Summary
Overview
Work History
Education
Skills
Personal Information
Qualifications And Education
Timeline
OfficeManager
Jay Dorman

Jay Dorman

Assistant Manager
Sharpsville,Pa

Summary

Experienced in managing inventory and setting displays, demonstrating strong organizational skills in retail operations. Proficient in conflict resolution and employee supervision, effectively addressing disputes and ensuring compliance with safety regulations. Capable of running store operations in the absence of management, including scheduling and staff management, which contributes to operational efficiency. Skilled in utilizing POS systems for transactions and data entry, enhancing customer service and complaint resolution processes.

Attentive professional experienced in guiding and motivating top-quality talent. Well-versed in assessing sales performance and managing staff performance against challenging expectations. Committed to consistently fostering superior customer service standards and communicating with tact and diplomacy.

Overview

27
27
years of professional experience

Work History

Assistant Manager - customer service

Circle K Corp
Hermitage , PA
08.2024 - 10.2024
  • Followed through with client requests to resolve problems.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.

Assistant Manager

Dollar General
Sharpsville
05.2022 - 05.2024
  • Manage all inventory.
  • Set displays and planograms weekly.
  • Resolve employee disputes and conflicts.
  • Cover shifts for call-offs.
  • Run the store when the manager is off-site.
  • Prepare weekly schedules to cover all shifts.
  • Weekly inventory and stock ordering.
  • Resets of displays.
  • Run the POS system.
  • Hiring and firing.
  • Ensure safety procedures and regulations are followed.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Generated repeat business through exceptional customer service.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Defined clear targets and objectives and communicated to other team members.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Managed senior-level personnel working in marketing and sales capacities.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.

Work Control Supervisor

Northrop Grumman
Newport News , VA
06.2010 - 10.2012
  • Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
  • Developed and maintained efficient production processes and procedures.
  • Assisted with budgeting and accounting of production-related tasks.
  • Liaised with production manager, suppliers and vendors to support production needs.
  • Inspected products and worker progress throughout production.
  • Monitored and tracked progress of all production tasks for on-time delivery.
  • Collaborated with audit clients and action owners to apply root cause analysis guidance and establish effective corrective action plans.
  • Reported production malfunctions to managers and production supervisors.
  • Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
  • Developed quality planning for multiple new product launches by verifying customer requirements and implementing in design and production.
  • Determined quality department standards, practices, and procedures.
  • Coordinated with production team to support productivity targets and deadline management.
  • Created and maintained detailed reports and schedules of all production tasks.
  • Implemented new quality assurance and customer service standards.
  • Specified quality requirements of raw materials with suppliers.
  • Managed inventory and supply chain functions for production materials and equipment.
  • Applied coaching techniques and tools to support managers and team members in improving performance.
  • Reviewed in-house stock to determine materials availability for production jobs.

Customer Service Rep

EOS Airlines
Greenwich
09.2006 - 03.2007
  • Data entry, customer service, complaint resolution, solely responsible for scheduling and reconciliation of limousine records
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Developed positive relationships with customers through friendly interactions.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Answered customer inquiries via phone, email, and chat.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Resolved customer complaints promptly and efficiently.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Provided accurate information about products and services to customers.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Developed strong customer relationships to encourage repeat business.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Promoted available products and services to customers during service, account management and order calls.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Led on- and off-site customer support teams across multiple time zones.
  • Updated databases with new and modified customer data.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Mentored junior team members and managed employee relationships.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Responded to customer requests for products, services, and company information.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Investigated and resolved accounting, service and delivery concerns.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Managed timely and effective replacement of damaged or missing products.
  • Sought ways to improve processes and services provided.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Cross-trained and provided backup support for organizational leadership.
  • Trained new personnel regarding company operations, policies and services.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Delivered prompt service to prioritize customer needs.
  • Trained staff on operating procedures and company services.
  • Promptly responded to inquiries and requests from prospective customers.
  • Maintained up-to-date knowledge of product and service changes.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Cross-trained and backed up other customer service managers.

