Deston Baker
Jefferson,GA
Overview
6
6
years of professional experience
Work History
Manager on Duty
Zaxbys
Lawrenceville , GA
02.2023 - Current
- Analyzed data from customer surveys and implemented changes accordingly.
- Managed payroll records for accurate tracking of hours worked by staff members.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Created and managed budgets for travel, training and teambuilding activities.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Provided guidance and support to team members when needed.
- Developed strategies to increase customer satisfaction ratings.
- Coordinated employee schedules according to shift changes and availability.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Analyzed business performance data and forecasted business results for upper management.
- Recruited and trained new employees to meet job requirements.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Interacted with customers regularly to ensure their needs were met.
- Resolved customer complaints in a professional manner.
- Handled employee relations issues such as disciplinary action or terminations.
- Maintained operating schedules to provide effective coverage for key areas and achieve objectives.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Assigned tasks to employees and monitored progress of projects.
- Delegated work to staff, setting priorities and goals.
- Reviewed completed work to verify consistency, quality and conformance.
- Assigned work and monitored performance of project personnel.
- Created schedules for staff members according to business needs.
- Promoted products and services offered by the company through various media channels.
- Coordinated special events such as promotional campaigns or store openings.
- Conducted regular team meetings to discuss operational issues.
Call Center Representative
UPS
Buford , GA
02.2021 - 01.2023
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Provided accurate information regarding products and services while upselling additional products when appropriate.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Took special orders in person and over telephone, generating additional revenue every month.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Determined accurate prices for [Type] customer services, consistently searching for deals and best prices.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Analyzed data collected during each call in order to identify trends in customer feedback.
Auto Detailer
Ford
Buford , GA
08.2017 - 01.2021
- Trained new employees on proper techniques for detailing vehicles correctly.
- Cleaned and polished vehicles using wax, polishes, detergents, brushes, cloths, and buffing machines.
- Rinsed objects and placed on drying racks or used cloths, squeegees or air compressors to dry surfaces.
- Pre-soaked or rinsed machine parts, equipment, or vehicles by immersing in cleaning solutions or water.
- Ordered and restocked supplies to keep workplace operating smoothly.
- Rotated handles on equipment to regulate pressure or flow of water, air, steam or abrasives from sprayer nozzles.
- Polished windows inside and out with glass cleaners for maximum clarity.
- Collected and tested samples of cleaning solutions or vapors.
- Swept, shoveled or vacuumed debris or salvageable scrap into containers and removed from work areas.
- Collaborated with others to discuss new opportunities.
Education
Bachelor of Science - Cyber Operations And Warfare
Georgia Gwinnett College
Lawrenceville, GA05-2026
Skills
- Scheduling Proficiency
- Technical Knowledge
- Employee Engagement
- Staff Training and Development
- Policy Enforcement
- Schedule Development
- Staff Management
- Inventory Control
- Goal-Oriented
- Project Management
- Staff Discipline
- Training and Mentoring
- Staff Development
- Contract Management
- Inventory Oversight
- Processes and Procedures
Languages
English
Professional
Affiliations
Working Out
Basketball
Football
Swimming
References
References available upon request.
Timeline
Manager on Duty
Zaxbys
02.2023 - Current
Call Center Representative
UPS
02.2021 - 01.2023
Auto Detailer
Ford
08.2017 - 01.2021
Bachelor of Science - Cyber Operations And Warfare
Georgia Gwinnett College