Joe Flowers Jr

*Communicated core business objectives to the Customer Service Department while managing all aspects of Customer Service Operations. Emphasizing Safety, Customer Experience, Growth & Productivity, Shrink and Employee Engagement to drive the integrity of the business.

*Maintained a clean and organized returns area to indicate professionalism & competence as well as insure employee & customer safety.

*Worked alongside associates to demonstrate what great customer service looks like by always greeting, engaging and thanking customers. Coach, Teach and Train associates to provide an exceptional experience. Provided feedback to associates ( observations ) to reinforce expectations, positive results and insure customer loyalty. Prioritized urgency to address associate needs and concerns to maintain good morale. Exercised a fair and consistent application of SOP for entire team.

*Assisted associates with customer related inquiries & escalations (listening to understand). Empathized with customers' grievances and asked probing questions to reach amicable resolution. Find a way to say yes to maintain a customer relationship for a lifetime.

*Drive Pro engagement and support the Pro customer experience with the goal of capturing more market share. Pro Perks, Text to confirm, Purchasing history etc.

*Always solicited customer surveys to facilitate continuous improvement and support LTPA (likely to pick up again) execution. Operations Metric LTPA > 80%

*Reviewed and adjusted weekly associate schedules ( call outs, holidays, vacations, ads ) to ensure adequate coverage.

*Monitored Labor to support SCOP.

*Analyzed key metrics everyday in "Store Pulse" platform to verify measurable improvement in SLA and enhance operational efficiency as well as proactively adjusting to mitigate shortfalls. Emphasis on Shrink, Aged Orders, Keyed Sku's, LTPA ( likely to pick up again ) LTSA ( likely to shop again ) VOC ( voice of the customer ), GET ( greet engage thank ), Curbside Pickup < 5 minutes, Order Fulfillment < 2 hours BOSS & BOPIS, On Shelf Availability (on hand adjustment), Labor, SCOP. Sales vs Plan, Safety, Recalls etc.

*Performed monthly observations & employee merit based reviews.

*Drove a culture of sales and service by demonstrating the leadership behaviors of Respect, Celebration, Development and Inspiration. Continually building a pipeline by developing talent with the goal of promotion. Teach, Coach, Train.

Management Parameters:

Audit BOSS daily (shrink)

Audit BOPIS daily (shrink)

Audit Customer Pick Up Lockers daily (shrink)

Audit Book & Physical (weekly)

Execute E Commerce (.com)

Monitor SCOP (store use,labor etc.)

Monitor and Execute Curbside Pickup ( < 5minutes )

Process Phone Sales

Process Returns (within policy)

Process Customer In Store Orders

Audit aging Will Call orders (shrink)

Audit Special Order On Hands Orders (shrink)

Assist Order Fulfillment execution

Perform IT escalation

POS transactions

MOD duties as assigned

Monitor VOC (voice of the customer)

Recognition and Development

*Coordinated with all contractors to maintain commercial property and Comfort Suits Hotel, ensuring timely resolution of issues such as pest control, grass fertilization, tree maintenance and irrigation

*Maintained professional appearance of all properties (apprx 20 acres) by coordinating and overseeing landscape projects with designer, resulting in enhanced curb appeal.

*Cut grass, edged and trimmed landscaping and replaced or changed ornamental plants to ensure all outside areas remained well maintained.

*Resolved commercial tenant concerns in a timely manner, improving tenant satisfaction and retention.

*Advised and assisted in the establishment of the landscape division, contributing to business growth.

*Verified accuracy, quantity and quality of job-specific materials shipped daily to job sites, reducing material discrepancies.

*Directed and coordinated activities of project personnel (landscape crews) ensuring projects were completed on schedule.

*Implemented quality control measures for each project, resulting in consistently high client satisfaction.

*Managed day to day aspects of project completion, streamlining workflow and increasing efficiency.

*Developed and trained team member in equipment operation (tractors, forklifts, chainsaws) improving team skillsets.

*Cross trained team members to augment flexibility and coverage across projects.