Jermaine Luke
East Orange,NJ
Summary
Customer Success and Operations Manager with 5 years of experience in sales, specializing in people management, customer satisfaction, client acquisition, and retention.
Overview
13
13
years of professional experience
Work History
Customer Success and Operations Manager
Java's Compost
01.2023 - Current
- Implement customer acquisition strategies focused on increasing clients and revenue.
- Qualifying prospective clients through cold calling, cold emailing, social selling, and in-person networking.
- Provide post-sale customer support as they transition from prospect to active users.
- Carry out in person training and demoing to new clients (schools, restaurant, municipalities)
- Provide driver support, daily route optimization, and fleet management.
- Negotiate with repair shops to reduce vehicular repair expenditure.
Sales and Service Specialist
Firestone Complete Auto
01.2021 - 01.2023
- Provided pre- and post-sale service to new and returning customers and clients.
- Tracked customer feedback from surveys or social media platforms to identify areas of improvement for the store's services and products offered.
- Educated and advised customers on service recommendations, while upselling repair products and their warranties.
- Recommended specific tires based on each customer's driving pattern and pain points.
- Collaborated with management to implement sales strategies to increase foot traffic and tire sales.
- Proactively contacted active clients to inform them about current promotions and their upcoming maintenance services.
- Handled cash register transactions accurately while ensuring compliance with all applicable laws and regulations.
Inventory Specialist
United Airlines
04.2018 - 07.2020
- Conducted periodic inventories and physical counts of product supplies.
- Utilized barcode scanners to quickly update inventories in the system.
- Maintained accurate and up-to-date inventory records.
- Responded promptly to requests from kitchen and chefs regarding product availability.
- Collaborated with other departments to coordinate replenishment activities as required.
Travel Sales Specialist
World Travel Holdings
12.2015 - 03.2018
- Utilized inquiry techniques to gather essential information from inbound callers to create personalized travel itineraries.
- Proficiently guided the sales cycle, consistently asking for the sale prior to terminating each call.
- Successfully demonstrated the worth of each product offering to enhance sales of vacation services, excursions, and travel protection.
- Initiated communication with former clients to update them on current discounts and promotional offers.
- Engaged in regular coaching sessions with the sales manager and head of sales to enhance performance.
Customer Service Team Lead
Clear Connect BPO (Office Depot)
10.2011 - 10.2014
- Led and supervised a customer service team
- Trained new hires on our client's (Office Depot) products and service.
- Maximized team productivity through coaching and feedback on KPI quotas, call quality, and customer satisfaction.
- Engaged in weekly team lead meetings to foster discussions on new product offerings, improvement, and team performance.
- Implemented customer success strategies by monitoring calls and identifying their pain points.
- Created reports outlining customer service metrics such as response times, resolution rates, and first-contact resolutions.
- Maintained an up-to-date knowledge base of products, services, pricing information, processes.
Education
Associate of Applied Science - Civil Engineering Technology
Essex County College
Newark, NJGraduate Certificate - Technology Sales
CourseCareers
Online10.2024
Certificate - Automotive Technology
New Community Workforce Development Center
Newark, NJ06.2021
High School Diploma -
Tucville Secondary
Georgetown, Guyana06.2011
Skills
- Cold Calling
- Cold Emailing
- Prospecting
- Sales Pipeline Development
- Upselling
- Lead Generation
- Prospect Qualifying
- Customer Success Management
- Customer Retention
- Customer Service
- Team Lead Management
- Product Demonstration
- B2B Communication
- B2C Communication
- Fleet Management
- Operations Management
- Purchase Negotiation
- Route Optimization
- Maintenance Planning
- Staff Training
Timeline
Customer Success and Operations Manager
Java's Compost
01.2023 - Current
Sales and Service Specialist
Firestone Complete Auto
01.2021 - 01.2023
Inventory Specialist
United Airlines
04.2018 - 07.2020
Travel Sales Specialist
World Travel Holdings
12.2015 - 03.2018
Customer Service Team Lead
Clear Connect BPO (Office Depot)
10.2011 - 10.2014
Associate of Applied Science - Civil Engineering Technology
Essex County College
Graduate Certificate - Technology Sales
CourseCareers
Certificate - Automotive Technology
New Community Workforce Development Center
High School Diploma -
Tucville Secondary
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