Christopher Hollis
Lebanon,TN
Summary
Results-driven franchisee with a strong background in operations management and sales negotiation. Expertise in brand compliance and customer service excellence, consistently driving profitability and enhancing customer engagement.
Overview
20
20
years of professional experience
Work History
Mac Tools Franchisee
Self-Employed
Lebanon, TN
06.2017 - Current
- Oversaw daily operations, ensuring adherence to franchise standards and company policies.
- Trained and mentored new staff, promoting consistency in service quality and operational efficiency.
- Implemented inventory management systems to optimize stock levels and reduce waste.
- Developed marketing strategies to enhance brand visibility and drive customer engagement.
- Route sales and business profitability along with effective collection terms and programs
- Increased sales and cash flow for business
- A one time member of the President's Club (top 10% of all franchisees and distributors in North America)
Mac Sales Development Program Representative
Mac Tools
Lebanon, TN
03.2016 - 06.2017
- Served as a Too truck operator to build sales routes and service customer needs
- Handled sales, marketing, and collections for serviced route
- Improve customer recognition and want of brand and product
- Shared insites with field team and corporate team on trends and sales tactics while maintaining collections for product
- Managed client communications, addressing inquiries and resolving issues promptly
- Analyzed program data to identify trends and recommend improvements
Business Advisor and Analyst
Mac Tools
Westerville, OH
04.2015 - 03.2016
- Advised clients on tool selection and customization to meet specific business needs.
- Developed strategic marketing initiatives to enhance brand visibility and sales performance.
- Conducted comprehensive market analysis to identify trends and opportunities for growth.
- Collaborated with district and regional field team to advise and inform distributors and franchisees on business health, practices, and trajectories
- Develop action plans and implementation to franchisees and distributors to improve business health
Call Center Trainer and Quality Assurance
Mac Tools
Westerville, OH
05.2014 - 04.2015
- Developed and delivered training programs for new call center representatives, enhancing product knowledge and customer service skills.
- Created comprehensive training materials and resources to support ongoing learning initiatives within the team.
- Evaluated trainee performance through assessments and feedback, ensuring adherence to company standards and policies.
- Implemented role-playing exercises to simulate real-world scenarios, improving response times and problem-solving capabilities among staff.
- Developed reports and Excel workbooks that streamlined data feedback to Call Center and Customer Service Manager
- Created efficiency reports for all customer service reps and tech service reps
Customer Service Team Lead
Mac Tools
Westerville, OH
03.2013 - 05.2014
- Led customer service team to enhance response times and improve client satisfaction.
- Developed training programs to elevate team performance and operational efficiency.
- Implemented process improvements resulting in streamlined workflow and reduced errors.
- Monitored key performance indicators to assess team effectiveness and identify growth areas.
- Tested and help develop two key programs for our distributor force to use, Made to Order Tool Box ordering website and Tablet ordering program used at all tool shows and events
Customer Service Representative
Mac Tools
Westerville, OH
06.2011 - 03.2013
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Enhanced customer satisfaction by providing timely and accurate information regarding products and services.
- Trained new staff on customer service protocols and procedures to ensure consistent service delivery.
- Implemented process improvements that streamlined order handling and reduced response times.
- Tracked and maintained productivity call sequences and forecasting of busy periods
- Answered and worked cases presented that needed additional follow up to be resolved
Customer Service Representative and Teller
Community Trust Bank
Pikeville, KY
08.2010 - 05.2011
- Provided exceptional customer support through effective communication and problem-solving skills.
- Managed account inquiries, ensuring accuracy and timely resolution of issues.
- Assisted customers with product selection, enhancing overall satisfaction and loyalty.
- Collaborated with team members to streamline service processes, improving efficiency.
- Cash handling and customer service to business and corporate accounts
Grounds Maintenance and Shop Help
Top Cat Concrete
Westerville, OH
05.2006 - 08.2010
- Engaged in part-time employment during college, primarily during summer and winter breaks.
- Maintained clean and safe concrete plant grounds, contributing to operational efficiency through effective lawn care and dust control. Enhanced production workflow by managing setup and breakdown of block forms for wall blocks.
- Managed weekly task distribution to guarantee prompt and precise execution.
Education
Bachelor of Science - Business Management
Pikeville College
Pikeville, KY06-2010
Skills
- Brand compliance
- Franchise relations
- Operations management
- Business networking
- Microsoft Word, Excel, Powerpoint, and Access profiency
- Sales negotiation and closing skills
Timeline
Mac Tools Franchisee
Self-Employed
06.2017 - Current
Mac Sales Development Program Representative
Mac Tools
03.2016 - 06.2017
Business Advisor and Analyst
Mac Tools
04.2015 - 03.2016
Call Center Trainer and Quality Assurance
Mac Tools
05.2014 - 04.2015
Customer Service Team Lead
Mac Tools
03.2013 - 05.2014
Customer Service Representative
Mac Tools
06.2011 - 03.2013
Customer Service Representative and Teller
Community Trust Bank
08.2010 - 05.2011
Grounds Maintenance and Shop Help
Top Cat Concrete
05.2006 - 08.2010
Bachelor of Science - Business Management
Pikeville College