Summary
Overview
Work History
Education
Skills
Interests
Timeline
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James Hines

Remote Customer Service And Sales
Slidell,LA

Summary

Dynamic educator with a proven track record at St Tammany Parish School Board, adept in situational management and targeted instructional methods. Enhanced customer engagement through innovative conversation, asking the correct probing questions and using positive reinforcement strategies, you will put customer at ease with you and likely more trusting in what you are telling them. We are the professionals and is our responsibility to gently educate the public.

I have been recognized in the past for fostering active student participation and improving academic performance through tailored lesson planning and implementation. The same procedures work successfully with adults. Engaging the customer is essential for a successful transaction. My years of experience in the Avis reservation call center taught me to take each customer evolvement as a new experience full of opportunities.

I am confident that my skill-set, past experience with the very fast paced and often stressful call center environment, previous industry knowledge and winning attitude will bring me great success in this position, and I am looking forward to this opportunity.

Thank you for your kind consideration.

James C Hines

Overview

36
36
years of professional experience

Work History

Substitute Teacher, K-12

St Tammany Parish School Board
Sidell, LA
12.2022 - Current
  • Kept accurate and current attendance records and assignment sheets to maintain file compliance.
  • Increased parent involvement in the educational process through regular communication and collaboration on student progress.
  • Developed creative instructional strategies to keep students engaged and motivated.
  • Followed lesson plans designed by absent teachers.
  • Provided one-on-one tutoring sessions for struggling students, helping them improve academic performance and gain confidence in their abilities.
  • Enhanced classroom engagement by incorporating hands-on activities and group projects.
  • Documented student progress and provided regular updates to parents.

Senior Sales Associate

Office Depot Inc
Slidell, Louisiana
12.2020 - Current
  • Analyzed sales performance data to identify areas of opportunity and develop targeted strategies for improvement.
  • Met with customers to discuss and ascertain needs, tailor solutions and close deals.
  • Stayed current on company offerings and industry trends.
  • Attended monthly sales meetings and quarterly sales trainings.
  • Maintained current knowledge of evolving changes in marketplace.
  • Up-sold and cross-sold products effectively, driving sales and increasing revenue.
  • Built relationships with customers and community to promote long term business growth.
  • Monitored sales processes to identify areas in need of improvement and implemented systems to rectify issues.
  • Streamlined sales reporting processes for better data analysis and decision-making capabilities among management teams.
  • Trained, coached, and mentored new sales associates for maximum performance.
  • Cultivated a positive work environment that fostered collaboration among team members while also encouraging individual achievement goals.
  • Set and achieved company defined sales goals.
  • Achieved or exceeded company-defined sales quotas.
  • Trained junior sales associates on best practices in selling techniques, product knowledge, and relationship building.

Client Retention Manager

Office Depot Inc
Sidell, LA
09.2011 - 02.2020
  • Improved customer retention by developing and implementing targeted strategies for various client segments.
  • Fostered a culture of continuous improvement by encouraging feedback from team members and clients alike, using insights gathered to drive ongoing enhancements to retention strategies.
  • Championed the use of data-driven approaches in decision-making processes, empowering team members to make informed choices that positively impacted retention rates.
  • Regularly reviewed and updated retention policies to ensure alignment with company objectives and evolving market conditions.
  • Led training sessions for staff on best practices in customer service, contributing significantly to an improved company-wide focus on client satisfaction.
  • Conducted regular reviews of account portfolios, identifying trends in customer behavior and adjusting retention strategies as needed.
  • Boosted revenue with upselling and cross-selling initiatives tailored for long-term customers.
  • Motivated employees through special events, incentive programs, and constructive feedback.
  • Facilitated onboarding sessions and on-the-job training for new hires bolstering position knowledge and skillset.
  • Used technologically relevant digital systems to manage payroll and benefits programs.
  • Maintained company compliance with local, state, and federal laws, in addition to established organizational standards.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Evaluated employee onboarding programs and presented strategic improvement recommendations to upper management.
  • Established team priorities, maintained schedules and monitored performance.
  • Defined clear targets and objectives and communicated to other team members.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Identified and communicated customer needs to supply chain capacity and quality teams.

