Damon Edwards
Summary
Enterprising Operations Manager successful in leading every facet of new and ongoing business operations. Strategic thinker and tactical decision-maker with passion for serving customers and exceeding expectations. Creative problem solver skilled at de-escalating situations and driving positive change.
Overview
27
27
years of professional experience
Work History
Branch Manager
Grainger Industrial Supply
Los Angeles, CA
05.2016 - 12.2023
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Assessed employee performance and developed improvement plans.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Engaged employees in business processes with positive motivational techniques.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Launched new training program to boost employee skills and staff retention rate.
- Evaluated project applications and verified with outline specifications to approve, reject and recommend adjustments.
- Generated financial and operational reports to assist management with business strategy.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Provide financial stewardship to manage and control spending within established annual budgets.
- Worked cross-functionally with internal and external partners to drive sales growth and achieve operational excellence.
- Consulted customers to boost product sales and services.
- Managed two branches and remote employees.
Market Manager
Grainger Industrial Supply
Los Angeles, CA
02.2013 - 05.2016
- Networked in market to build partnerships and connections with prospects.
- Liaised between senior management and front-line team members to implement effective changes and revitalize market growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Traveled to customer sites to demonstrate products, answer questions and close contracts.
- Managed remote team members.
- Achieved monthly sales targets consistently by pursuing new business.
- Directed work of 10 sales professionals at multiple offices across Greater Southern California.
- Built brand awareness in local market and increased penetration with proactive strategies.
- Built relationships with customers and community to establish long-term business growth.
- Made strategic and successful decisions by documenting and tracking sales activities with Salesforce.
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
Branch Manager
Grainger Industrial Supply
Inglewood, CA
08.2003 - 02.2013
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Assessed employee performance and developed improvement plans.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Engaged employees in business processes with positive motivational techniques.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Launched new training program to boost employee skills and staff retention rate.
- Generated financial and operational reports to assist management with business strategy.
- Resolved various issues impacting sales management and business operations.
Call Center Manager
Grainger Industrial Supply
Commerce, CA
09.2001 - 08.2003
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Developed quality employees within call center to take over leadership positions.
- Determined quality assurance benchmarks and set standards for improvement.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Established and oversaw performance targets for call center associates.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Implemented innovative service strategies to improve customer experience and engagement.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Evaluated data to identify trends and determine customer service needs.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
Branch Team Leader
Grainger Industrial Supply
Inglewood, CA
12.2002 - 08.2003
- Resolved escalated customer and associate issues and counseled associates.
- Maintained relationships with business partners to assist customers with complex financial needs.
- Led market-wide training initiatives.
- Increased customer service success rates by quickly resolving issues.
- Remained solutions-oriented in face of complex problems to assist management and overall business direction.
- Volunteered to help with special projects of varying degrees of complexity.
- Trained, motivated, and developed team members.
Sales Associate
Grainger Industrial Supply
Torrance, CA
09.1996 - 12.2002
- Engaged with customers to build rapport and loyalty.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Answered customer questions about sizing, accessories, and merchandise care.
- Prepared merchandise for sales floor by pricing or tagging.
- Solved customer challenges by offering relevant products and services.
- Helped customers locate products and checked store system for merchandise at other sites.
- Built relationships with customers to encourage repeat business.
Education
Business Administration And Management
Los Angeles Harbor College
Wilmington, CABusiness Administration And Management
California State University - Dominguez Hills
Carson, CASkills
- Risk Mitigation
- Relationship Building
- Coaching and Mentoring
- Business Development Expertise
- Employee Development
- Relationship Building and Management
- Process Improvement
- Proficient in Salesforce, SAP, Microsoft Office Suite
- Operations Management
Accomplishments
Achieved Presidents Club Award twice, and Annual Achiever five times.
Created blueprint for National Rollout for Consignment Vending which reduced operating costs by 24%.
Key contributor in creating a Training Adherence initiative that was rolled out Nationally.
Achieved sales goal 18 of 20 years as a Leader.
Top Sales producing Branch in the District 4 of last 5 years.
Collaborated cross functionally with our Sales team to win Grainger first ever contract with LADWP worth $4 million annually.
Timeline
Branch Manager
Grainger Industrial Supply
05.2016 - 12.2023
Market Manager
Grainger Industrial Supply
02.2013 - 05.2016
Branch Manager
Grainger Industrial Supply
08.2003 - 02.2013
Branch Team Leader
Grainger Industrial Supply
12.2002 - 08.2003
Call Center Manager
Grainger Industrial Supply
09.2001 - 08.2003
Sales Associate
Grainger Industrial Supply
09.1996 - 12.2002
Business Administration And Management
Los Angeles Harbor College
Business Administration And Management
California State University - Dominguez Hills