Damon Casseday
Greensboro,PA
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Enthusiastic about providing high quality recreational experiences to tourists and guests while upholding the highest standards of both company and industry by utilizing on-site amenities, encouraging participation in recreation programs and knowledge of local tourist attractions.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Assistant Professor of Recreation/Tourism/Hospitality
PennWest University Of California
08.2022 - 01.2023
- Improved student retention rates by developing engaging course materials and utilizing interactive teaching methods.
- Improved student engagement through use of interactive class projects, discussion boards and guest speakers.
- Increased academic achievement by providing one-on-one mentoring and support to struggling students.
- Elevated student satisfaction rates with accessible office hours, thorough explanations of complex topics, and consistent positive reinforcement.
- Facilitated a supportive learning environment with clear expectations, constructive criticism, and open communication between students and faculty members.
- Promoted diversity and inclusion within the classroom through culturally responsive teaching practices and diverse reading materials.
- Streamlined the grading process with efficient rubrics and timely feedback on assignments, improving overall workflow efficiency.
Graduate Research Work
West Virginia University
08.2021 - 12.2022
- The department of recreation offered opportunities to engage in research endeavors within the department including convention visitor bureaus within the Appalachian mountain network and collaborative work on a Mountain Bike study for future publication in IMBA.
- Worked well in a team setting, providing support and guidance.
- I fostered a rescue program titled "Code Dustin", which assists management in outdoor recreation settings in the formal rescue process. It implements drone technology into a formal process for a successful rescue.
LEND Trainee
West Virginia University
08.2020 - 08.2021
- Enhanced trainee experience by fostering positive collaboration with staff and students by sharing my work in the realm of Autism.
- Developed strong working relationships with trainees, fostering a supportive learning environment through required coursework brainstorming and problem solving for participants with a wide array of disabilities.
- Learned new materials, processes, and programs quickly.
- Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
- Participated in numerous semesters with the "Friday Program" which provides adapted physical education to approximately 80 Mon County students with various disabilities. I began this program as a student and ended as a graduate instructor.
Department Supervisor
Lowes Home Improvment
03.2012 - 05.2015
- Enhanced department efficiency by streamlining processes and implementing new strategies. The Department of Millwork improved its YTD sales by 30 percent through precise focus on install sales and special orders. The Electrical Department enjoyed a 3000% increase in YTD install sales through implementation of customer focused signage and employee focus on offering services to the customer.
- Reduced employee turnover rate through effective communication, regular feedback, and fostering a positive work environment. Employees were offered special days of pizza and other food when department metrics were spiking with productivity which other departments did not offer in the store.
- Increased customer satisfaction by addressing concerns promptly and implementing improvements based on feedback. Customer concerns were addressed promptly and with courtesy. I was awarded with numerous corporate and district awards in both customer service and department metrics.
- Implemented inventory management system to minimize waste, reduce costs, and maintain accurate stock levels by ensuring a new labeling system in overhead bays distinctly contained sku number, quantity, date, employee initials and reconfirmation in bay a day operations.
- Developed strong relationships with suppliers, negotiating favorable terms for purchases and ensuring timely delivery of products. I was instrumental in introducing new products including those which were drivers in commercial sales through the pro desk as well as new suppliers which offered customers a more practical product for a much modest price while utilizing the best products line to drive sales and service.
- Ensured compliance with industry regulations and company policies by regularly reviewing practices and updating documentation as needed. My departments fostered zero accidents by promoting employee and customer safety. Employees were offered opportunities to conduct safety walks throughout the store to learn ways the store promoted loss prevention methods as well as customer safety.
- Maintained clean, organized workspaces for optimal functionality and employee safety. The process of keeping clean workspaces is not only appealing to visual but for promoting workplace safety and productivity.
- Provided ongoing training opportunities to keep staff up-to-date on best practices in their respective roles, resulting in improved overall performance ratings across the board. The difference between a good manager and a great one is how he or she takes the time to train employees.
- Evaluated competitors'' strategies to identify potential areas of opportunity for our department''s growth and success. I would regularly "walk" local competitors to ensure we kept the "edge" by offering customers comparable merchandise and services that were "exceeded" by our excellent customer service.
Journeyman Carpenter
United Brotherhood Of Carpenters
11.2007 - 02.2012
- I performed industrial work in coal fired power plants by constructing scaffolding for use by various trades to complete work duties.
- I enhanced safety measures by consistently adhering to industry guidelines by collaborating with safety personnel to ensure the highest safety standards were met. I personally inspected all scaffolding prior to work day activities.
- Collaborated with architects, engineers, and other team members for seamless project completion.
- Conducted detailed measurements and calculations for accurate material estimation, minimizing waste during construction.
- I worked for various contractors through the construction of residential townhomes outside the college campus in Morgantown, WV.
Department Supervisor
The Home Depot Inc
03.2003 - 11.2007
- Developed and managed department budget to monitor financial performance and minimize expenses. In my first fiscal year, I increased the departments of lumber, building materials and millwork year to date sales by 7 percent. My final fiscal year, installs were increased by 300 percent and overall year to date sales were approximately 25 percent above plan with an increased GMROI of 55 percent.
