Hi, I’m
Jamie Munday
Joshua,TX
Summary
Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business to both Consumer and Business customers. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities, and interpersonal communication strengths.
Overview
15
years of professional experience
Work History
Verizon Wireless
General Manager
05.2021 - Current
Job overview
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations. In 2022, 6 employees were promoted.
- Developed and maintained relationships with customers and suppliers through account development.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Implemented operational strategies and effectively built customer and employee loyalty, maintaining 100% RIS in 2022
- Reduced costs, managed delivery schedules, and performed risk analysis to improve overall profitability, staying below the 1000-point threshold month after month.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
Verizon Wireless
Assistant Store Manager
04.2017 - 05.2021
Job overview
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Responded to customer concerns, working with the manager to significantly raise customer satisfaction ratings, and became a gold store standard in customer experience leading with 100% positive reviews.
- Coached sales associates in product specifications, sales incentives, and selling techniques, which led to 40% year-over-year increase in business sales.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Promoted professional growth and facilitated talent development of each associate to drive performance excellence.
Verizon Wireless
Operations Manager
06.2016 - 04.2017
Job overview
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Devised processes to boost long-term business success and increase profit levels.
- Advanced productivity KPIs by leading training on procedures and safety practices.
- Established and administered annual budget with controls to prevent overages, minimize churn, and support sustainability objectives.
Verizon Wireless
Experience Specialist
06.2015 - 06.2016
Job overview
- Worked with internal matrix partners to triage issues and submit work requests.
- Researched and resolved complex issues and appeals to facilitate a prompt resolution.
- Identified and reported utilization patterns to enhance the quality of service delivery.
- Developed and maintained positive relationships with the community via email, telephone, and face-to-face outreach.
Verizon Wireless
Solutions Specialist
06.2010 - 06.2015
Job overview
- Resolved customer issues quickly and efficiently to enhance overall customer satisfaction ratings.
- Answered customer questions about billing, account issues, and upgrade possibilities.
- Recommended new products and services to customers, which led to winning Winner Circle along with the top 10% of the company.
- Conducted troubleshooting and diagnostic procedures on customer devices.
- Increased productivity by collaborating with management to develop process improvements.
Verizon Wireless
Customer Service Representative
09.2009 - 06.2010
Job overview
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times, took over 50 calls a day and increased sales by 15%
- Responded to customer requests for products, services, and company information while becoming #1 in the territory in protection sales with a 99% success rate
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Cultivated customer loyalty, promoted repeat business, and improved sales.
Verizon Wireless
Retail Sales Associate
04.2008 - 09.2009
Job overview
- Greeted customers and helped with product questions, selections, and purchases.
- Helped customers complete purchases, locate items and join reward programs.
- Maintained a clean sales floor and straightened and faced merchandise.
- Stocked merchandise, clearly labeled items, and arranged according to size or color.
- Offered each customer top-notch personal service to boost sales and customer satisfaction which led to achieving the #1 data card sales in the country with 72 sold in one month.
Education
Strayer UniversityWashington, DC
Bachelor of Science from Business Administration And Management
03.2023
Skills
- Problem Anticipation and Resolution
- Records Organization and Management
- Mathematical Calculation and Reasoning
- Originality and Creativity
- Focus and Follow-Through
- Management Training
- Business Leadership
- Sales Promotion
- Department Oversight
- Performance Monitoring and Evaluation
- Sales Tracking
- Sales Team Development
I volunteer with Big Brother Big Sister as a Big to an amazing Senior in High school
I work with Big Brother Big Sister to give back to my community. This year I have had the opportunity of working with a high school Senior with her daily homework assignments, applying to college, and learning leadership skills.
Timeline
General Manager
Verizon Wireless
05.2021 - Current
Assistant Store Manager
Verizon Wireless
04.2017 - 05.2021
Operations Manager
Verizon Wireless
06.2016 - 04.2017
Experience Specialist
Verizon Wireless
06.2015 - 06.2016
Solutions Specialist
Verizon Wireless
06.2010 - 06.2015
Customer Service Representative
Verizon Wireless
09.2009 - 06.2010
Retail Sales Associate
Verizon Wireless
04.2008 - 09.2009
Strayer University
Bachelor of Science from Business Administration And Management
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