Customer Service Manager

JOHN R. DOUGLASS

*** *. ****** ***. *******, WI 262-***-****

**************@*****.***

CUSTOMER SERVICE/SALES ACCOUNT/MANAGER

PROFILE SUMMARY

Highly accomplished and innovative professional with solid qualifications in management, customer service, team building, and revenue generation. Excels in training and mentoring teams that outperform the competition. Self-confident and poised in interactions across all business hierarchies; a persuasive communicator and strong negotiator. Possesses a high level of personal and professional integrity; a passion for achieving organizational success; and thrives on challenges and problem solving.

PROFESSIONAL STRENGTHS

Relationship building

Sales growth

Inventory management

Long-term strategic planning

Customer service

Staff mentoring and training

Business development/planning

Supervision/leadership

KEY ACCOMPLISHMENTS

Change Management. Managed complex business operations; delivered and implemented growth strategies and cost-savings ideas that turned a department into a business model for the entire organization to follow.

Resourceful in sales and fundraising. Procured donations for local chapter of Special Olympics as President of the Ross Panyk Charity Softball Tournament. Planned and managed all cross-functional aspects of event, provided oversight to 30 volunteers, and communicated through a clear, strong brand and marketing message. Leveraged professional contacts to secure celebrities for the event including players from the 1957 World Champion Milwaukee Braves, local TV celebrities, and Miss Wisconsin.

Values and influences people by leading, mentoring, and communicating. Continually empowered talented athletes to reach their highest potential after head coach unexpectedly resigned six weeks into season. Despite adversity, led team to championship.

PROFESSIONAL EXPERIENCE

Educator; 2011 – present

Parallel Employment Group, West Allis, WI

Promotes physical fitness activities; sets up performance criteria, performs fitness assessments, and monitors fitness progression. Full responsibility for inventory management and implementing departmental budget.

Assistant Coach – Swimming and Diving; 2010 – 2011

University of Wisconsin – Milwaukee, Milwaukee, WI

Empowered, supervised, and trained athletes. Helped build a focused and loyal award-winning team that consistently outperformed competitors to win the coveted Horizon League Championship.

JOHN R. DOUGLASS

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Head Coach, Assistant Coach, Educator; 1995 - 2010

University School of Milwaukee, Milwaukee, WI

Racine Unified School District, Racine, WI

Brought energetic professional training to health, fitness, and athletic programs – yielding commitment, enthusiasm and results. Developed and implemented age appropriate fitness programs, monitored the transitions and progressions of each student, prepared exercise programs, trained and developed award-winning teams, full inventory management responsibility, and conducted research on latest health and fitness trends.

Hardware Manager; 1993 – 1995

Kortendick Ace Hardware, Racine, WI

Developed key areas of retail revenue growth through marketing and merchandising strategies, developed team associates, and delivered exceptional customer service.

Aquatics Program Director; 1990 – 1992

Towson YMCA, Towson, MD

Implemented change management to restore Aquatics Department to operational and financial health. Created and executed a decisive strategy for improving program quality. Recruited, developed, and supervised 40 team members and volunteers. Developed marketing strategies to target a broad market, which increased membership and program participants. Full responsibility for developing and implementing departmental budget.

Shipping/Receiving Department Supervisor; 1988 – 1990

Electronic Service Specialists Inc., Menomonee Falls, WI

Ensured smooth and on time delivery of incoming and outgoing domestic and international shipments; reviewed the tender submitted by forwarding agents; and supervised shipping clerks in their daily work operations.

Aquatics Program Director; 1985 – 1988

Tri-County YMCA, Menomonee Falls, WI

Focused on delivering results and providing superior service. Increased revenue in six program areas; recruited, developed, and supervised 30 team members and volunteers; developed and implemented departmental budget; and successfully created a new aquatic fitness and development program.

VOLUNTEER

Assistant Coach – Swimming and Diving; 2011 – 2012

Cedarburg High School, Cedarburg, WI

Empower, supervise, and train swimming and diving athletes. Building a strong, focused record-setting team.

President; 1983 – 1986

Ross Panyk Charity Softball Tournament, Racine, WI

Responsible for all aspects of the charitable event. Cultivated key financial partnerships; garnered outstanding visibility and marketing for event; and provided oversight to 30 volunteers.

EDUCATION

Bachelor of Science – Major – Physical Education, Minor – Recreation Administration

University of Wisconsin – La Crosse, 1985

TECHNOLOGY SKILLS

Microsoft Word, Excel, and Powerpoint

Social media and marketing – Facebook and Blogging

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