DeMarcus Smallwood
Kansas City,MO
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving. Expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
17
17
years of professional experience
Work History
Manager
Zenith Hospitality Group
03.2024 - 06.2024
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
Assistant Manager
Parking Management Company
02.2021 - 02.2024
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
Tax Examination Technician
IRS
06.2022 - 08.2022
- Reviewed available data and compared against tax code to determine exemptions, deductions, and potential liabilities.
- Analyzed financial documents to accurately reflect client information on tax returns.
- Prepared US, multistate, and international tax returns for business clients.
- Facilitated integration of modern tax software with client accounting software.
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
Material Handler
Piston Automotive
07.2017 - 08.2020
- Demonstrated knowledge of industry best practices and company protocols to maintain workplace safety and efficiency.
- Observed inventory allocation to maintain material needs and production deadlines.
- Performed repair work on auto-part equipment, notifying maintenance department of issues requiring more extensive repairs.
- Received and assembled new equipment according to manufacturer instructions.
Quality Assurance Analyst
Select Quote
08.2015 - 03.2017
- Daily task includes listening to recorded sales calls for compliance, organizing daily spread sheets, Navigating company software.
- Promoted company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
- Worked with off-site teams to complete timely tests and facilitate smooth product releases.
- Analyzed project requirements to find bugs and eliminate issues.
- Explored new technologies and tools that quality assurance team could use for testing purposes.
- Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas.
Vizio Tech Support
USA800
11.2014 - 07.2015
- Experience customer Service Rep.USA 800.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
Collections Agent
NCO Group
12.2012 - 09.2014
- Assisting clients with financial inquiries.
- Resolutions Supervisor.
- Achieved production goals by training new employees and incentivizing team members.
- Investigated historical data for each debt or bill to identify concerns and determine optimal course to bring account current.
- Processed payments and refunds quickly to maximize efficiency and meet performance targets.
- Identified past due accounts and contacted account holders to arrange payment.
- Created repayment plans based on account holders' financial status and repayment abilities.
- Oversaw daily collections and accounts receivable activities, developing robust strategies to maximize collections and reduce aged accounts.
Material Handler
Dixon
07.2012 - 10.2012
- Assemblage of Items for clients.
- Item checks before it leaves establishment.
- Coordinated shipments of local, regional, national and global nature.
- Demonstrated knowledge of industry best practices and company protocols to maintain workplace safety and efficiency.
- Protected company inventory by maintaining and organizing storage areas.
- Logged unit quantities and entered data within inventory database to facilitate records maintenance.
- Observed inventory allocation to maintain material needs and production deadlines.
- Palletized boxes to streamline movement and shipment.
- Organized warehouse inventory according to warehouse plan.
Sales Rep
Sears Roebuck and Co
03.2011 - 08.2012
- Handle of cash transactions, upselling of products, open and closing of store, and keep track of stock.
- Identified customer needs to deliver relevant product solutions and promotions and meet target budgets.
- Created and implemented store displays, promoting sales and growth.
- Created sales and revenue-generating opportunities in new markets to improve bottom line.
- Fostered relationships with customers to expand customer base and enhance loyalty and retention.
- Leveraged trends in customer marketplaces to shape value-added solutions and approaches.
Sales Rep.
Hollywood Video
09.2007 - 10.2009
- Handle of cash transactions, upselling of products, open and closing of store, and keeping track of stock.
- Placed orders and answered customer questions in-person, through email and over phone to maximize customer service.
- Improved profitability and developed pipeline leveraging multiple marketing channels and sales strategies.
- Identified customer needs to deliver relevant product solutions and promotions and meet target budgets.
- Monitored customer order process and addressed customer issues.
Education
High School Diploma -
Fontana
Associate of Business Administration -
San Joaquin Valley College
Skills
- Organization
- Telecommunications
- Problem Solving
- Initiative
- Closing
- Communication Skills
- Clients
- Customer Service
- Financial
- Listening
- Organizing
- Problem Solving
- Sales
- Spread sheets
- Tech support
- Telecommunications
- Material handling
- Inventory reporting
- Microsoft PowerPoint
- Analytical Skills
- Microsoft Word
- Payment Plan Processing
- Taxpayer Relations
- Fee Assessments
- Customer Satisfaction
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Staff Training and Development
- Staff Management
- Strategic Planning
- Operations Management
- Cross-Functional Teamwork
- Customer Relationship Management (CRM)
- Schedule Preparation
- Performance Evaluations
- Budget Control
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 14 staff members.
- Graduate of R.A.M.P Training Program ( Management Training ).
- Create Policy and Procedures including training documents.
- Implement new strategies in order to meet proformance goals
Timeline
Manager
Zenith Hospitality Group
03.2024 - 06.2024
Tax Examination Technician
IRS
06.2022 - 08.2022
Assistant Manager
Parking Management Company
02.2021 - 02.2024
Material Handler
Piston Automotive
07.2017 - 08.2020
Quality Assurance Analyst
Select Quote
08.2015 - 03.2017
Vizio Tech Support
USA800
11.2014 - 07.2015
Collections Agent
NCO Group
12.2012 - 09.2014
Material Handler
Dixon
07.2012 - 10.2012
Sales Rep
Sears Roebuck and Co
03.2011 - 08.2012
Sales Rep.
Hollywood Video
09.2007 - 10.2009
High School Diploma -
Fontana
Associate of Business Administration -
San Joaquin Valley College
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