Donovan Ward
Walmart
Elizabethtown,NC
1
Certification
10
Years of experience
Well-qualified Customer Service Manager proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments.
Work History
Food and Consumable Coach
4 Months- Implemented strategic game plans based on opponent analysis and team strengths.
- Led cross-functional teams to implement process improvements, enhancing operational efficiency across departments.
- Developed and executed strategic initiatives that aligned with corporate objectives, resulting in increased productivity.
- Analyzed performance metrics to identify trends, driving data-informed decisions for resource allocation.
- Oversaw budget management, ensuring financial targets were met while optimizing resource utilization.
- Implemented training programs that improved staff capabilities and enhanced overall team performance.
- Managed and motivated employees to be productive and engaged in work.
- Led merchandising team to optimize product displays and improve sales performance.
- Developed and implemented training programs for new merchandisers, enhancing team efficiency.
- Analyzed market trends to refine inventory strategies and maximize product turnover.
- Conducted safety inspections to identify hazards and ensure compliance with regulations.
- Developed and implemented safety training programs for staff to enhance awareness and practices.
- Coordinated incident investigations, analyzing root causes to prevent future occurrences.
- Led emergency response drills, improving team preparedness and response times.
Front End Coach
1 Year 1 Month- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Reported issues to higher management with great detail.
- Interacted well with customers to build connections and nurture relationships.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Monitored cash drawers in thirty-three checkout stations to verify adequate cash supply.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established key performance indicators to track progress and support continuous improvement efforts.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Managed and motivated employees to be productive and engaged in work.
- Defined clear targets and objectives and communicated to other team members.
- Developed and maintained relationships with customers and suppliers through account development.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Maximized performance by monitoring daily activities and mentoring team members.
Remodel OPL
8 Months- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Streamlined communication channels between departments to promote collaboration and ensure alignment on goals.
- Developed strategic initiatives to optimize resource allocation and reduce operational costs.
- Managed and motivated employees to be productive and engaged in work.
- Maintained professional, organized, and safe environment for employees and patrons.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Developed and enforced safety protocols, resulting in improved workplace safety compliance and reduced incidents.
- Coordinated with department heads to align training initiatives with organizational goals and objectives.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
Front End Coach
1 Year 8 Months- Led code reviews to enhance code quality and maintainability across front-end projects.
- Collaborated with cross-functional teams to align front-end solutions with business objectives and user needs.
- Evaluated emerging tools and technologies for potential adoption into existing workflows to enhance productivity.
- Conducted training sessions on modern front-end technologies to improve team skillsets and project outcomes.
- Implemented performance management systems to monitor team productivity and drive accountability.
- Facilitated training programs to mentor staff on best practices and process improvements.
- Analyzed market trends to inform decision-making and align business strategies with industry standards.
- Established key performance indicators to track progress and support continuous improvement efforts.
- Managed and motivated employees to be productive and engaged in work.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maintained professional, organized, and safe environment for employees and patrons.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
Deli Team Lead
1 Year 3 Months- Promoted new or high-value food items by creating attractive displays in cases and other customer-facing areas.
- Listened to customer requests and suggested additional menu items as appropriate to upsell products.
- Delivered exemplary customer service to all guests, even in peak business periods to promote retention.
- Offered product samples to customers, generating additional sales through taste-testing.
- Planned work for deli team to optimize coverage for busy periods.
- Made food according to standard recipes with requested changes for customer satisfaction.
- Greeted customers at counter to fulfill requests and answer questions.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
Automotive Service Technician
5 Months- Corrected faults and maximized performance by rebuilding systems and individual components.
- Established clear repair plans with line-item details of expected labor and parts costs.
- Completed customer orders and warranty services according to manufacturer specifications.
- Inspected and tested vehicles and completed preventive maintenance such as engine tune-ups, oil changes, tire rotations, wheel balancing and filter replacement.
- Completed thorough inspections of vehicles to evaluate damages and develop repair plans.
- Located and removed defective parts for skilled adjustment, repair or replacement.
- Tested newly installed equipment to determine proper functionality and compliance with regulations.
- Completed full vehicle inspections to check for leaks, damage or other issues of concern.
- Serviced vehicles according to OEM recommended maintenance schedules for oil changes, engine tune-ups and fluid changes.
- Maintained accurate records of time and materials required to perform repairs and service.
Asset Protection Associate
7 Months- Controlled reduction of loss inventory by protecting company assets.
- Introduced and implanted viable loss control strategies by maintaining strong partnerships and trust with customers.
- Mitigated risk and oversaw internal and external shoplifter apprehension and detention.
- Represented Walmart in court proceedings and investigations.
- Patrolled store departments to check for suspicious activities.