Nuclear Electronics Technician First Class/SSVF Case Manager

US Navy
King's Bay, GA
11.1997 - 11.2004
  • Nuclear Propulsion Plant Supervisor and operator, maintenance technician and quality assurance inspector.
  • Specialized in electronics installation, troubleshooting, repair, and maintenance on PLC and microprocessor.
  • Experience working on three phase AC up to 1200 VAC.
  • Have received commendations for showing personal initiative, providing leadership, organization, training, guidance and innovation in a command following the loss of all senior reactor division personnel.
  • Have provided supervision, personnel management and record keeping for a command while on temporary assignment.
  • Assisted in the development of new procedures for testing and calibrating nuclear electronics equipment.
  • Replaced defective parts such as transistors, resistors, capacitors, integrated circuits.
  • Performed preventative maintenance, repair, and calibration of nuclear electronics equipment.
  • Provided instruction on basic operation of instrumentation systems to personnel with limited experience.
  • Participated in training programs to stay current with advancements in technology related to nuclear electronics engineering.
  • Troubleshot and repaired faulty components on a variety of electronic systems.
  • Responded quickly to emergency situations involving malfunctioning nuclear electronics systems.
  • Diagnosed malfunctioning systems by reading schematics, diagrams, blueprints, or other technical documents.
  • Fabricated custom cables or wiring harnesses according to specifications provided by engineers.
  • Maintained technical records and documentation related to system operations and maintenance activities.
  • Analyzed data collected from test runs to identify trends or anomalies that could indicate potential problems.
  • Monitored radiation levels using specialized equipment such as scintillation counters or Geiger-Mueller tubes.
  • Installed, maintained, and operated nuclear instrumentation systems.
  • Evaluated results from diagnostic tests to determine the necessary corrective actions.
  • Conducted tests to ensure proper functioning of electrical and electronic systems and instruments.
  • Utilized oscilloscopes and other electronic testing devices for troubleshooting purposes.
  • Attended conferences and seminars related to advances in nuclear electronics technology.
  • Ensured safety protocols were followed during all tasks involving hazardous materials or radiation sources.
  • Worked closely with vendors to acquire spare parts or specialized tools needed for repair jobs.
  • Sustained electrical devices by working with transistors and diodes while ensuring capacitance and inductance.
  • Used assortment of hand tools, power tools, instrumentation and equipment to carry out daily tasks.
  • Worked both independently and with crews to interpret electrical malfunctions and make repairs quickly to minimize downtime for customers.
  • Conducted routine maintenance on electronic equipment to ensure optimal functionality.
  • Interpreted engineering diagrams to successfully troubleshoot faults.
  • Performed soldering tasks to repair or assemble electronic components.
  • Participated in continuous education to stay updated on emerging electronic technologies.
  • Calibrated electronic devices and equipment to ensure precise operation.
  • Utilized schematics, diagrams, and manuals to accurately troubleshoot issues.
  • Advised on the purchase of new electronic equipment and technology upgrades.
  • Executed excellent reading and interpreting of blueprints and schematics.
  • Monitored the performance of electronic systems and made adjustments as needed.
  • Reviewed service manuals and schematics while troubleshooting to determine root cause of malfunctioning units.
  • Conducted quality assurance tests on electronic systems to ensure reliability and performance.
  • Documented repairs, inspections and testing for equipment in logging database.
  • Installed and tested new electronic equipment and components.
  • Implemented safety protocols to prevent damage to equipment and injury to personnel.
  • Prepared electronic components based on approved bill-of-materials for assembly and soldering.
  • Coordinated with manufacturers to obtain necessary parts and technical support.
  • Collaborated with engineering teams to develop and improve electronic systems.
  • Operated and maintained computerized automated test equipment and special equipment test devices.
  • Repaired systems, equipment and subassemblies by replacing defective components or line replaceable units.
  • Managed inventory of electronic parts and tools, ensuring availability for repairs.
  • Updated and maintained repair logs and documentation for all electronic systems.
  • Diagnosed and repaired malfunctioning electronic systems, restoring them to full operation.
  • Configured and programmed electronic devices according to user specifications.
  • Trained junior technicians on the maintenance and repair of electronic equipment.
  • Provided technical support and guidance to users on electronic equipment operation.
  • Evaluated and tested products using measurement and diagnostic devices to adjust, test, and repair equipment.
  • Processed paperwork for incoming radioisotopes and updated records.
  • Upheld strict safety standards by properly collecting, sorting, segregating and packaging radiological waste.
  • Measured and recorded radiation levels at specific locations within buildings.
  • Monitored workers and checked that each maintained proper precautions to control contamination spread.
  • Implemented and updated operational procedures, controlled start-up and shut-down activities and developed procedures to reduce safety concerns.
  • Identified operational inefficiencies and adjusted and to regulate flux levels, reactor coolant temperatures, and rate of power flow.
  • Performed routine tests, incidental maintenance, electrical switching and other activities necessary to uphold continuity of power generation.
  • Routed electrical power between equipment and related systems.
  • Performed testing, repair and upgrades on instruments, gauges and recording devices to maintain safety.
  • Tracked radiation exposure for personnel based on activities, time limits and specific work tasks.
  • Adhered to regulatory and organizational operations policies governing nuclear equipment maintenance and performance.
