Summary
Overview
Work History
Education
Skills
Timeline
Generic

James Lyerly, Jr

Winston-Salem,NC

Summary

Dynamic Assistant Manager with extensive experience in customer service. Highly organized professional establishes relationships with customers. Stays calm under pressure.

Overview

15
15
years of professional experience

Work History

Assistant Account Manager-Janitorial

The Budd Group
07.2021 - Current
  • Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
  • Anticipated clients' needs by staying in touch on regular basis.
  • Built client relationships by acting as liaison between customer service and sales teams.
  • Maintained high standards of customer service by answering pricing, availability, use and credit questions accurately.
  • Analyzed and reported on customer activity, business trends and areas of concern.
  • Built relationships with customers and community to promote long term business growth.
  • Contributed to team objectives in fast-paced environment.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
  • Stayed current on company offerings and industry trends.
  • Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
  • Recorded accurate and efficient records in customer database.
  • Project managed summer refurbishment of 7 college dormitories
  • Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations
  • Anticipated clients' needs by staying in touch on regular basis
  • Cultivated interpersonal skills by building positive relationships with others
  • Participated in team projects, demonstrating ability to work collaboratively and effectively
  • Identified issues, analyzed information and provided solutions to problems
  • Developed and maintained courteous and effective working relationships
  • Paid attention to detail while completing assignments
  • Worked flexible hours across night, weekend and holiday shifts
  • Used critical thinking to break down problems, evaluate solutions and make decisions
  • Skilled at working independently and collaboratively in a team environment
  • Self-motivated, with a strong sense of personal responsibility
  • Proven ability to learn quickly and adapt to new situations

Fixed Route Director-Pro Tempore

Keolis Transit
01.2019 - 07.2020
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Coached employees and trained on methods for handling various aspects of complicated issues, and difficult customers.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Trained team members in successful strategies to meet operational Key Performance Indicators.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Created employee schedules to align coverage with forecasted demands.
  • Confirmed continual compliance with all applicable laws and regulations regarding store operations.
  • Established objectives to offer team members clear roadmap to help company achieve overall goals.
  • Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
  • Implemented daily operating procedures to keep public transportation system functioning.
  • Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
  • Utilize Management By Walking Around (MBWA) multiple times throughout shifts to evaluate and correct issues such as cleaning and replenishment needs.
  • Trained newly hired operators in effective customer service.
  • Submitted reports to senior management to aid in business decision-making and planning.
  • Researched issues to obtain appropriate answers to customer inquiries.
  • Liaised with Paratransit, Maintenance and upper management teams to develop solutions and accomplish shared objectives.
  • Worked well in a team setting, providing support and guidance
  • Cultivated interpersonal skills by building positive relationships with others
  • Developed and maintained courteous and effective working relationships
  • Adaptable and proficient in learning new concepts quickly and efficiently

Fixed Route Lead Supervisor

Transdev Transportation
02.2008 - 12.2019
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Learned every team members' role to offer skilled backup during shortages and high-volume periods.
  • Delivered superior customer service in every interaction and skillfully resolved conflicts.
  • Coordinated supervisory assignments to maintain strong front-line leadership over Fixed Roue operations.
  • Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
  • Educated operators about proper safety procedures to prevent accidents and injuries.
  • Forecasted department labor requirements and established accurate budgets to cover expected demands.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
  • Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Monitored workflow to improve employee time management and increase productivity.
  • Achieved results by working with staff to meet established targets.
  • Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
  • Maintained compliance with company policies, objectives, and communication goals.
  • Conducted routine inspections to check quality and compliance with established specifications.
  • Identified unsafe or unhealthful workplace conditions or hazards to enforce safe work practices and procedures.
  • Developed and implemented customer service policies to enhance satisfaction.
  • Skilled at working independently and collaboratively in a team environment
  • Self-motivated, with a strong sense of personal responsibility
  • Proven ability to learn quickly and adapt to new situations
  • Worked well in a team setting, providing support and guidance
  • Demonstrated respect, friendliness and willingness to help wherever needed
  • Passionate about learning and committed to continual improvement
  • Managed time efficiently in order to complete all tasks within deadlines

Education

Bachelor Of Applied Science - Business Administration And Management

Winston-Salem State University
Winston-salem, NC
12.2007

Associate Of Applied Science - Marketing And Retailing

Forsyth Technical Community College
Winston-salem, NC
12.1996

Skills

  • Office Supplies and Inventory
  • Manage Contracts
  • Personnel Mentoring
  • Accurate Recordkeeping
  • Timely Processing
  • Administrative Duties
  • Monitor Security
  • Employee Timesheet Processing
  • Candidate Vetting
  • Dispute Resolution
  • Operational Efficiency
  • Information Updates
  • Organizational Systems
  • Quarterly Reviews

Timeline

Assistant Account Manager-Janitorial

The Budd Group
07.2021 - Current

Fixed Route Director-Pro Tempore

Keolis Transit
01.2019 - 07.2020

Fixed Route Lead Supervisor

Transdev Transportation
02.2008 - 12.2019

Bachelor Of Applied Science - Business Administration And Management

Winston-Salem State University

Associate Of Applied Science - Marketing And Retailing

Forsyth Technical Community College

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James Lyerly, Jr