Howard Clay
Raytown,MO
Summary
Highly qualified and goal driven with strong management, communication, and analytical skills. Results oriented with over 30 years of comprehensive experience in all aspects of customer service development and delivery. Excellent team building skills to achieve positive results, achieving an increase in efficiency, service standards and performance. Thrives in stressful situations maintaining poise and effective communication skills. Provides expert customer correspondence via all methods of communication. Highly skilled in providing customers with personalized service, ensuring their service experience is high quality and efficient. Talented at providing staff development and training programs to enhance services and streamline processes.
Resourceful Store Manager highly productive in completing tasks efficiently. Possess specialized skills in inventory management, staff training, and customer service which ensure operational success. Excel at communication, leadership, and problem-solving to meet diverse challenges head-on.
Overview
9
9
years of professional experience
3968
3968
years of post-secondary education
Work History
Store Manager
Walgreens
Excelsior Springs, Missouri
11.2023 - 03.2026
- Managed daily store operations and maintained high customer service standards.
- Oversaw inventory management and ensured product availability on shelves.
- Trained and developed staff to enhance team performance and efficiency.
- Managed daily store operations and maintained high customer service standards.
- Coordinated promotional displays to attract customers and drive sales.
- Addressed customer inquiries and resolved issues to maintain satisfaction levels.
- Collaborated with corporate teams on strategic initiatives for store improvement.
- Recruited, trained and supervised new employees.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Created weekly work schedules for store personnel.
- Updated and maintained store signage and displays.
- Monitored inventory levels and placed orders to restock shelves.
- Maintained accurate records of employee performance reviews.
- Performed regular price checks to ensure competitive pricing.
- Preserved product quality by maintaining stockrooms and disposing of damaged items.
- Delegated work to staff, setting priorities and goals.
Training Assistant
Smart Start Incorporated
05.2018 - 02.2020
- Designed and delivered training programs for customer staff.
- Provided updates and details on new products.
- Informed new hires about system use, policies, and procedures.
- Tracked performance to assess training effectiveness.
- Presented company curriculum to prepare new employees to answer and manage inbound customer calls.
Call Center Recruiter
Smart Start Incorporated
Grapevine, TX
08.2017 - 02.2020
- Managed recruiting activities and built candidate relationships to support the daily Human Resources operations functions for the call-center facility.
- Scheduled interviews and phone screens.
- Worked directly with candidates and hiring managers.
- Updated candidate records, job postings in recruiting systems and confirming new hires for orientation.
- Provided follow-up correspondence to candidates on recruiting status via phone and email tracking recruiting activities and providing weekly activity reporting.
- Coordinated the post-interview debrief meetings and providing debrief materials to candidates.
- Identified opportunities for improving the candidate experience and interview process efficiency.
- Managed the coordination of other recruiting activities and events as needed such as: Background checks, Drug testing, Dispositions in Paycom, File management, Supporting open houses and assessments, Create badges, Open requisitions.
Call Center Sales/Customer Service Associate
Smart Start Incorporated
Grapevine, TX
04.2017 - 02.2020
- Answer inbound sales related calls.
- Effectively answer product, pricing, and program related questions to establish an installation appointment.
- Demonstrate exceptional written and verbal communication and problem-solving skills.
- Quickly establish rapport with customers.
- Set up customer accounts with state specific requirements.
- Provide accurate program and pricing details.
- Enter account information accurately.
- Contact service centers to establish appointment.
- Follow up with customers to confirm or reestablish appointments.
- Schedule removals and transfers as well as process payments.
- Effective problem-solving skills.
- Probing for additional information to ensure understanding.
Supervisor
Telvista
Dallas, TX
11.2016 - 04.2017
- Effectively led team members in coordinating air travel for groups of ten or more for client Virgin America.
- Demonstrated a sense of urgency and accuracy in assisting the team to collect payment, names for the manifest, & ticketing of group members.
- Provided daily feedback and coaching for performance improvement.
- Expertly used business standard oral and written communication skills on daily basis.
- Rescheduled guests travel itinerary during irregular operation procedures.
- Used expert communication skills participating in recruiting efforts, calibration sessions, participated in conference calls, etc.
- Proficient at leading Continuous Improvement initiatives.
- Maintained phone skills while applying knowledge of day-to-day project experiences.
- Demonstrated teamwork by supporting and mentoring Team Leaders and assisting Operations Managers.
Education
Marshall University
Huntington, WVUniversity of Charleston
Charleston, WVSkills
- Team management
- Customer service implementation
- Process improvement
- Call Center management
- Strategic planning
- Staff Development Training
- Coaching
- Negotiation
- Facilitation
- Conflict Resolution
- Opportunity Identification
- Leadership and Mentoring
- Process Development
- Cost Reduction
- Resource Management
- Customer Relations Management
- Customer service
- Cash handling
Timeline
Store Manager
Walgreens
11.2023 - 03.2026
Training Assistant
Smart Start Incorporated
05.2018 - 02.2020
Call Center Recruiter
Smart Start Incorporated
08.2017 - 02.2020
Call Center Sales/Customer Service Associate
Smart Start Incorporated
04.2017 - 02.2020
Supervisor
Telvista
11.2016 - 04.2017
Marshall University
University of Charleston