Jess Mulvaney
Management and Sales
Califon,NJ
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
16
16
years of professional experience
Work History
Customer Service Manager/Sales Manger/Product Manager
Hoffman's Supply
Long Valley, NJ
03.2023 - 11.2023
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Followed through with client requests to resolve problems.
- Created and reviewed invoices to confirm accuracy.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Negotiated contracts with outside carriers to minimize costs to company and customers.
- Developed and offered unique discount options to drive interest in new product lines.
- Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Took ownership of customer issues and followed problems through to resolution
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
- Followed through with client requests to resolve problems
- Kept accurate records to document customer service actions and discussions
Landscape Division Manager/Designer Supervisor
Harrington Construction
Chester, NJ
01.2008 - 03.2023
- Supervised daily planning, coordination and administration for division operations.
- Controlled costs by streamlining operations and reducing waste.
- Established clear and consistent policies and procedures.
- Handled escalated complaints involving division operations and work of personnel under supervision.
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Exercised independent judgment in onboarding, training and motivating division staff to maximize performance.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Managed accounts to retain existing relationships and grow share of business.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Prepared sales presentations for clients showing success and credibility of products.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Drove sales by developing multi-million dollar contract sales.
- Developed design proposals for new landscape projects
- Maintained customer satisfaction and collaborative environment by communicating updates between clients and staff
- Trained and mentored design team members on technique, policies and performance strategies
- Established team priorities, maintained schedules and monitored performance
- Evaluated employee performance and conveyed constructive feedback to improve skills
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
- Successfully managed budgets and allocated resources to maximize productivity and profitability
- Identified and communicated customer needs to supply chain capacity and quality teams
- Set aggressive targets for employees to drive company success and strengthen motivation
Education
Cultural Studies
Montclair State University
Montclair, NJAssociate of Arts - Communications
County College of Morris
Randolph Township, NJ06.1997
Skills
- Training and Mentoring
- Complaint Resolution
- Account Management
- Project Management
- Handling Escalations
- Relationship Building
- Product Knowledge
- Issue Resolution
- Conflict Management
- Product and Service Solutions
- Decision-Making
- Sales Promotion
- Interdepartmental Collaboration
- Exceptional Telephone Etiquette
- Sales Expertise
- Staff Management
- Time Management
- Staff Training
- Conflict Resolution Techniques
- Customer Service
- Client Relations and Retention
- Effective Workflow Management
- Industry Trends
- Purchasing and Procurement
- Coordinating Service Initiatives
- Customer Relations
- Positive and Constructive Feedback
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
If you really look closely, most overnight successes took a long time.
Steve Jobs
Timeline
Customer Service Manager/Sales Manger/Product Manager
Hoffman's Supply
03.2023 - 11.2023
Landscape Division Manager/Designer Supervisor
Harrington Construction
01.2008 - 03.2023
Cultural Studies
Montclair State University
Associate of Arts - Communications
County College of Morris