General Manager

Dollar General
Slidell, Louisiana
03.2008 - 07.2011
  • Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Managed budget implementations, employee evaluations, and contract details.
  • Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
  • Formulated policies and procedures to streamline operations.
  • Developed and implemented strategies to increase sales and profitability.
  • Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
  • Implemented operational strategies and effectively built customer and employee loyalty.
  • Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Implemented robust inventory management systems to optimize stock levels and minimize waste/costs associated with excess product storage.
  • Championed continuous improvement initiatives that enhanced operational performance across all departments.

Corporate Account Service Representative

Avis
Tulsa, Oklahoma
01.1990 - 01.2008
  • Advocated for client needs within company perimeters to improve experience and increase customer retention.
  • Played a significant role in increasing referral rates by delivering outstanding service that led clients to recommend our company to others.
  • Maintained up-to-date knowledge of industry trends and competitor offerings, ensuring effective communication of product benefits to clients.
  • Identified upsell opportunities by analyzing client needs and proactively offering tailored solutions, driving revenue growth.
  • Worked closely with sales team members, providing account insights and supporting the development of new business proposals.
  • Coordinated with finance department regarding invoicing matters, contributing to timely payments from clients.
  • Conducted regular account reviews to identify areas for improvement, leading to increased customer satisfaction and loyalty.
  • Cultivated strong relationships with clients to maintain long-term business partnerships and high retention rates.
  • Collaborated with cross-functional teams to develop customized solutions for complex client needs, resulting in increased sales revenue.
  • Balanced up to 300 accounts simultaneously, while maintaining regular contact and professional relationships with each.
  • I listened to clients and assisted with the navigation of complex systems involved in coordinating flight arrivals and departures, hotel check-in/check-out policies, and rental car transactions.
  • Identified new opportunities and cultivated leads to consistently meet sales goals and increase business growth.
  • Actively participated in team meetings to share best practices, discuss challenges, and contribute ideas for continuous improvement initiatives.
  • Continuous self-improvement through attending relevant seminars, workshops, and webinars to stay current on industry changes and challenges.
  • Developed comprehensive account strategies to meet specific client objectives and drive overall business performance.
  • Managed a diverse portfolio of accounts, ensuring timely delivery of services and accurate billing practices.
  • Enhanced client satisfaction by efficiently addressing and resolving account-related issues.
  • Provided exceptional customer service through prompt response times, clear communication, and effective problem-solving skills.
  • Established trust with clients through consistent delivery of high-quality services and proactive communication efforts.
  • Educated clients on relevant policies and options and answered questions to remedy issues.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered prompt service to prioritize customer needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promptly responded to inquiries and requests from prospective customers.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Sought ways to improve processes and services provided.
  • Managed timely and effective replacement of damaged or missing products.
  • Investigated and resolved accounting, service and delivery concerns.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.

Education

No Degree - Education/Communications/Psychology

Northeastern State University
Tahlequah, OK
05.2001 -

No Degree - Social Studies Education/Psychology

University Of Tulsa
Tulsa OK
05.2001 -

Some College (No Degree) - Early Childhood Education

Xaviar University New Orleans
New Orleans, United States
05.2001 -

Skills

Active student participation

Interests

  • Gardening
  • Avid Reader
  • Enjoy participating in walking, swimming and playing with the dog overall physical and mental well-being
  • Outdoor Recreation
  • Volunteering
  • Music
  • Watching Movies and TV Shows
  • I participate in low-impact exercises to strengthen core muscles
  • Reading
  • Historical Exploration
  • Animal Welfare Advocacy
  • Swimming
  • Volunteer Work

Timeline

Substitute Teacher, K-12

St Tammany Parish School Board
12.2022 - Current

Senior Sales Associate

Office Depot Inc
12.2020 - Current

Client Retention Manager

Office Depot Inc
09.2011 - 02.2020

General Manager

Dollar General
03.2008 - 07.2011

No Degree - Education/Communications/Psychology

Northeastern State University
05.2001 -

No Degree - Social Studies Education/Psychology

University Of Tulsa
05.2001 -

Some College (No Degree) - Early Childhood Education

Xaviar University New Orleans
05.2001 -

Corporate Account Service Representative

Avis
01.1990 - 01.2008

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James HinesRemote Customer Service And Sales