Josh Cochran
JACK'S FAMILY RESTAURANTS INC.
Dalton,GA
19
years of professional experience
Dynamic management professional with extensive experience in team leadership, operational management, and delivering exceptional customer service. Proven ability to leverage strategic planning and problem-solving skills to boost team productivity and enhance service quality. Strong track record of cultivating a collaborative and adaptable workplace, consistently achieving organizational goals through teamwork and responsiveness to evolving demands. Expertise in conflict resolution, process improvement, and creating a positive work environment drives success in any setting.
Work History
Assistant Manager/Shift Key Holder
1 Year 4 Months- Supervised hourly personnel, provided work direction and reviewed work processes.
- Answered questions and recommended solutions to address escalated customer complaints.
- Took initiative in handling problems and used independent judgment to take immediate corrective actions.
- Monitored cash management and reviewed expenses for optimum budget tracking.
- Worked with management team to react to customer service issues, customer complaints and business opportunities.
- Addressed and resolved customer inquiries and complaints to restore satisfaction.
- Assisted General Manager to control inventory strategically, resulting in reduced costs.
- Maintained up-to-date knowledge of industry best practices for management efficiency.
- Led training sessions to enhance team skills and knowledge base.
- Kept up to date documentation and procedures for local health codes.
- Established and maintained relationships with key customers.
- Scheduled shifts and assigned tasks to optimize workforce productivity.
- Oversaw day-to-day operations and assisted in challenge resolution to reduce potential downtime.
- Leveraged high emotional intelligence and conflict resolution to defuse conflict and address employee relations issues.
- Managed employee performance through disciplining, coaching and counseling.
- Maintained safe work environment for employees, vendors and customers.
- Coached associates to create strong team consistently delivering best-in-class customer experiences.
- Trained team members on appropriate application of policies and procedures.
- Made key decisions about hiring, discipline, coaching and managing associates.
- Motivated team members through recognition programs and constructive feedback.
- Led daily operations to ensure optimal workflow and team productivity.
Shift Lead (Manager)
1 Year- Guided staff in absence of the general manager and assistant general manager.
- Cultivated safe and welcoming environment for guests and staff by monitoring and enforcing health and sanitation requirements.
- Handled escalated complaints with swift acknowledgement, expert conflict-resolution and creative problem-solving.
- Managed operations during shift, with total awareness of activities of employees and customers.
- Trained and mentored staff on customer service excellence and food safety standards.
- Supervised daily operations, ensuring team efficiency and adherence to safety protocols.
Marketing Coordinator
2 Years 11 Months- Coordinate with the graphic designer to create invites and marketing material for sales reps events.
- Answer calls and emails for technical information for installation, maintenance, underlayments, moisture mitigation, acoustics, and other products used for installing and maintaining a stable subfloor.
- Coordinate with outside teams such as our installation and testing team to coordinate and retrieve information for customers such as installation questions, testing results etc.
- Set up, help facilitate mill tours.
- Participate on Zoom / Microsoft Teams calls with sales reps and customers.
- Helping fellow co-workers if they needed assistance.
- Working on outside projects with other Marketing Team Members.
Client Success Specialist
2 Years 5 Months- Releasing and must loading orders.
- Client Success, Support and further build relationships with sales.
- Manage workload in a consistent and timely manner.
- Prioritizing and managing commercial orders with critical timelines.
- Engaging with business partners such as inventory, pricing, manufacturing, distribution and sales to make the best possible decisions at have both the customer and company in mind.
- Assisting sales in placing mocking ups and opportunities along with managing orders and cases in salesforce.
- Working in Shaw now to assist with filing claims and retrieving information for fright rates and truckload rates for customers.
Customer Specialist(Front Line) Residential/Contract Specialist
6 Years 7 Months- Place/Modify/Cancel Carpet, Carpet Tile and Hard-surface orders.
- Prove excellent customer service.
- Build relationship with sales reps and customers.
- Help backup one of the support reps with special accounts and sales reps.
- Participated in the ShawNow pilot and Sample pilot.
- Resolved customer inquiries, ensuring timely and accurate responses to enhance satisfaction.
- Collaborated with team members to develop effective solutions for complex customer issues.
Experience Sales Rep/MOD (Manager)
5 Years 2 Months- I have participated in the MOD program that was offered at the, store in Dalton, and worked in Residential and Commercial (Patcraft / Shaw Contact Group).
- Customer Service, as well have worked on Customer Connect as a Marketing Coordinator.
- Folding Clothes.
- Opening and Closing the store.
- Make changes to schedules and scheduling breaks for associates.
- Place/Cancel/Return Catalog orders.
- Lead the RFID Inventory Team.
- Scanning Codes and reentering them into the system if needed for inventory purposes.
- Running Reports as needed.
- Calling Credit Center and Warehouses as needed.
- Providing materials so associates can give great customer service.
- Print and re-ticket merchandise.
- Had three gold awards for customer service 1 gold is equivalent to 5 silver awards.
Education
High School Diploma
No Degree
Skills
Task prioritization
Creative thinking
Organization
Verbal communication
Coordination
Teamwork
Collaboration
Customer service
Money handling
Team leadership
Decision-making
Problem-solving
Time management
Staff training and development
Workload management
Customer relationship management (CRM)
Timeline
Assistant Manager/Shift Key Holder
JACK'S FAMILY RESTAURANTS INC.
04.2025 - CurrentRead More
Shift Lead (Manager)
Burger King GSP
02.2024 - 02.2025Read More
Marketing Coordinator
Patcraft
01.2021 - 12.2023Read More
Client Success Specialist
Shaw Floors/ Patcraft
08.2019 - 01.2022Read More
Customer Specialist(Front Line) Residential/Contract Specialist
Shaw Floors
01.2013 - 08.2019Read More
Experience Sales Rep/MOD (Manager)
JC Penny
10.2007 - 12.2012Read More
Northwest Whitfield High School
High School Diploma
Read More
Dalton State College
No Degree
Read More