- Contacted local authorities and apprehended shoplifters.
- Checked CCTV for evidence of shoplifting.
- Kept patrons and employees safe and from criminal activity.
- Wrote reports for internal and external crime, burglary or theft.
- Increased company understanding of loss control strategies through on-site client training seminars and implementation of new programs.
Customer Service Manager
9 Months- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
- Promptly responded to inquiries and requests from prospective customers
- Cross-trained and provided back up for customer service managers
- Facilitated handheld orders and completed accurately to meet aggressive deadlines
- Managed timely and effective replacement of damaged or missing products
- Effectively communicated with customers about account changes, new Walmart products or services
- Provided primary customer support to internal and external customers in fast-paced environment
- Provided basic technical support for clients on wide range of Walmart company products
- Responded to customer requests for products, services and company information
- Trained staff on operating procedures and company services
- Increased efficiency and team productivity by promoting adherence to operational best practices and company policies
- Promised best prices for Walmart customer services and maintained accuracy when determining quotes
- Implemented and developed customer service training processes
Tire and Lube Express Technician
4 Months- Maximized efficiency by coordinating changing and rotating of tires
- Rotated, mounted and balanced tires on cars, trucks and vans
- Located and fixed tire flats with compounds or physical patches
- Operated equipment such as a tire machine and balancer
- Evaluated fluid levels, battery functioning and vehicle leaks
- Managed quality assurance program including on site evaluations, internal audits and customer surveys
- Improved quality processes for increased efficiency and effectiveness
- Equipped and organized facility to comply with company strategy for online and offline quality controls
- Evaluated quality problems and performed external diagnostics to identify and resolve issues
- Maintained regular contact with clients and identified opportunities to deliver added value to client relationships
- Conducted training and change management processes to improve operations
- Researched competitive solutions and maintained competitive market comparisons and evaluations
- Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele
- Established and maintained productive working relationships with staff to resolve operational difficulties and to promote interdisciplinary, collaborative approach to customer service provision
- Possessed expert knowledge of competitive and third party products and translated knowledge into business strategy
Tire and Lube Technician
2 Months- Evaluated fluid levels, battery functioning and vehicle leaks
- Maximized efficiency by coordinating changing and rotating of tires
- Checked, installed and repaired brake system components such as rotors, pads and drums
- Rotated, mounted and balanced tires on cars, trucks and vans
- Located and fixed tire flats with compounds or physical patches
- Operated equipment such as tire machine,a lift, and balancer
- Serviced vehicles according to OEM recommended maintenance schedules for oil changes, engine tune-ups and fluid changes
- Produced comprehensive service records of all maintenance and repair tasks for customers
- Performed diagnostic and troubleshooting procedures to find and identify root causes of mechanical issues
- Completed full vehicle inspections to check for leaks, damage or other issues of concern
- Performed scheduled and unscheduled maintenance tasks on customer's vehicles
- Cleaned and maintained proper lubrication for machinery
Sales Representative
2 Months- Worked quickly to weed out customers unlikely to buy to focus attention on valuable prospects
- Completed documentation smoothly to finalize sales
- Educated customers on promotions to enhance sales
- Distributed pamphlets and other informational literature on Spectrum products
- Stayed current on product specs and prices and accurately updated display product literature
- Developed and executed plans to monitor standard process adherence
- Managed logistics operations to meet customer expectations and financial standards and policies
- Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings
- Conducted training and change management processes to improve operations
- Conducted field visits and met corporate customers for business development
Tire and Lube Express Technician
4 Months- Maximized efficiency by coordinating changing and rotating of tires
Rotated, mounted and balanced tires on cars, trucks and vans - Located and fixed tire flats with compounds or physical patches
Operated equipment such as a tire machine and balancer - Evaluated fluid levels, battery functioning and vehicle leaks
Managed quality assurance program including on site evaluations, internal audits and customer surveys - Improved quality processes for increased efficiency and effectiveness
Equipped and organized facility to comply with company strategy for online and offline quality controls - Evaluated quality problems and performed external diagnostics to identify and resolve issues
- Maintained regular contact with clients and identified opportunities to deliver added value to client relationships
- Conducted training and change management processes to improve operations
- Researched competitive solutions and maintained competitive market comparisons and evaluations
- Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele
