Brook Smith
Walkertown,NC
Summary
Seasoned Operations Manager with a proven track record at Easy Stones, enhancing operational efficiency and customer satisfaction. Expert in performance evaluation and health and safety compliance, I've driven significant improvements in service quality and inventory management. Skilled in incident response, my leadership ensures peak team performance and safety standards.
Overview
22
22
years of professional experience
Work History
Operations Manager
Easy Stones
Kernersville, NC
09.2022 - Current
- Developed and implemented operational procedures to ensure quality standards are met.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Maintained accurate inventory records to track stock levels and minimize costs.
Customer Service Manager
Comfortable Living HVAC
Kernersville, NC
04.2017 - 06.2021
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Conducted training and offered staff development opportunities to decrease process lags.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
Area Manager
Kohls Department Store
Winston-Salem, NC
01.2003 - 06.2013
- Improved profit margins by effectively managing expenses, budget and overhead, increasing closings and optimizing product turns.
- Inspected store facilities regularly to ensure compliance with safety regulations and standards.
- Investigated customer complaints promptly, identified root causes and implemented corrective actions.
Education
Some College (No Degree) - Accounting And Finance
Forsyth Technical Community College
Winston-Salem, NCSkills
- Operational Efficiency
- Performance reporting
- Health and safety compliance
- Marketing
- Incident Response Management
- Performance Evaluation
Affiliations
- Passionately involved in mentorship programs
- Volunteer work in counseling programs
Timeline
Operations Manager
Easy Stones
09.2022 - Current
Customer Service Manager
Comfortable Living HVAC
04.2017 - 06.2021
Area Manager
Kohls Department Store
01.2003 - 06.2013
Some College (No Degree) - Accounting And Finance
Forsyth Technical Community College
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