Summary
Overview
Work History
Education
Skills
Timeline
Generic

Douglas Ward

Calabash,NC

Summary

Experienced customer service professional specializing in customer retention and increasing market share. Extensive experience developing high net worth client relationships and referral networks. Top-performer with track record of consistently meeting or exceeding goals.

Overview

15
15
years of professional experience

Work History

Assistant Branch Manager

The UPS Store Inc.
05.2023 - Current
  • Audited and corrected discrepancies in inventory numbers.
  • Budgeted and forecasted inventory needs incorporating sales trends and customer demand.
  • Performed data entry and completed proper paperwork.
  • Improved marketing to attract new customers and promote business.
  • Controlled costs to keep business operating within budget and increase profits.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Utilized cross-training techniques to boost productivity and develop each team member's individual skills set.
  • Enforced safety, security, quality and performance procedures, rules and requirements.

Assistant Branch Manager

Regional Finance
11.2022 - 05.2023
  • Developed and managed employee schedules, balancing individual requests and requirements with business needs.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Trained and developed new team members in alignment with branch service standards and objectives.
  • Developed sales strategy to meet established sales objectives.
  • Built rapport with account holders by reaching out with product recommendations and account updates.
  • Facilitated customer satisfaction by executing personal communication and frequent follow-ups.
  • Reviewed credit applications for risk factors and credit worthiness.
  • Demonstrated knowledge of branch financial products, loans and lines of credit.

Counter Sales /Driver

Advanced Auto Parts
04.2015 - 03.2023
  • Delivered top customer satisfaction, reviewing feedback closely and addressing needs and requests of account holders.
  • Determined best routes for driving to customer sites, accounting for such factors as weather and road construction.
  • Represented wide range of products and brands.
  • Managed product transitions from warehouse to customer site, loading and unloading in alignment with specifications.
  • Immediately addressed problems with customers to promote speedy resolution.
  • Boosted revenues by upselling and cross-selling products to new and established customers.
  • Displayed products properly at customer sites and according to company specifications and policies.
  • Identified customers' needs and provided information on appropriate products in effort to promote cross-selling.
  • Maintained positive relationships with customers to promote continued business opportunities.
  • Used excellent listening and problem-solving skills to work with customers and quickly resolve concerns.
  • Processed payments, made change and provided receipts.

Community Association Manager

Rizzetta And Company
02.2022 - 08.2022
  • Developed and adhered to community budgetary restrictions in collaboration with board of directors.
  • Addressed and quickly resolved resident complaints with speedy and knowledgeable support.
  • Enforced compliance with community regulations and guidelines.
  • Secured pool and fitness facility maintenance, landscaping and waste removal.
  • Conducted inspections of property grounds, buildings and equipment to identify maintenance concerns and direct timely repairs.
  • Kept properties in compliance with local, state and federal regulations.
  • Developed annual operating budgets and reserve funding forecast.
  • Communicated effectively with owners, residents and on-site associates.
  • Responded to Common Area Maintenance (CAM) inquiries.
  • Generated professional networks by engaging in professional, industry and government organizations.
  • Organized and participated in monthly Board meetings to give residents opportunity to ask questions and provide a forum for issues to be addressed.
  • Consulted governing documents when given direction to residents and advising the Association Board on issues.
  • Solicited bids for annual contracts as well as specific community project needs.
  • Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays and schedule changes.

Community Association Manager

Ameritech
02.2021 - 02.2022
  • Communicated effectively with owners, residents and on-site associates.
  • Enforced compliance with community regulations and guidelines.
  • Kept property in compliance with local, state and federal regulations.
  • Conducted inspections of property grounds, buildings and equipment to identify maintenance concerns and direct timely repairs.
  • Developed annual operating budgets and reserve funding forecasts.
  • Communicated regularly with Association Board members to provide updates.
  • Organized and participated in monthly Board meetings to give residents opportunity to ask questions and provide a forum for issues to be addressed.
  • Followed directions and requests given by Board President.
  • Consulted governing documents when given direction to residents and advising the Association Board on issues.
  • Addressed owner complaints promptly and appropriately, calling in repairmen and other support services as needed.
  • Solicited bids for annual contracts as well as specific community project needs.
  • Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays and schedule changes.
  • Responded to Common Area Maintenance (CAM) inquiries.

Department Sales Manager

Lowe's
08.2015 - 01.2021
  • Coordinated 4 employees selling Millworks products and services worth over $1,400,000 in annual revenue.
  • Built relationships with customers and community to establish long-term business growth.
  • Hired, supervised and coached department employees on sales strategies to optimize performance.
  • Maximized PSE sales by updating procedures for lead generation and increasing sales.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
  • Held weekly meetings with store employees to identify techniques to overcome sales obstacles.
  • Developed and executed sales presentations as well as both internal and external product training workshops.
  • Accomplished sales goals and boosted revenue by 12% annually through product knowledge and customer relationship management.
  • Monitored sales team performance, analyzed sales data and reported information to area managers.

General Manager

Classic Tile And Mosaic
11.2008 - 05.2015
  • Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
  • Developed value-added solutions and approaches by leveraging trends in customer marketplaces and industries.
  • Devised, deployed and monitored processes to boost long-term business success and increase profit levels 300%.
  • Managed budget implementations, employee reviews, training, schedules and contract negotiations.
  • Spearheaded overhaul of company best practices, leading to significantly increased staff retention rates and top-ranking as industry leader.
  • Evaluated suppliers by assessing quality, timeliness and compliance of deliveries to maintain tight cost controls and maximize business operational efficiency.
  • Designed modern employee recognition program which boosted productivity and improved morale.
  • Enforced quality assurance protocols to deliver ideal customer experiences.
  • Led company to successful product launch and growth by developing initial product roadmap and go-to-market strategy.
  • Maximized efficiency by coaching and mentoring 35 personnel on warehouse principles, industry practices, company procedures and shipping software system.

Education

Licensed Community Association Manager -

Department of Business And Professional Regulation
Florida

Certificate - HVAC-R

Orange Coast College
Costa Mesa, CA

Associate of Arts - Undergraduate Studies

Orange Coast College
Costa Mesa, CA

High School Diploma -

Capistrano Valley High School
Mission Viejo, CA

Skills

  • Analytical problem solver
  • Accomplished manager
  • Team Leadership
  • Training and Development
  • Conflict Resolution
  • Time management
  • Maintenance knowledge
  • Exceptional oral and written communication skills
  • Contract Negotiation
  • Team support
  • Attention to Detail
  • Interpersonal Communication
  • Cycle Counting
  • Inventory Monitoring and Management

Timeline

Assistant Branch Manager

The UPS Store Inc.
05.2023 - Current

Assistant Branch Manager

Regional Finance
11.2022 - 05.2023

Community Association Manager

Rizzetta And Company
02.2022 - 08.2022

Community Association Manager

Ameritech
02.2021 - 02.2022

Department Sales Manager

Lowe's
08.2015 - 01.2021

Counter Sales /Driver

Advanced Auto Parts
04.2015 - 03.2023

General Manager

Classic Tile And Mosaic
11.2008 - 05.2015

Licensed Community Association Manager -

Department of Business And Professional Regulation

Certificate - HVAC-R

Orange Coast College

Associate of Arts - Undergraduate Studies

Orange Coast College

High School Diploma -

Capistrano Valley High School

Similar Profiles

CREATE PROFILE
Douglas Ward