- As Safety manager in the store, I prepared detailed reports for management to clarify existing trends, review sales and inventory data and support shrink minimization and safety awareness. My safety team consisted of the store manager, myself, and six store associates.
- Developed and implemented useful inventory management strategies to maximize sales and reduce costs. By examining items which were stagnant or losing sales, I developed new strategies and opportunities in merchandising and side stacks to promote these sales. I was the first in our store to use a "whole sales standard" approach for customers. This approach ensured any add on items that complimented their purchase ensured a complete project but drove our sales and GMROI numbers.
- Motivated associates to consistently deliver effective selling behaviors through coaching and recognition. My associates were consistently recognized in morning meetings as well as monthly awards for sales and customer service.
- I was responsible for ensuring store security at store closing including perimeters, alarms, employee clock out and exit, tills and safes, and store end of day report generation for morning management.
General Manager of Operations
General Home Improvements
10.1996 - 01.2003
- Managed budgets, financial forecasts, and resource allocation to ensure achievement of organizational goals.
- Developed high-performing teams through effective coaching, mentoring, and performance management strategies.
- Drove revenue growth by identifying new business opportunities and forging strategic partnerships.
- Supported product launches by ensuring products were ordered correctly and on-site in required time frame.
- Assisted in recruiting, hiring and training of team members.
- Managed purchasing, sales, marketing and customer account operations efficiently.
Naturalist Guide
Lost River State Park
04.1995 - 09.1995
- Enhanced visitor experience by providing engaging and informative guided tours of natural habitats.
- Assisted in the development of new tour programs for increased visitor satisfaction and interest.
- Received positive feedback from guests for exceptional presentation skills and knowledgeability.
- Promoted park resources by creating informative brochures, displays, and social media content.
- Led workshops and seminars on topics related to natural history, ecology, and environmental stewardship.
- Developed interpretive materials to enhance visitor understanding of complex ecological concepts.
- Coordinated large and small events including restaurant, catering, park pool, sports fields, and banquet areas including pavilions.
- Worked closely with management staff to create new and lucrative tours.
- Arranged for additional resources and personnel when needed to accommodate larger tour requests.
- Inspected tour sites for potential hazards and arranged for repairs when needed.
Hospitality Services Manager
Ramada Inn
05.1993 - 03.1995
- Managed budget allocations effectively, ensuring adequate resources for staff salaries, maintenance costs, and inventory replenishment.
- Implemented innovative marketing strategies that attracted new clientele while retaining existing customers.
- Analyzed guest feedback to identify areas for improvement, leading to enhanced quality of services provided.
- Supervised a diverse team of employees, fostering a culture of teamwork, communication, and mutual support among staff members.
- Ensured prompt resolution of guest complaints through proactive problem-solving skills combined with empathetic listening abilities.
- Provided guest assistance and recommendations for tourist attractions.
- Established and upheld high standards, promoting great customer service and assistance to guests.
Education
Ph.D. - Recreation, Tourism, Leisure, Hospitality, Parks
West Virginia University
Morgantown, WV12.2024
Master of Science - Agriculture, Natural Resource And Design
West Virginia University
Morgantown, WV07.2020
Bachelor of Arts - Parks, Recreation, And Leisure Facilities Management
West Virginia University
Morgantown, WV12.2018
Minor - Recreation Management
West Virginia University
Morgantown, WV12.2018
High School Diploma -
Mapletown High School
Greensboro, PA06.1992
Skills
- Strategic Planning
- Operations Management
- Customer Relationship Management
- Continuing Education
- Quantitative Research
Certification
- CPR Training
- Prior Red Card (Fire Fighting) Training
- Recreation Interpretation Certificate
Timeline
Assistant Professor of Recreation/Tourism/Hospitality
PennWest University Of California
08.2022 - 01.2023
Graduate Research Work
West Virginia University
08.2021 - 12.2022
LEND Trainee
West Virginia University
08.2020 - 08.2021
Department Supervisor
Lowes Home Improvment
03.2012 - 05.2015
Journeyman Carpenter
United Brotherhood Of Carpenters
11.2007 - 02.2012
Department Supervisor
The Home Depot Inc
03.2003 - 11.2007
General Manager of Operations
General Home Improvements
10.1996 - 01.2003
Naturalist Guide
Lost River State Park
04.1995 - 09.1995
Hospitality Services Manager
Ramada Inn
05.1993 - 03.1995
Ph.D. - Recreation, Tourism, Leisure, Hospitality, Parks
West Virginia University
Master of Science - Agriculture, Natural Resource And Design
West Virginia University
Bachelor of Arts - Parks, Recreation, And Leisure Facilities Management
West Virginia University
Minor - Recreation Management
West Virginia University
High School Diploma -
Mapletown High School
- CPR Training
- Prior Red Card (Fire Fighting) Training
- Recreation Interpretation Certificate
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