Joni Bourque
Houston,TX
Summary
Proven leader with extensive experience at Dexter Axle, adept in customer service and team leadership. Elevated customer satisfaction and team morale through strategic management and effective problem-solving. Achieved consistent sales growth by fostering a culture of continuous improvement and implementing targeted staff training programs. Excelled in staff supervision and conflict resolution, ensuring a positive environment for staff and customers alike.
Overview
10
10
years of professional experience
Work History
Assistant Manager
Dexter Axle
04.2015 - Current
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
- Oversaw daily operations to maintain store cleanliness and organization.
- Led weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement.
- Maintained compliance with health and safety regulations, ensuring safe environment for both staff and customers.
- Collaborated with management team to set sales targets and strategies, achieving consistent sales growth.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Defined clear targets and objectives and communicated to other team members.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Generated repeat business through exceptional customer service.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Engaged with customers to gather feedback, using insights to improve service and product offerings.
Branch Manager
Dexter Axle
04.2015 - 05.2024
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages.
- Complied with regulatory guidelines and requirements.
- Ensured exceptional customer service, resolving issues swiftly to maintain trust and satisfaction.
- Implemented risk management strategies to minimize potential losses while maintaining a healthy balance between risk and return on investments.
- Optimized branch inventory management practices for improved product availability and reduced stock obsolescence costs.
- Oversaw daily branch operations, ensuring compliance with regulatory standards and maintaining operational integrity.
CSR
TexTrail Trailer Parts
04.2015 - 06.2022
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
- Collaborated with management to develop strategies for enhancing overall customer experience.
- Streamlined communication between departments, ensuring timely resolution of customer concerns.
- Improved customer retention rates with exceptional product knowledge and personalized service recommendations.
- Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Cross-trained and provided backup support for organizational leadership.
- Cross-trained and backed up other customer service managers.
- Sought ways to improve processes and services provided.
- Investigated and resolved accounting, service and delivery concerns.
Driver
TexTrail Trailer Parts
04.2015 - 10.2019
- Followed all relevant traffic laws and safety regulations.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Achieved safe driving records by consistently following traffic rules and regulations.
- Delivered goods and products to customer on time and in excellent condition.
- Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
- Maintained professional and friendly demeanor during deliveries to uphold company reputation.
- Improved customer satisfaction by maintaining punctuality and adhering to strict delivery schedules.
- Followed proper safety procedures and protocols while loading, unloading and operating vehicles.
- Developed strong relationships with clients, fostering trust through professionalism and reliability in transportation services provided.
- Upheld high standards of cleanliness within the vehicle''s interior/exterior appearance, providing a professional image for the company at all times.
- 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.
- Coordinated efficient routes to avoid delays and optimize schedules.
- Provided exceptional customer service, addressing concerns and resolving issues promptly.
- Communicated with dispatchers and other personnel to coordinate transportation schedules.
- Enhanced vehicle longevity with regular maintenance checks and repairs as needed.
- Boosted company reputation through excellent driving record free from accidents or violations over an extended period of time.
- Navigated challenging weather conditions safely while maintaining on-time delivery performance rates.
- Obtained signatures from customers upon delivery of goods.
Warehouse Worker
TexTrail Trailer Parts
04.2015 - 06.2018
- Loaded, unloaded, and moved material to and from storage and production areas.
- Consistently lifted materials weighing as much as [Number] pounds.
- Maintained clean workspaces by enforcing strict housekeeping guidelines for storage areas, dock bays, and equipment zones.
- Reduced order processing times with streamlined picking, packing, and shipping procedures.
- Helped maintain an organized stockroom by labeling shelves clearly, designating specific areas for different products, and rotating stock regularly as required.
- Operated various types of warehouse machinery safely, adhering to all relevant guidelines and protocols.
- Managed incoming shipments effectively by inspecting goods for quality control purposes before storing them appropriately.
- Ensured accurate order fulfillment by diligently cross-checking pick lists against packed items for consistency.
- Promoted a positive work environment by actively participating in team-building activities and taking initiative in group projects.
- Achieved timely dispatch of orders using effective time management strategies during the picking process.
- Improved workplace safety by conducting regular inspections and addressing potential hazards promptly.
- Performed routine maintenance checks on warehouse equipment to ensure optimal functionality at all times.
Education
High School Diploma -
West Saint Mary
Baldwin Louisiana05-2007
Skills
- Customer service
- Team leadership
- Decision-making
- Problem-solving
- Time management
- Customer relations
- Team motivation
- Staff training and development
- Staff supervision
- Task delegation
- Workload management
- Conflict resolution
Timeline
Assistant Manager
Dexter Axle
04.2015 - Current
Branch Manager
Dexter Axle
04.2015 - 05.2024
CSR
TexTrail Trailer Parts
04.2015 - 06.2022
Driver
TexTrail Trailer Parts
04.2015 - 10.2019
Warehouse Worker
TexTrail Trailer Parts
04.2015 - 06.2018
High School Diploma -
West Saint Mary
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