Customer Service Manager

DEVIN CARLSON

*** ********** ******* 706-***-****

Jefferson, Georgia 30549 *********@*******.***

OBJECTIVE

To contribute to company success through exceptional customer service, people skills, communication and business acumen.

QUALIFICATIONS

Accomplished management professional with proven leadership abilities who leverages strong interpersonal skills, flexibility, and teamwork to achieve business objectives. Expertise in operations, customer service, training, quality, sales support, and project management. Known for ability to build and lead teams to excellence. Effective oral and written communication and problem solving skills.

KEY COMPETENCIES

$20 Million Retail Sales Vendor Relations

$6 Million Inventory Management Customer Service

Managed 110+ Associates Installer Performance Management

PROFESSIONAL SKILLS

Interpersonal and Teamwork Skills

• Facilitate weekly / monthly store performance updates to multiple audiences.

• Accountable for all human resource needs for more than 100 associates.

• Interact with a wide variety of backgrounds, including vendors, contract installers, and associates.

Customer Service and Sales Skills

• Interact with customers to ensure a shopping experience second to none.

• Deliver excellent customer service by acknowledgment, meeting needs and resolving issues, quickly and efficiently.

• Oversee daily sales operations and fulfillment.

Managerial and Supervisory Skills

• Proved multi-tasking abilities by scheduling and supervising staff, consisting of sales associates, project design staff and trade services while functioning as general manager.

• Set high standards for achievement to improve performance.

• Communicate effectively to multiple layers of management.

• Develop effective relationships across organizational boundaries.

PROFESSIONAL EXPERIENCE

FLOOR & DÉCOR OUTLETS MARCH 2011 – AUGUST 2011

Stone Department Manager, Atlanta, GA

• Manage all aspects of a $10 million business segment of a $25 million retail box.

• Ensure that customers are acknowledged and needs met in a timely manner to guarantee an exceptional shopping experience.

• Directly accountable for eleven department employees including scheduling, training and development.

• Responsible for opening and closing store procedures independently.

ACCOMPLISHMENTS

Improved merchandise standards resulting in a 10% increase in accessory sales.

DEVIN CARLSON PAGE TWO

PROFESSIONAL EXPERIENCE (continued)

HUNT SALES COMPANY 2007-2009

Vice President of Operations, Suwanee, GA

• Managed daily operations of business while working directly with retail customer and vendor suppliers to ensure all standards were met.

• Developed time tables and strategies with major retailer, vendor suppliers and 46 employees nationwide.

ACCOMPLISHMENTS

Developed and implemented a vendor portal for employee access, 2007

Designed and created product catalogs for wholesale segment of business, 2008

OWENS CORNING’S HOMEXPERTS 2005-2007

Area Leader, Atlanta, GA 2006-2007

Business Segment Leader, Charlotte, NC 2005-2006

• Managed variable and gross margin within multiple market channels while overseeing day-to-day activities of Business Segment Leaders.

• Accountable to regional leadership team to drive standardization of procedures and optimize processes in various functions to achieve regional revenue and profit targets, customer satisfaction, quality control and talent acquisition.

ACCOMPLISHMENTS

Developed and commenced North Carolina and Florida markets, 2006

THE HOME DEPOT / EXPO DESIGN CENTER 1985-2005

General Manager, Nashville 2002-2005

Operations Manager, Atlanta, GA 1998 and Plano, TX 1998-2002

Customer Service Manager, Atlanta, GA 1997-1998

Receiving Manager, Atlanta, GA 1994-1997

Associate, Atlanta, GA 1985-1994

• Managed all aspects of $20 million store operation and profitability.

• Developed strategies and objectives and led team of 110 associates in execution.

• Ensured that customers were acknowledged, project needs met, complaints resolved, and service was exceptional.

• Responsible for ensuring all products and displays were merchandised effectively in order to maximize sales.

• Managed recruiting and hiring of qualified candidates based on store needs. Developed associates through coaching and training. Ultimate responsibility for promotions, demotions and terminations.

ACCOMPLISHMENTS

Highest Operating Profit of Southeast Division Award, 2004

Olympic Spirit Award, 1995 and 1996

PROFESSIONAL DEVELOPMENT

Store Manager Learning Forum, 2002 and 2003

Assistant Store Management Training, March 2000

Administrative Assistant Management Training, August 1998

Management Training, July 1998

Warehouse Equipment Instructor Training, 1990

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