Julie Gates
Independence,MO
Summary
High-impact and results-oriented professional with successful experience in customer service, training, and business management. An innovative problem-solver accustomed to working in a fast paced environment with the flexibility to adapt and communicate effectively with all levels of the workforce; familiarized in working well under pressure and multitasking in a time-sensitive environment.
Overview
32
32
years of professional experience
Work History
Quality Assurance/Office Manager
Tyler Technologies
05.2010 - Current
- Conducted regular audits to ensure adherence to established protocols, maintaining consistency across the organization.
- Used proprietary software to review and improve images and information delivered to clients.
- Facilitated communication between departments regarding quality concerns, fostering collaboration towards shared goals.
- Enhanced product quality by implementing comprehensive QA processes and procedures.
- Trained team members on quality assurance principles, fostering a culture of accountability and high performance. Mentored junior staff members in best practices for quality management, contributing to overall team growth and development.
- Investigated customer complaints and performed corrective actions to resolve quality issues.
- Inspected products and worker progress throughout production.
- Monitored staff organization and suggested improvements to daily functionality.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Served as liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Developed comprehensive training manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
- Delivered performance reviews, recommending additional training or advancements.
- Organized travel arrangements for executives by researching cost-effective options while accommodating individual preferences.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
General Manager
Curves
01.2005 - 01.2009
- Developed training program for staff of 12 to qualify for new designation as set by Curves International, including training in customer service and sales
- Completed training and achieved designation 2 weeks ahead of schedule
- Developed proactive market plan, utilizing direct mail, newspaper and grass roots efforts to grow business over 50% in 12 month period
- Established personal relationships with members to keep attrition rate at 32% below national average
- Planned competition among staff and members for annual food drive; collected over 4900 pounds of food, a 400% increase over previous year
CopyMax Hub Manager
OfficeMax
01.2003 - 01.2005
- Daily analyzed and prioritized custom orders to create, produce and distribute quality printing for individuals and large companies with 97% accuracy.
- Supervised and coached staff of seven
- Produced and administered performance reviews and disciplinary reports.
- Implemented training to bring about collaborative team interactions resulting in increased production of 32% in following two weeks
- Sales and production continued to improve 58% in the following 6 months.
Store Manager
Kids "R" Us
04.1992 - 09.2002
- Developed a training program aimed at reducing company losses (shrinkage) due to staff errors and client theft
- Trained staff and implemented policies over a 3 month period
- Shrinkage was reduced over 75% from 19% to less than 5%.
- Designed and implemented training for new customer service program
- This resulted in 85% improvement based on increased sales reports and increased scores on monthly mystery shopper reports.
- Managed daily employee issues including payroll procedures, LOA, PTO, Health and 401K benefits, attendance issues and progressive counseling and discipline processes.
- Managed daily operations to ensure smooth functioning of store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Organized special events such as seasonal sales promotions to drive foot traffic into store and increase sales opportunities.
- Assisted in recruiting, hiring and training of team members.
Education
Bachelor of Science - Home Economics - Fashion Merchandising
University of Louisiana At Monroe
Monroe, LA05.1990
Skills
- Customer Service
- Office Equipment Skills
- Marketing
- Recruitment and Selection
- Employee Relations
- Event Planning and Coordination
- Problem Resolution
- Training and Development
- Organizational Skills
- Administrative Support
- Excellent multi-tasking ability
- Data Entry
Timeline
Quality Assurance/Office Manager
Tyler Technologies
05.2010 - Current
General Manager
Curves
01.2005 - 01.2009
CopyMax Hub Manager
OfficeMax
01.2003 - 01.2005
Store Manager
Kids "R" Us
04.1992 - 09.2002
Bachelor of Science - Home Economics - Fashion Merchandising
University of Louisiana At Monroe