Joachim Perry
Douglasville,GA
Summary
Dynamic Customer Service Center Manager with a proven track record at Suburban Propane LP, excelling in staff training and development. Demonstrated strong leadership by driving continuous improvement initiatives, enhancing team performance, and optimizing resource allocation to achieve profitability. Skilled in project planning and fostering a positive work environment, ensuring exceptional service delivery.
Overview
10
10
years of professional experience
Work History
Customer Service Center Manager
SUBURBAN PROPANE LP
03.2023 - 04.2024
- Manage all aspects of the CSC's profit and expense activity which includes sales, inventory, fleet, staffing and customer acquisition and retention.
- Identified opportunities and found solutions for continuous improvement.
- Managed time to cover daily sales, delivery and inventory requirements, oversee cash deposits and reconcile weekly payroll.
- Organized and balanced multiple priorities within fast-paced environment.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Established team priorities, maintained schedules and monitored performance.
- Managed resources and staff to cover upwards to 120 calls per day, monitoring new customer onboarding and ensure seasonal demand coverage and service.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Monitor and ensure compliance in areas including safety, health/environmental, human resources and financial/ethical considerations.
Operations Manager
SUBURBAN PROPANE LP
11.2018 - 03.2023
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Worked with CSC to ensure up to 120 plus calls per day where handle in operations to ensure customer retention, and new customer onboarding.
Technician
SUBURBAN PROPANE LP
11.2016 - 11.2018
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Tested systems, noting issues and completing preventive maintenance.
- Worked with diverse types of weather and ground conditions.
- Demonstrated to customers proper methods for operating equipment after it had been installed.
- Maintained strong focus on safety and efficiency to provide comprehensive support to personnel performing skilled repairs.
- Ensured customer safety by operating under federal, state and company guidelines.
- Ensured workload per day was sufficient, ordered part for projects 2 weeks ahead and worked with operations manager to ensure good customer service and retention.
Driver
SUBURBAN PROPANE LP
03.2014 - 11.2016
- Coordinated efficient routes to avoid delays and optimize schedules.
- Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
- Kept detailed mileage and fuel reports to track overall fuel costs.
- Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs.
- Communicated with customers to provide delivery updates and confirm delivery locations.
- Followed proper safety procedures and protocols while loading, unloading and operating vehicles.
- Communicated with dispatchers and other personnel to coordinate transportation schedules, and accommodate 25 plus stops per day.
- Generated consistent referrals and repeat business by providing friendly and fast service.
- Inspected vehicle before and after trips to identify maintenance needs and handle regular upkeep.
- Maintained professional and friendly demeanor during deliveries to uphold company reputation.
Education
High School Diploma -
Wenatchee High School
Wenatchee, WA06-1984
Skills
- Delegation and supervision
- Industry expertise
- Staff training and development
- Technical support
- Strong leadership
- Excellent communication
- Goal setting
- Hiring and training
- Plan projects
- Profit and loss management
- Emergency response
- Positive attitude
- Project planning
Timeline
Customer Service Center Manager
SUBURBAN PROPANE LP
03.2023 - 04.2024
Operations Manager
SUBURBAN PROPANE LP
11.2018 - 03.2023
Technician
SUBURBAN PROPANE LP
11.2016 - 11.2018
Driver
SUBURBAN PROPANE LP
03.2014 - 11.2016
High School Diploma -
Wenatchee High School