Julie James
Trenton,MI
Summary
Customer-oriented Manager with 20+ years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Offering analytical problem solving with talents for team building, leading and motivating. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Overview
13
13
years of professional experience
Work History
General Manager
Empire Today
03.2021 - Current
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Passionate about learning and committed to continual improvement.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Exercised leadership capabilities by successfully motivating and inspiring others.
Customer Service Manager
Empire Today
09.2018 - 03.2021
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Addressed potential cancellations and offered catered solutions to retain accounts.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Sales Manager
Empire Today
04.2017 - 09.2018
- Developed compelling presentation decks to gain approval for ideas and communicate results.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Developed comprehensive product knowledge, enabling tailored solutions for clients'' specific needs.
- Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs.
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Organized and detail-oriented with a strong work ethic.
Commercial Material Coordinator
Empire Today
06.2016 - 04.2017
- Maintained accurate records, enabling better tracking and forecasting of material requirements.
- Facilitated clear communication between departments regarding material needs and availability.
- Created and implemented tracking systems to monitor progress and meet deadlines.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
District Manager
Party City/Halloween City
09.2010 - 05.2016
- Fostered an environment of open communication between management teams across the district to share best practices in operations optimization and problem-solving techniques.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Ensured compliance with company policies and procedures as well as federal/state regulations by conducting regular audits of operational practices at each location within the district.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Worked collaboratively with loss prevention to decrease shrink and boost loss awareness.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Supervised 6 locations to enforce high-quality standards of operation.
- Optimized in-store merchandising and monitored inventory availability to increase sales.
- Located, developed, and promoted talented employees to cultivate collaborative and hardworking leadership team.
- Oversaw successful store openings, coordinating logistics, staffing, training, and promotional efforts to ensure smooth transitions for new locations.
Education
No Degree - Pharmacy
Wayne State University
Detroit, MISkills
- Succession Planning
- Leadership and team building
- Sound Judgment
- Employee Development
- Expense Control
- Facility Management
- Decision-Making
- Sales Coaching
- Problem Resolution
- Workflow Planning
- Process Improvements
- Effective leader
Timeline
General Manager
Empire Today
03.2021 - Current
Customer Service Manager
Empire Today
09.2018 - 03.2021
Sales Manager
Empire Today
04.2017 - 09.2018
Commercial Material Coordinator
Empire Today
06.2016 - 04.2017
District Manager
Party City/Halloween City
09.2010 - 05.2016
No Degree - Pharmacy
Wayne State University