  • Surveyed nuclear reactors and equipment to determine safety, performance and operational inefficiency.
  • Maintained protections for workers and kept facility in compliance with radiation standards.
  • Responded to system or unit abnormalities, diagnosed causes and recommended corrective actions.
  • Installed, diagnosed and disposed of uninterruptible power supply devices.
  • Provided design details and recommended modifications to engineering designs.
  • Utilized SAP to process work orders, check stock quantity and place orders for parts.
  • Assisted in the design and modification of electronic systems to meet specific requirements.
  • Assembled test fixtures to assimilate circuits in final product.
  • Maintained smooth and consistent plant operations by monitoring and adjusting boilers, turbines, wells and auxiliary equipment.
  • Completed calculations to determine radiation dosages, timing and intensities of different pieces of equipment.
  • Participated in community outreach activities such as health fairs or public events aimed at connecting eligible veterans with program resources.
  • Assisted clients in developing and implementing individualized housing plans to ensure successful transition into permanent housing.
  • Maintained client case files according to established standards of practice and documentation requirements.
  • Tracked data related to program outcomes using established software programs.
  • Linked veterans and their families to appropriate community resources to address identified needs or gaps in service delivery.
  • Provided educational workshops on topics such as money management, parenting skills and conflict resolution strategies.
  • Reviewed veteran's medical records in order to determine if any physical disabilities may interfere with successful re-housing efforts.
  • Responded promptly to all inquiries from referral sources regarding program eligibility criteria or availability of services.
  • Educated veterans on the importance of maintaining healthy lifestyle habits such as proper nutrition, exercise, stress management and substance abuse prevention and treatment.
  • Facilitated weekly team meetings with staff members to discuss cases and provide updates on progress towards goals.
  • Utilized motivational interviewing techniques when working with resistant or ambivalent clients.
  • Recruited, interviewed, and hired volunteers and staff.
  • Evaluated work of staff and volunteers to maintain quality and effectiveness of resources.
  • Directed activities of professional and technical staff members and volunteers.
  • Handled administrative procedures to meet objectives set by boards of directors or senior management.
  • Implemented and evaluated staff, volunteer or training programs.
  • Developed benchmarks for measuring and monitoring strategic changes and organizational goals.
  • Used diagnostic and testing processes in collaboration with product engineers to identify, define, and solve development issues.
  • Fixed circuit boards and wire harness problems using schematics, wiring diagrams, and testing instruments.
  • Reviewed and interpreted service manuals, specifications, wiring diagrams, and blueprints.
  • Calibrated electrical components and systems to optimize performance.
  • Assembled, tested and maintained components and systems for high-performing electronics.
  • Installed and maintained a variety of electrical and electronic components in accordance with approved methods and procedures.
  • Responded quickly to emergency calls, limiting electrical risk and equipment downtime.
  • Diagnosed and repaired complex faults within target timeframes.
  • Monitored and tested equipment performance to diagnose and resolve problems.
  • Led preventative maintenance and inspections to limit electrical issues.
  • Performed acceptance testing and measurements on electronic components and assemblies to verify system compliance.
  • Managed reactive repairs and emergency maintenance for varied electronic devices.
  • Troubleshot and resolved equipment failures to reduce operational disruption.
  • Followed nuclear equipment operational policies and procedures to drive environmental safety.
  • Recorded operating data and results of surveillance tests in permanent internal and records accessible by auditors and regulatory agencies.
  • Took measurements and recorded numbers at different locations in [Type] facility.
  • Upheld protection standards for workers and maintained facility compliance with [Type] standards.
  • Managed documentation and recordkeeping for incoming laboratory radioisotopes.
  • Noted malfunctions of equipment, instruments and controls and reported conditions to supervisors to promote immediate resolutions.
  • Generated detailed troubleshooting guides and repair procedures and managed ongoing safety and operational improvements by writing and implementing emergency procedures for plant-wide use.
  • Monitored nuclear reactor equipment performance to identify operational inefficiencies, hazards or repair needs.
  • Determined strategies for controlling radiation exposure and limiting overall risks.
  • Upheld critical safety procedures when handling nuclear fuel elements.
  • Maintained open and effective communication systems by dispatching orders and instructions to personnel through radiotelephone and intercommunication systems.
  • Monitored nuclear reactor equipment performance to identify operational inefficiencies, hazards or needs for maintenance or repair.
  • Conducted thorough inspections and operations outside of control rooms to quickly identify and address concerns.
  • Followed nuclear equipment operational policies and procedures to promote environmental safety.
  • Conducted surveillance testing to determine nuclear equipment safety.
  • Observed worker activities and assessed use of precautions, equipment and contamination control strategies.
  • Collaborated with community members to develop and implement service initiatives.
  • Developed and implemented training programs for staff.
  • Monitored program performance and outcomes for successful delivery of services.
  • Provided leadership, guidance and support to staff members.
  • Analyzed trends and data to inform decision-making and program development.
  • Researched best practices and developed strategies to improve program outcomes.
  • Proven ability to develop and implement creative solutions to complex problems.