- Established and maintained productive working relationships with staff to resolve operational difficulties and to promote interdisciplinary, collaborative approach to customer service provision
- Possessed expert knowledge of competitive and third party products and translated knowledge into business strategy
Warehouse Worker
6 Months- Inspected work areas for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free
- Transferred products of all sizes using forklifts and other equipment, consistently meeting challenging performance goals
- Operated company vehicles and heavy equipment with focus on safety and risk management
- Maintained strong vendor connections at all stages, including arranging pricing and delivery structures and managing specific shipment or paperwork concerns
- Evaluated supplies and product inventory to check for quality and quantity issues and returned unacceptable materials to vendors to obtain replacements or refunds
- Labeled and accurately moved customer orders to meet shipment timetables and minimize errors
- Readied product pallets for optimal storage and shipment, carefully organizing boxes and balancing weight
- Used forklifts and pallet jacks to relocate products
- Kept warehouse stations and equipment in good working order in line with OSHA requirements
- Pumped gas for guests and took payments
- Cleaned up gas and other spills in accordance with spill procedures
- Maintained clean and orderly work station
Tire and Lube Express Technician
1 Year 1 Month- Maximized efficiency by coordinating changing and rotating of tires
Rotated, mounted and balanced tires on cars, trucks and vans - Located and fixed tire flats with compounds or physical patches
- Operated equipment such as a tire machine and balancer
- Evaluated fluid levels, battery functioning and vehicle leaks
- Managed quality assurance program including on site evaluations, internal audits and customer surveys
- Improved quality processes for increased efficiency and effectiveness
- Equipped and organized facility to comply with company strategy for online and offline quality controls
- Evaluated quality problems and performed external diagnostics to identify and resolve issues
- Maintained regular contact with clients and identified opportunities to deliver added value to client relationships
- Conducted training and change management processes to improve operations
- Researched competitive solutions and maintained competitive market comparisons and evaluations
- Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele
- Established and maintained productive working relationships with staff to resolve operational difficulties and to promote interdisciplinary, collaborative approach to customer service provision
- Possessed expert knowledge of competitive and third party products and translated knowledge into business strategy
Twister Operator
3 Months- Optimized machinery component alignment to meet specifications of each production run
- Replaced empty supplies with full packages to maintain production levels
- Strengthened yarn, enhanced smoothness and improved uniformity by skillfully operating Filtec machinery
- Evaluated completed products to identify errors and verify conformance with production tolerances
- Reviewed specification data, production guides and product samples to determine correct machinery setup
- Updated daily logs with production information and conferred with supervisor on improvement strategies to meet targets
- Followed quality standards and procedures to minimize shipment errors and maximize customer satisfaction
Education
High School Diploma
Skills
Customer service optimization
Customer focused-service
Customer service experience
High-quality customer service
Job inspections
Staff management
Creative merchandising
POS systems expert
Credit card transactions
Goal-oriented
Motivated Team Player
Calm under pressure
Key holder experience
Customer-oriented
Active listening skills
POS systems knowledge
Skilled problem solver
Upselling techniques
Retail sales
Money handling abilities
Stocking
Personable
Cash handling and management
Team building expertise
Positive and friendly
Natural leader
Quick learner
Computer literate
Equipment maintenance
Installations and repairs
Scheduled services
Calibrating systems
Ticket writing
Safety awareness
Troubleshooting skills
Hand and power tools
Chemical disposal
Evidence Collection
Surveillance
Shrinkage Reduction
Prevention of Criminal Activity
CCTV Monitoring
Report Writing Skills
Physical Apprehensions
Multitasking abilities
Teambuilding
Microsoft Office
Computer skills
Teamwork
Verbal and written communication
Customer Service
Detail-oriented
Accomplishments
- Greenhand Degree
- Supervised team of 20 or more staff members
Certification
- NCCER Certified
Timeline
Food and Consumable Coach
Walmart
01.2026 - 05.2026Read More
Front End Coach
Walmart
12.2024 - 01.2026Read More
Remodel OPL
Walmart
04.2024 - 12.2024Read More
Front End Coach
Walmart
08.2022 - 04.2024Read More
Deli Team Lead
Walmart
05.2021 - 08.2022Read More
Automotive Service Technician
Walmart
12.2020 - 05.2021Read More
Asset Protection Associate
Walmart
05.2020 - 12.2020Read More
Customer Service Manager
Walmart
08.2019 - 05.2020Read More
Tire and Lube Express Technician
Walmart
04.2019 - 08.2019Read More
Tire and Lube Technician
Rippy Cadillac
01.2019 - 03.2019Read More
Sales Representative
Spectrum
11.2018 - 01.2019Read More
Tire and Lube Express Technician
Walmart
07.2018 - 11.2018Read More
Warehouse Worker
Ford's Fuel Services Inc.
01.2018 - 07.2018Read More
Tire and Lube Express Technician
Walmart
12.2016 - 01.2018Read More
Twister Operator
Filtec Precise Inc.
08.2016 - 11.2016Read More
South Columbus High School
High School Diploma
Read More