Summary
Overview
Work History
Education
Skills
Timeline
SalesManager

James Diener

Clio,MI

Summary

My many years of pawn shop management have made me an experienced customer service professional with a proven track record in debt acquisition. Skilled in building and maintaining strong client relationships, ensuring satisfaction and loyalty. Adept at identifying opportunities to optimize debt recovery and implementing effective solutions. Committed to delivering exceptional service, consistently achieving targets and driving business growth. My customer service really is above and beyond.

Overview

26
26
years of professional experience

Work History

Jewelry Manager

Advantage Pawn
02.2022 - 10.2024
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Managed senior-level personnel working in marketing and sales capacities.
  • Established team priorities, maintained schedules and monitored performance.

Mail Carrier

USPS
10.2021 - 02.2022
  • Used portable devices to maintain system records by scanning items delivered to homes and businesses.
  • Inspected truck equipment and supplies and reported problems and safety hazards to supervisors following each shift.
  • Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
  • Loaded and secured items in trucks to avoid damage to parcels during delivery.
  • Directly interacted with customers to deliver mail, packages, and ordered goods.
  • Greeted customers and answered questions regarding mail pick up times, postal regulations, and delivery costs.
  • Obtains signatures for package deliveries as proof of delivery to avoid discrepancies.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Communicated customer complaints, requests, and feedback to company management for swift resolution.
  • Followed Postal Service policies and procedures to maintain integrity of mail and protect customer information.
  • Observed traffic and safety regulations for safe transport and delivery of mail.
  • Altered routes to accommodate changing conditions or road closures in delivery areas.
  • Employed GPS and other navigational tools to find shortest routes to locations.
  • Kept mail delivery records to track delivered and undelivered items and identify delivery issues.
  • Responded to customer inquiries about delivery, forwarding and other postal services quickly to provide quality customer services.
  • Collected outgoing mail from homes and businesses along routes for customer convenience and initiated delivery to intended recipients.

Store Manager

Advantage Pawn
05.2011 - 02.2021
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Supervised guests at front counter, answering questions regarding products.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Assisted with hiring, training and mentoring new staff members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.

General Manager

Blockbuster Video
Lakewood, Colorado
02.2008 - 12.2010
  • Oversaw operations of 5 stores.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Gained extensive knowledge in data entry, analysis and reporting.
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
  • Delivered services to customer locations within specific timeframes.
  • Gained strong leadership skills by managing projects from start to finish.
  • Acted as a team leader in group projects, delegating tasks and providing feedback.
  • Strengthened communication skills through regular interactions with others.
  • Proven ability to learn quickly and adapt to new situations.
  • Demonstrated creativity and resourcefulness through the development of innovative solutions.
  • Managed time efficiently in order to complete all tasks within deadlines.

Manager (Store Operations)

Fred Meyer Jewelers
01.2003 - 08.2007
  • Direct the daily operations of a high volume jewelry store, servicing over 100 customers per week
  • Managed a staff of 6 in the areas of sales customer service, cash management, budgeting, sales forecasting, employee relations, merchandising, promotions, and security
  • Steadily increased revenue through strong focus on customer service, excellent merchandising, and teamwork
  • Trained staff in selling through increased product knowledge and add-on sales
  • Increased profits through effective displays and merchandising
  • Improved operations through effectively supervising daily staff operations
  • Expanded customer base by offering a wide range of attractive product and creating a welcoming atmosphere that increased the comfort level of patrons
  • Increased sales and special order purchasing by implementing a process in which to order and organize special orders that has since been implemented company wide as a standard policy.

Manager (all Operations)

southern comfort tanning and nails
01.1999 - 01.2003
  • Managed store operations as well as scheduled appointments for a staff of 9 technicians, scheduled appointments for the tanning beds, ordered supplies, increased sales through introducing new products, customer and employee resolution, welcomed clientele, and collected rent from the technicians.

Education

No Degree - Buisness

Redrocks Community College
Lakewood, CO

Skills

  • Skype
  • Negotiation
  • Verbal and written communication
  • Professionalism
  • Conflict Resolution
  • Multitasking Abilities
  • Time management abilities
  • Communication Skills

Timeline

Jewelry Manager

Advantage Pawn
02.2022 - 10.2024

Mail Carrier

USPS
10.2021 - 02.2022

Store Manager

Advantage Pawn
05.2011 - 02.2021

General Manager

Blockbuster Video
02.2008 - 12.2010

Manager (Store Operations)

Fred Meyer Jewelers
01.2003 - 08.2007

Manager (all Operations)

southern comfort tanning and nails
01.1999 - 01.2003

No Degree - Buisness

Redrocks Community College

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