Education

BS - Network and Cyber Security

ECPI University

Naval Nuclear Electronics Technician A School -

Naval Nuclear Power School -

Naval Nuclear Propulsion Plant Reactor Operator School -

Advanced Electronics and Maintenance Techniques -

Submarine Force Quality Assurance Inspector -

Microsoft Office Products Certified Expert User -

Technical Writing -

Skills

  • Display planning
  • POS operation
  • Employee training
  • Safety compliance
  • Customer relationship management
  • Conflict resolution
  • Schedule optimization
  • Effective communication
  • Problem solving
  • Team leadership
  • Initiative taking
  • Coaching and mentoring
  • Employee supervision
  • Staff management
  • Task delegation

Personal Information

Title: ET1(SS) / E-6 USN Ret. I left the workforce in. 2004 in order to raise my son. I had a military pension that paid all my bills and then some. I got to.coach his baseball team. I watched him grow up. He's off to college now so I am ready to be back to work. I am a 48 year old disabled veteran. I can make due with minor resemble accommodations. I am someone who really enjoys working in a convenience store interacting with customers.

Qualifications And Education

  • BS Network and Cyber Security, ECPI University, 3.47
  • Naval Nuclear Electronics Technician A School
  • Naval Nuclear Power School
  • Naval Nuclear Propulsion Plant Reactor Operator School
  • Electronics Technician Maintenance School (NASA Qualifying course)
  • Advanced Electronics and Maintenance Techniques
  • Submarine Force Quality Assurance Inspector
  • Microsoft Office Products Certified Expert User
  • Technical Writing

Timeline

Assistant Manager - customer service

Circle K Corp
08.2024 - 10.2024

Assistant Manager

Dollar General
05.2022 - 05.2024

Work Control Supervisor

Northrop Grumman
06.2010 - 10.2012

Customer Service Rep

EOS Airlines
09.2006 - 03.2007

Nuclear Electronics Technician First Class/SSVF Case Manager

US Navy
11.1997 - 11.2004

BS - Network and Cyber Security

ECPI University

Naval Nuclear Electronics Technician A School -

Naval Nuclear Power School -

Naval Nuclear Propulsion Plant Reactor Operator School -

Advanced Electronics and Maintenance Techniques -

Submarine Force Quality Assurance Inspector -

Microsoft Office Products Certified Expert User -

Technical Writing -

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