James M. Sullivan
Hickory Hills,IL
Summary
Results-driven professional with a proven track record in customer relations and service excellence. Recognized for establishing strong relationships that enhance customer loyalty and satisfaction. Core competencies include effective communication, time management, and problem resolution, all contributing to an unwavering commitment to top-tier performance. Seeking to leverage leadership and motivational skills to drive company success in a challenging role.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Shift Lead / Assistant Store Manager Trainee
Walgreens
Downers Grove, IL
04.2019 - Current
- Maintained a clean and safe environment for personnel and guests.
- Led shift team to deliver prompt and courteous customer experiences.
- Monitored employee performance and addressed issues to enhance team results.
- Delegated tasks effectively to team members.
- Trained, coached, and mentored team members.
- Modeled and shared customer service best practices to ensure a delightful customer experience.
- Greeted customers and clinic patients, offering assistance with products and services.
- Resolved customer complaints and addressed customer needs.
- Planned and supervised merchandising, including sets, resets, and revisions.
- Oversaw receiving, stocking, pricing, returning, and transferring of merchandise.
- Analyzed financial and performance data for the store, pharmacy, and clinic.
- Managed store operations under the direction of the store manager.
Customer Service Representative
First Merchants Bank
Palos Heights, IL
08.2016 - 01.2019
- Handled inbound calls to address customer concerns, set appointments, and close sales.
- Resolved customer service issues by documenting, researching, and providing knowledgeable solutions.
- Increased sales by discussing promotions and special offers with customers.
Service Associate
First Merchants Bank
Willowbrook, IL
10.2014 - 08.2016
- Updated records with all interactions and customer transactions, ensuring accuracy and compliance.
- Processed over 25 customer transactions per hour with precision, identifying new referral and account opportunities.
- Trained new service associates on banking policies and procedures, enhancing team performance and service quality.
Customer Support Representative
ShowingTime
Chicago, IL
07.2011 - 09.2014
- Resolved customer issues efficiently within a single call, consistently meeting performance targets.
- Managed 150-160 daily calls from Real Estate Agents, updating agent and property notes regularly.
- Handled inbound and outbound customer service queries, scheduling appointments and generating weekly reports for management.
Recruiter
PlaneTechs
Oak Brook, IL
01.2012 - 07.2013
- Screened and interviewed candidates to ensure their qualifications met open positions.
- Monitored pre-employment requirements, including background checks, reference checks, drug testing, and physicals.
- Searched for candidates using company databases, Monster, Careerbuilder, and professional associations.
Assistant Manager of Sales
TCF National Bank
Oak Lawn, IL
05.2007 - 01.2010
- Developed and delivered persuasive sales presentations to prospective clients, enhancing customer acquisition.
- Negotiated optimal terms and conditions using professional sales techniques to meet customer requirements.
- Established and maintained long-lasting customer relationships, driving high retention and satisfaction.
Teller
Central Credit Union of Illinois
Orland Park, IL
09.2004 - 01.2007
- Processed over 25 customer transactions per hour with meticulous attention to detail, ensuring accuracy and efficiency.
- Assumed leadership responsibilities in the absence of the supervisor, ensuring smooth credit union operations.
- Delivered exceptional customer service by resolving over 130 account inquiries weekly and fostering a friendly rapport with clients.
Education
B.A. - Interdisciplinary Studies, Speech and Corporate Communication
Governors State University
University Park, IL01.2006
Skills
- Understanding of Business Concepts
- Professional Communication Skills
- Team Leadership
- Effective Team Communication
- Sales Performance Coaching
- Presentation Skills
- Employee Coaching
- Retail Store Management
- Operational Management
- Front-End Management
- Collaborative Team Management
- Effective Sales Strategies
- Customer Insights
- Performance Assessment
- Staff Coaching
- Employee Assessment Expertise
- Sales Strategy Development
- Organizing Team Development Exercises
- Sales Objectives
- Supervise Daily Operations
- Customer Service Excellence
- Retail Merchandising
- Performance Data Evaluation
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
References
References available upon request
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
B.A. - Interdisciplinary Studies, Speech and Corporate Communication
Governors State University