Coy Imholt
Delphos
Summary
Results-driven Customer Service Manager with over 10 years of experience in client relationship management, training and coaching, and sales roles. Demonstrated expertise in streamlining operational procedures, team leadership, and general customer service procedures as evidenced by successful tenure as a Sales and Customer Service Manager at Lowe's Home Improvement. Skilled in effective communication and collaboration with diverse colleagues to drive value from key performance indicators (KPIs) and consistently deliver results on time and within budget.
Overview
12
12
years of professional experience
Work History
Specialty Sales Manager
Lowe’s Home Improvement
09.2023 - Current
- Coordinated stock levels to support elevated purchasing activity.
- Monitored customer influx and modified team assignments to meet requirements.
- Guided associates on maintaining safe work practices effectively.
- Ensured customers had an outstanding shopping experience.
- Achieved sales targets, enhanced margins, and streamlined operations.
- Directed all operations of the store when necessary.
- Partners with leadership teams at multiple levels to devise effective methods for meeting customer demands.
Night Operations Manager
Lowe’s Home Improvement
06.2022 - 09.2023
- Coordinated and executed non-selling operations in both back end and front end of store, enhancing overall efficiency.
- Served in the role of opening and closing MOD.
- Optimized operations causing increased efficiency and improved customer experiences.
- Collaborated with front-end and back-end teams to maintain adequate stock levels.
- Monitoring use of store power equipment and coaching employees on safe behaviors and lifting techniques
Customer Service Manager
Lowe’s Home Improvement
10.2018 - 06.2022
- Leveraged previous experience to effectively engage and lead a team, resulting in significant revenue growth.
- Streamlined daily operations through meticulous handling of financial components such as cash control and register operation.
- Assisted in interviewing new hires by drawing on inherent communication strengths.
- Applied conflict resolution techniques to mitigate challenging situations effectively.
- Took initiative in opening and closing procedures, delivery routing, merchandising, and ad sets.
Customer Services and Order Fulfilment Manager
The Home Depot
02.2017 - 10.2018
- Served as escalation point for complex customer issues, driving service quality and exceeding KPI targets.
- Utilized organizational skills to oversee a consistent workflow for a team of 7 members, processing over 50 orders each day.
- Ensured seamless management by consistently monitoring situations and guiding team members.
- Translated strategic goals into tangible outcomes through targeted improvements.
Millwork Sales Manager
The Home Depot
03.2015 - 02.2017
- Strengthened relationships with key clients by effectively managing vendor-related problems.
- Oversaw the creation of strategy alongside four colleagues, driving adherence to company procedures and exceeding KPI targets from Q4 2016-2018.
- Ensured consistent effort integrity while managing time, resources, and team to elevate made-to-order window and door sales.
Millwork Sales Specialist
The Home Depot
01.2014 - 03.2015
- Performed physically demanding tasks including carrying heavy windows and doors, working with team to warrant safety of staff and quality of items, mitigating risk and exceeding2014 sales target by40%
- Conferred with several customers daily regarding custom orders to ensure understanding of warranty and returns policies, ensuring maximization of budget expenditure
- Identified regular customers and sought to build and establish relationships, asking questions relevant to customer goals to upsell products, ending position as #1 in district sales for year to date sales in FY2014
Customer Service Representative
Speedway LLC
01.2013 - 01.2014
- Demonstrated commitment to company standards while facilitating customer purchases and fuel payments.
- Monitored stock levels, communicated inventory issues and irregularities to management, ensuring precise price scanning for customers' purchases.
- Maintained a clean and safe environment by continually observing sanitation standards.
Education
High School Diploma - undefined
Oak Hills High School
01.2013
Skills
- Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Microsoft SharePoint
- Adobe Photoshop
- Google Workspace
- Dropbox
- Salesforce
- iOS
- Android
Core Competencies
- Client Relationship Management
- Team Leadership
- Training and Coaching
- Operational Oversight
- KPI Management
- Sales Strategy
- Vendor Management
- Customer Service
- Inventory Management
Timeline
Specialty Sales Manager
Lowe’s Home Improvement
09.2023 - Current
Night Operations Manager
Lowe’s Home Improvement
06.2022 - 09.2023
Customer Service Manager
Lowe’s Home Improvement
10.2018 - 06.2022
Customer Services and Order Fulfilment Manager
The Home Depot
02.2017 - 10.2018
Millwork Sales Manager
The Home Depot
03.2015 - 02.2017
Millwork Sales Specialist
The Home Depot
01.2014 - 03.2015
Customer Service Representative
Speedway LLC
01.2013 - 01.2014
High School Diploma - undefined
Oak Hills High School
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