falls, SD Jan 1989 – Jan 1991

Design Associate

Supported trade show presence including coordinating logistics, staffing, and collateral.

EDUCATION

COLORADO TECHNICAL UNIVERSITY (Sioux Falls, SD)

Bachelor of Science (B.S.) in Human Resource Management – In process

Associate of Science (A.S.) in Human Resource Management – 2009

NATIONAL AMERICAN UNIVERSITY (Sioux Falls, SD)

Travel and Tourism – 1998

KILIAN COMMUNITY COLLEGE (Sioux Falls, SD)

Associate of Business Administration (A.B.A.) in Business Management – 1986

UNLV (Las Vegas, NV)

Hotel Management – 1985

ADDITIONAL INFORMATION

Advanced proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), QuickBooks Pro

Additional Questions:

1. Porter

a. What exactly to you do here? Do you do any customer service? Needs analysis? Data input / analysis? HR related activities?

b. I want to provide an overview sentence for this role, especially since you have done it for more than a year and are currently there.

2. Hair Designer

a. Other than hair design, did you help out with any of the administrative / business management activities in the salon?

3. Crew Development Manager

a. Approximately how many people did you train?

b. Did you cover a territory/region or a certain amount of stores?

c. Any quantifiable results known as result of your training?

d. Did you help in creating any new training or was it given to you?

e. How involved were you in individual performance coaching / development planning or did you just train?

4. Comm Director

a. Tell me more about the retention program you created? How did you change / improve employee retention exactly?

b. How many people did you hire in Customer Service / Sales?

c. How many people did you directly manage? Were these the people in Customer Service / Sales?

d. A lot of the items you checked when filling out your profile for this role are HR focused but your title was Communications Director. Did you do communications work? Please explain disconnect.

5. Days Inn

a. How many people did you manage?

6. Account Management

a. Quota covered?

b. Any other accomplishments showing your impact here?

7. Education

a. Are you working part-time while you are in school? Since you are working on your BS now, have the last two roles (porter / hair designer) been part time?

b. Please explain the studies you did at the following places. Were they toward degrees? Did you earn any certificate or degree? Even you completed “coursework” toward the degree, explain that.

i. National American University

ii. Kilian Community College

iii. UNLV

8. General

a. Can you explain some of your gaps in employment? Were there special circumstances?

i. 2006-2007

ii. 1996-1997

iii. 1991-1992

b. Please tell me WHEN / WHERE the following things you outline in your original letter took place. Add additional color / detail as needed:

i. Accounting Skills

1. Operated computers programmed with accounting software to record, store, and analyze information.

ii. Data Verification

1. Checked figures, postings and documents for correct entry, mathematical accuracy and proper coding.

iii. General Ledger Accounts

1. Maintained accurate accounts including cash, inventory, prepaid, fixed assets, accounts payable, accrued expenses and line of credit transactions.

iv. Product Roll-Out

1. Responsible for marketing for product launch including public relations, direct mail pieces, trade shows, sales training and e-mail campaign.

c. Have you done any of the following work / displayed the following competencies before? Please let me know WHEN and IN WHAT ROLE you did this. Specific stories and results.

i. Merchandising

ii. Customer service management

iii. Benefits programming

iv. Regulations compliance

v. Training development

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