James M. Sullivan
Hickory Hills,USA
Summary
Dynamic, results-driven professional leveraging expertise in customer relations and service excellence to drive company success. Recognized for a strong work ethic, attention to detail, and the ability to foster meaningful connections that enhance customer satisfaction. Proven skills in communication, time management, and problem resolution consistently exceed expectations. Committed to delivering top-tier performance while utilizing leadership and motivational abilities to cultivate productive relationships and secure lasting customer loyalty.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Shift Lead / Assistant Store Manager Trainee
Walgreens
Downers Grove, IL
04.2019 - Current
- Keep environment clean and safe for personnel and guests
- Deliver prompt courteous customer experiences through skilled leadership of shift team
- Monitor employee performance and proactively correct problems impacting team results
- Delegate tasks to team members
- Ensure training of team members while providing coaching and mentoring
- Model and share customer service best practices with all team members to deliver a distinctive and delightful customer experience
- Greet customers and clinic patients while offering assistance with products and services
- Resolve customer complaints and respond to customer needs
- Perform and supervise merchandising by planning and ensuring the implementation of sets, resets and revisions
- Supervise the receiving, stocking, pricing, returning and transferring of merchandise
- Receive exposure to analysis of financial and performance data for the store, pharmacy and clinic
- Oversee the operation of the store under the direction of the store manager.
Customer Service Representative
First Merchants Bank
Palos Heights, IL
08.2016 - 01.2019
- Answered numerous inbound calls each day to handle various concerns, set appointments and close sales
- Documented, researched, and resolved customer service issues
- Enhanced customer satisfaction with fast knowledgeable service
- Anticipated needs and resolved problems to keep customers happy
- Discussed promotions and special offers to customers to increase sales
- Compiled customer feedback to recommend improvements to management
- Delivered fast and friendly service regarding questions and service complaints
- Completed inquiries and followed up with customers to share findings and offer solutions
- Sold products to customers during routine service calls using strong cross-selling abilities
- Collaborate with team members to achieve creative solutions.
Service Associate
First Merchants Bank
Willowbrook, IL
10.2014 - 08.2016
- Updated records with all interactions and customer transactions
- Quickly established credibility with customers creating a friendly rapport
- Processed standard teller transactions for customers, serviced accounts and corrected discrepancies
- Processed 25 + customer transactions per hour with extreme attention to detail and identified new referral and account opportunities
- Accepted a role as a service associate mentor
- Trained new service associates ensuring they received a comprehensive education on our banking policies and procedures.
Customer Support Representative
ShowingTime
Chicago, IL
07.2011 - 09.2014
- Handled most issues within one call and consistently met performance targets
- Took 150-160 calls daily from Real Estate Agents
- Updated all agent and property notes on a daily basis
- Answered web chat requests from customers for basic questions and concerns
- Helped users via telephone to diagnose and triage problems
- Managed and set appointments for agents using our ShowingTime software and services
- Handled inbound and outbound customer service questions and complaints from a variety of agents
- Input call data into the company database and generated reports for management at the end of the week.
Recruiter
PlaneTechs
Oak Brook, IL
01.2012 - 07.2013
- Screened and interviewed candidates to ensure their qualifications met open positions
- Monitored all pre-employment requirements such as background checks, reference checks, drug testing and physicals
- Searched for candidates by using company databases, Monster, Careerbuilder and professional associations
- Conducted phone screens for job openings
- Provided information on company history and job opportunities to potential candidates
- Established and maintained relationships with potential candidates
- Updated and maintained candidate information in the database.
Assistant Manager of Sales
TCF National Bank
Oak Lawn, IL
05.2007 - 01.2010
- Developed and conducted persuasive verbal sales presentations to prospective clients
- Used professional sales techniques to negotiate best possible terms and conditions to satisfy customer requirements
- Established long-lasting relationships with customers to maintain high customer retention and satisfaction
- Assisted in providing leadership, motivating, and training employees to increase bank revenue goals
- Assisted in branch monetary audits along with individual cash drawer audits
- Complied to operational procedures and risk management policies
- Provided assistance to the branch manager with all banking operations including coordinating branch coverage and work schedules
- Achieved bank revenue goals through individual sales and coaching to drive new leads through daily customer contact opportunities.
Teller
Central Credit Union of Illinois
Orland Park, IL
09.2004 - 01.2007
- Processed standard teller transactions for customers including servicing client accounts, accepting loan payments, cashing checks, deposits, balancing cash drawers, handling night deposits and correcting discrepancies
- Processed 25 + customer transactions per hour with extreme attention to detail
- Quickly established credibility with customers and remembered 50 + names, creating a friendly rapport with our customers
- Responded to 130 + customer account inquiries a week
- Assumed a leadership role in the absence of the supervisor, and made sure the credit union operated properly
- Prevented fraud by spotting suspicious behavior and identifying problematic transactions
- Researched and resolved customer issues on personal savings, checking and lines of credit
- Delivered exceptional service with a friendly approach to retain and acquire customers
- Influenced customers to learn about the beneficial products and services to meet or exceed daily goals.
Education
B.A. - Interdisciplinary Studies, Speech and Corporate Communication
Governors State University
01.2006
Associate in Arts (A.A.) - General Studies, Communications
Moraine Valley Community College
08.2001
Skills
- Knowledge of industry standards and practices
- Professional communication skills
- Team development
- Effective team communication
- Sales training proficiency
- Oral communication skills
- Leadership development and training
- Operational efficiency in retail
- Operational management
- User interface management
- Employee oversight
- Effective sales strategies
- Customer feedback management
- Performance assessment
- Employee coaching
- Employee evaluation proficiency
- Promotional campaign execution
- Organizing collaborative team exercises
- Sales targets management
- Coordinate operational activities
Accomplishments
Walgreens Management LEAP Program Certificate: Lead, Engage, Advance, Perform
First Merchants Bank: Service Associate Mentor Training Certificate
First Merchants Bank: Customer Service Management Training Certificate
TCF Bank (AMT): Assistant Manager Trainee Certificate
Certification
- Walgreens Management LEAP Program Certificate - Lead, Engage, Advance, Perform
- First Merchants Bank - Service Associate Mentor Training Certificate
- First Merchants Bank - Customer Service Management Training Certificate
- TCF Bank (AMT)- Assistant Manager Trainee Certificate
Timeline
Shift Lead / Assistant Store Manager Trainee
Walgreens
04.2019 - Current
Customer Service Representative
First Merchants Bank
08.2016 - 01.2019
Service Associate
First Merchants Bank
10.2014 - 08.2016
Recruiter
PlaneTechs
01.2012 - 07.2013
Customer Support Representative
ShowingTime
07.2011 - 09.2014
Assistant Manager of Sales
TCF National Bank
05.2007 - 01.2010
Teller
Central Credit Union of Illinois
09.2004 - 01.2007
Associate in Arts (A.A.) - General Studies, Communications
Moraine Valley Community College
B.A. - Interdisciplinary Studies, Speech and Corporate Communication
Governors State University