Jason Festa
New Port Richey,FL
Summary
Dynamic General Manager with a proven track record at Riley Salon Resources, excelling in customer service excellence and complaint resolution. Successfully enhanced communication, streamlined operations, and fostered strong client relationships, resulting in improved performance metrics. Skilled in data review and Microsoft Excel, I am an adaptive team player committed to driving business success.
Overview
22
22
years of professional experience
Work History
General Manager
Riley Salon Resources
03.2023 - Current
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Analyzed and reported on key performance metrics to senior management.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed and maintained relationships with external vendors and suppliers.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Customer Service Manager
Riley Salon Resources
01.2020 - 03.2023
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Took ownership of customer issues and followed problems through to resolution.
- Researched and corrected customer concerns to promote company loyalty.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Customer Service/Sales Administration
Riley Salon Resources
04.2014 - 01.2020
- Responded to customer requests for products, services, and company information.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Used company reports to analyze sales, gross profit and inventory activities.
- Produced monthly reports using advanced Excel spreadsheet functions.
- Created dashboards to monitor and track key performance indicators.
- Generated standard and custom reports to provide insights into business performance.
Customer Service/Sales Administration
Salon Centric
11.2002 - 04.2014
- Held multiple Roles during employment with Customer Service, Sales Administration, Education Coordination, and account maintenance
- Delivered prompt service to prioritize customer needs.
- Trained staff on operating procedures and company services.
- Developed internal manual on Customer Service processes and procedures
- Assisted sales team with completing customer transactions and managing issues.
- Provided extensive support in sales, technical and business areas to key accounts.
- Assisted in transition to company wide software adaptation, traveling to multiple sites to train and support additional offices in implementation
Education
High School Diploma -
Pinellas Park High School
Pinellas Park, FLSkills
- Time management
- Customer service excellence
- Client account management
- Exceptional interpersonal communication
- Technical support
- Call center operations
- System implementation
- Adaptive team player
- International sales support
- Report creation
- Creative problem solving
- Senior leadership support
- Microsoft Suite
Timeline
General Manager
Riley Salon Resources
03.2023 - Current
Customer Service Manager
Riley Salon Resources
01.2020 - 03.2023
Customer Service/Sales Administration
Riley Salon Resources
04.2014 - 01.2020
Customer Service/Sales Administration
Salon Centric
11.2002 - 04.2014
High School Diploma -
Pinellas Park High School
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